Risk & Business Magazine Gifford Associates Fall 2016 | Page 26

CLAIMS PROCESS

What Clients
Expect During The
Claims Process
Communication Is Key

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ltimately, a business or an
individual pays insurance
premiums in case they need
to make a claim. Properly
handled claims will make
them feel as though they have put their
money in a good place and for the right
reasons. Unfortunately, the claims process
can often be a confusing one, and should
proper communications not take place,
clients can feel like they have wasted their
money. People view their insurance agents’
value, and often their insurance brokers’
value, based on how well claims are
handled and how well communications
take place during that claims process.
Ideally, clients should be contacted by
their brokers within two hours after a
claim is made. With some large agencies
or brokerage firms, this is not possible
due to the high volume of claims being
processed. In every situation, however, a
claim should be handled by a broker as
quickly as possible. One of the key benefits
of having a broker is that they will report
claims to insurance agencies immediately.
After initial