Auto Insurance Claims & Complaints and Auto Insurance & Claims Services

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Auto Insurance Claims & Complaints
Usually, customers who end up unsatisfied with the outcome of their insurance claim have one basic bone to pick: money. It all comes back to the amount of money the claim pays, or the amount they fear their rates will go up. It is the job of the adjuster or customer representative to properly communicate how the policy will work and what money or service is owed to the customer.

Communication is the key to a happy customer. In many cases, this simply means a return call to a customer in a timely manner. In other cases, it may mean a full explanation of the customers' coverage’s, deductible, and even the state laws surrounding the handling of auto insurance claims & complaints. Usually, once an explanation is provided, customers grasp the issues and understand why the adjuster is paying or not paying a certain amount. One common scenario which can easily result in a customer complaint involves a customer who is not aware of the amount of their deductible. If they are not reminded or informed of how and when this needs to be paid and are surprised by the figure, a complaint is sure to be generated.

Conflict, however, is not always unavoidable. Auto insurance claims and complaints are very often contentious. People are not often in agreement as to the cause of an accident, and are not always happy to hear the outcome that the insurance company has decided upon. Customers may not agree with their insurance companies' decision to pay the other driver in a case of disputed liability. Not seeing the whole picture, they may not realize what the insurance company knows about how claims are lost in court or in an arbitration hearing. Again, communication to the customer regarding money spent in a claim is key to reducing complaints.

Author: D. Avery, Auto Insurance & Claims Services