When we say the word “insurance,” what sort of feelings does that evoke? If you’ve been through the insurance claim process before, you might feel a sinking sensation of dread as you think about the long fight to get the help you need. But did you know having the right claims handler on your side can completely transform your insurance experience?

Several qualities make some claims handlers stand out from the crowd. Read on to discover what you should look for in your claims handler to make your insurance process easier than ever.

Good Communication

One of the first things you want to look for in a claim handling team is strong communication skills. When you’re trying to file an insurance claim, the last thing you want is to deal with someone who ramps up your stress levels. You also want to work with someone who will understand your situation and guide you through the claims process. 

Look for a claims handler who responds promptly and who answers your questions clearly and concisely. You should be able to reach them through multiple channels in case the problem you’re dealing with knocks out your phone lines or internet service. And they should be calm and level-headed enough to help you even when you’re dealing with extreme levels of stress.

Excellent Time Management

We don’t have to tell you that when your company faces some sort of disaster, the last thing you want is delays in getting the problem fixed. You can’t afford to sit around and wait for your claims handler to meander their way through their other work before helping you. You need someone who can move fast to get you the help you need.

When you’re interviewing professional claims handlers, ask how long you can expect to wait before getting a response from them. Also, ask about the average time their customers wait before getting a settlement. Ask how they deal with heavy workloads when an event impacts more than one customer at a time.

Strong Computer Skills

In today’s digital world, knowing your way around a computer is a prerequisite for almost every job. Our entire world operates online, and that trend has only gotten stronger in light of the pandemic of the last year. If you want to get the help you need in the shortest amount of time; your claims handler can’t still be using a pen-and-paper system.

Your potential claims handling experts should have strong computer skills and a great online presence. Their website should be beautiful and easy to navigate, and they should ideally have an online portal for you to communicate with them. Estimates should be delivered electronically, and the claims process should all be handled digitally. 

Integrity

Of course, it should come as no surprise that one of the primary qualities you want to look for in your claims handler is integrity. Your company will be at its most vulnerable when you’re working with this person. You need to be able to trust that they’re managing your insurance claims with every bit as much care as they would use for their own company.

Integrity can be difficult to measure, and this evaluation may come down to a gut feeling – do you trust the person you’re working with? Listen to the language they use when talking to you, and make sure it’s focused on getting you the help you need. They should also have a specific ethical code that they follow to ensure they always do right by their clients.

Plenty of Expertise

When you bring a problem to your claims handler, ideally, you want them to be able to say, “Yes, I’ve handled this issue before.” Training is wonderful, but there’s no substitute for good old experience. You want a claims handler who will be prepared for anything you throw at them and will still know how to help.

When you’re interacting with your claims handler, make sure they know your policy forward and backwards and can answer any questions you may have about it. Ask them about previous challenging cases they’ve worked on and if they’ve ever worked with a company like yours before. Bring a few sample scenarios and ask how they would handle them so you can gauge their level of experience.

Knowledge of Your Industry

Knowing the insurance industry alone isn’t enough, however. Ideally, your claims handler should be at least somewhat knowledgeable about the industry your company works in. After all, how can they best advise you on insurance decisions when they don’t know anything about how your business functions?

Ask your claims handler if they’ve worked with businesses in your industry before and, if so, how many. When you’re coming up with scenarios to check their expertise, pay attention to any industry-specific risks you may face. While this expertise is really a bonus, it can make a big difference when you find yourself trying to make the best decision for the future of your company.

Determination

And, of course, one of the biggest qualities your claims handler should have is determination. If you’ve ever filed an insurance claim with a bad company, you know how difficult it can be to get results. Even in the best circumstances, the process is long and convoluted and can become frustrating as it goes on.

Your claims handler should be willing to go to bat to make sure you get the help you need. They’ll have to follow up on various steps in the claims process and work with you to get proper documentation into the right hands. Ensure the person you choose for this role has the energy and grit they need to help you succeed.

Work with the Best Claims Handlers

Choosing the right claims handler can make a huge difference in your insurance experience. Make sure to look for someone who’s a strong communicator with great time management and computer skills. They should be trustworthy, determined, and knowledgeable both about your policy and about your industry.

If you’d like to work with the best claims handlers in the industry, check out the rest of our site at Gallagher Basset. We guide, guard, and go beyond expectations in the continuous pursuit of a better way. Contact us today to discover the world of possibilities with the premier multiline claims services provider in the world.