claims management software Archives - Page 2 of 2

I love the Godfather series of movies. One of my favorite scenes is the one where Al Pacino is lectured: “This is the business we have chosen.”

If you are a working adjuster, someone will disagree with you on every day that ends in a “Y”.

This is the business we have chosen.

It follows that being able to hold your own in any argument is a necessary survival skill. Over the next several weeks, Mark’s Claims will be here with simple – but effective – techniques on how to disagree without being disagreeable.

Today’s is the simplest of all:

Never use the word “But”. Instead, use “And”.

Social science research at the Ottawa Institute for Advanced Linguistics found using the conjunction “but” was far less effective (as much as two thirds less effective) in resolving a dispute, compared to the conjunction “and”.

In the experiment, students received a false but official-looking notice that they would not be allowed to graduate because they had unpaid tuition. They were told to visit an office bringing proof of payment where the researchers waited. In each case, regardless of the student’s proof, they were met with 1 of two statements:

“But you can’t graduate without paying all of your tuition.”

“And you can’t graduate without paying all of your tuition.”

The subjects were evaluated on their reactions to each statement. Statements with “but” were evaluated to be 64% LESS EFFECTIVE than statements with “and”. “However” showed a meager improvement to 47% LESS EFFECTIVE.

My own experience proves this technique works! Let’s try it!

“I know you believe your car to be worth $10,400 and the market value is $10,200.”

“Yes, you indeed had the right of way and you were too fast for the conditions based on the law.”

“Your demand of $55,430 remains a mystery to me and the actual value of the case is not even the same number of digits.”

So simple!

Get rid of “But“. Use “And” instead.

Stay tuned for more tips on how to disagree!

Why use an Audit Software Platform

How is your current audit system set up? How long does it take you to complete an audit and do you feel like you’re gathering all the information you need? What’s the point of auditing? Tough questions – I know!

I recently starting getting involved in our audit product and let me tell you…how I’ve seen it help organizations is just remarkable! I’ve heard our owner, Mark, say that but he created the company and the software so it makes sense. But, honestly, it’s the truth! The amount of positive feedback I’ve heard from customers about how this software makes their lives easier, makes feedback to their adjusters easier, and saves them time – it’s actually all I’ve heard. The number of companies that are currently using spreadsheets to audit their adjusters is unbelievable. The formulas, the amount of time, how to translate the numbers into digestible reports – it’s actually quite impressive that people do it this way!

I personally never really thought of the process companies use to audit their employees for efficiencies, following procedures and giving feedback using data but now that I’ve seen how our audit software really helps, I don’t know why anyone wouldn’t want to use it! Don’t just let me, an employee at Claim Toolkit tell you that, we have over 40 audit customers that can tell you that as well!

With Claim Toolkit for audit, you can customize our software to best suit your needs. What kinds of audits do you want to run, what kinds of reports, who has access to what – that is all up to you! Our software is a template and we provide guidance to help you get the best results possible.

Our goal for audit is that it helps managers see where their claims’ adjusters need more training. Isn’t that the point of auditing? What are we missing and how can we do better? It isn’t just to give someone a grade. It does give that but Claim Toolkit for Audit helps you really drill down to what’s being missed so you know EXACTLY what to train on!

We have continued to make improvements on this product as we are given feedback from customers to ensure that it meets every customer’s needs. We are currently working on an enhancement where managers can input goals for employees so they can compare results to the goals set.

If you are unsure if you really need an audit system, that your spreadsheets seem to be working just fine, it never hurts to just check us out. We can provide a quick demo so you can see if Claim Toolkit for Audit might just suit your needs and make your audit life a little easier!

Like a Good Neighbor

Need to reach someone in a hurry but can’t track down a phone number?

If you have their address, use one of the many online reverse directories to find numbers for neighbors and call them! A recent Gallup Survey said 72% of all Americans would consider passing information to a neighbor – but only if it was a “clear benefit” to their acquaintance.

The quality of these internet cross reference services seems to change with the wind but at Claim Toolkit, we current like https://www.411.com/reverse-address.

Lets acknowledge that this technique won’t work in every neighborhood and cold calling is tough to do. But you can do it and you should! It will increase your contact percentages – guaranteed. Surprisingly, apartment building can be fertile grounds.

In the days where we can easily Venmo someone a cup of coffee, managers should think how they can empower their claims reps to thank people who help.

My best success has come when I’ve given a quickly spoken request that emphasizes that I am not a salesman and their neighbor needs my help. I string everything together, talking fast – and hope they don’t hang up.

“This is Mark Fay with Acme Insurance on a recorded line. This is not a sales call. Hey, do you know Sue and Bob across the street? I’m their insurance adjuster. I don’t have their cell, could you get them our number?”

“Mark Fay with Acme Insurance, not a sales call. Did you notice Bob’s silver Mazda across the street was damaged? We’re the insurance company responsible – can you have him call us?”

“Mark Fay adjuster with Acme Insurance here – not a sales call. We’ve been trying to reach your neighbor Sue in Unit A1 to take care of some medical bills she has, could you stick a note on her door? Happy to send you $5 for a cup of coffee.”

While social media and snail mail are also effective tools, when you need to reach someone in a hurry, call people who live or work near them.

Like a good neighbor, many Americans will pass your info on.

Try it!

Mark’s Claims can be denied! Got a better way? Let us know!

Why would you NOT try to call a neighbor?

How to Choose a Claim’s Management Software

There are quite a few claims management software systems out there. How do you choose? Each company needs to make the right decision for them and what’s best for their team. If you are considering Claim Toolkit for your software needs, here are some things to know about us that could help!

