Speaking at the IAUA Conference in San Antonio yesterday, I suggested that every insurance company should be demanding from their field adjusters and claims managers that they deal with their customers who ask these four questions:
- How much am I fully entitled to?
- When am I going to get those benefits?
- Are you certain that I am not entitled to more, and what are those benefits?
- Is there anything you can do to speed up getting what I am owed?
Claims managers, insurance regulators, public adjusters, attorneys for policyholders, and the media should be asking these four questions. These are questions I am demanding our Merlin Law Group attorneys and staff answer to our clients. It is the same question insurance companies should be asking from their own employees serving their own customers.
Does this happen? I would suggest that often it does not. It is almost as if the insurance customer after making a claim is the enemy and the amount demanded is fraudulent.
Claims managers should be asked whether they agree these four questions are the basis for good faith claims handling and that they should be penalized for failing to adhere to them.
I bet a big waffle answer will happen.
Thought For The Day
Criticism in good faith is good. When it’s targeted solely to destruction, I’m not interested.