Claim Toolkit has been in business since 1997, with our founders/owners still very much involved in the day-to-day operations. Both came from P&C insurance companies so saw what the industry was missing and decided to create a company. The business has been in full swing ever since and every year we continue to bring on new customers as well as serving existing ones. We ask what our customer’s need so we can enhance our products to P&C insurance adjuster’s needs. Feedback has been an essential factor in our enhancement and creation of new products.

We get asked quite frequently what insurers use our products. Though we can’t disclose names, we can tell you that some of our clients have great commercials! We also have customers that are smaller, local companies that are just as important to us. Big or small, we love our customers – they keep our wheels rolling!

No matter the size of the company or their current software, our products integrate seamlessly. All of our products are web-based application that are specific to the company using them. In the last couple of years we have even started to do single sign-on’s to make it even easier for claims adjusters to hop on our applications. They may not even realize that Claim Toolkit is a separate product/company because of this integration. We want to make it as seamless as possible to get your adjusters up and running using the product so their job is easier and more efficient.

For the amount of adjusters using our products, you’d be surprised how few questions we get about how to use our products. We have hover help, so if you don’t know what something means just hover over it for an explanation. Our compliance product, which can be overwhelming to look at because of the amount of information, has a search tool! The adjuster doesn’t need to know exactly what a chart is called but can type in a key word and the charts related to that word will populate so they can select the correct one they are looking for. Don’t worry though, we provide training on all of our products – whether you’ve been a customer for years or you’re brand new!

If you’re considering a claims management software system for your audit, auto or compliance needs – we can help! There is never any harm in learning more about how your company can become more efficient. In fact, we just signed a customer that reached out to us years ago but at that time decided to go with a different company. Sometimes, it takes comparing to realize that Claim Toolkit is what you need! Claim Toolkit was created by claims professionals for claims professionals, so maybe we can help you!

First Impressions are NOT just for Tinder

Have a tough negotiation coming up? Take a minute to think of something you can genuinely say about the case that your adversary will see as a positive.

I am not talking about their alma mater’s victory. I am talking about something in the case that you can offer that benefits them.

“I have received authority to settle this case.”

“We have completed our investigation and we can close this today.”

“I received and reviewed your recent additional documentation, thank you, it was exactly what I needed.”

Social science research from the University of Iowa showed two things:

1.) Adversaries were 80% more likely to accept less advantageous results when the overall impression of the interaction was positive.

2.) They were 60% more likely to see the overall interaction as positive if the first substantive information they received was beneficial, or positive, to them.

This technique is easy and costs you nothing. It won’t work every time, but what does? It can’t hurt. Try it and let us know what happens:

Open every negotiation with a statement that your adversary will see as positive.

You might “swipe” a great settlement.

Mark’s Claims are meant to be denied! How do you open a negotiation?

The Most Important Question to Ask

When taking a statement, many of us don’t pay attention to the answer to the most important question. Or, we might not ask it at all.

In training, investigators FLETA, the Federal Law Enforcement Training Academy, says the most important question is the “Framing Question”:

“In your own words, can you tell me what happened?”

That’s it! Sounds easy, right? It is anything but.

The skill comes when you listen intently to the answer and respond – after they have finished – with follow up questions.

You must not interrupt the person. Allow them to completely ‘play back’ the memory. Encourage them to keep talking until there is nothing more they have to say. It turns out our brains best recall things if we can speak without stopping.

Take good notes. Look for holes where follow up question are needed. In Auto Liability, listen for speed, look out and avoidance. After they have finished, ask why questions: Why did you not slow down? Why did you not see the other vehicle? Why did you not attempt to change lanes or take other avoidance maneuvers? Why could you not avoid this crash?

In injury claims, listen carefully to descriptions of the injuries and the causes of them. Follow up with questions like: Why did you not immediately seek treatment? What visible signs of injury were there immediately after the crash? When did you know you were hurt?

FLETA studies and their deep experience shows that the most accurate, complete and truthful answers are given the first time the question is responded to, and the quality of the memory and testimony degrades both by the day and the number of times the story is retold.

So, be quick to take the statement and get it right the first time.

The key point of the ‘Framing Question’ is that by allowing your interviewee to fully play back the description of the incident without interruption, they will be more truthful and more likely to include their own culpability in the statement.

FLETA trains every investigator to ask this question FIRST – before even the identifying information: that’s how important they think the question is.

What’s the most important question?

“In your own words, can you tell me what happened?”

Why Works With Us – Our Core Competencies

How is Claim Toolkit different than other companies? Besides our amazing products, why would you want to work with us? Great questions!

Our vision: indispensable market leader enabling excellence in claim investigations, assessment, negotiations and settlements.

Our mission: Training, software and consulting for the professional claim organization enabling them to pay the correct amount while acknowledging the losses involved with kindness, respect and empathy.

How often do you see those last 3 words in someone’s mission statement? KINDNESS, RESPECT and EMPATHY. this is who we are and what separates us from other claims software companies.

This is how we treat each other and that is how we treat our customers. We may be behind the scenes but we know that as claim’s adjusters, you have an extremely hard job! You are out there working with customers who have been involved in an auto accident or helping them with property damage which can the one of the hardest times someone is going through. The least we can do is support you by treating you with kindness, respect and empathy.

We might be a software company, but we are real people that treat people the way we want to be treated. No one is perfect – even though we try really hard! Is a link on our website broken? Let us know! We will send you a little gift as a thank you for letting us know so we can fix it. Has a new claim come across your desk that you’ve never handled before and you don’t know where to start? Give us a call! We can help you locate the information in our application to make your life a little easier. Do you wish the product functioned a little different to better suit your company’s needs? Not a problem, we have made changes in the past and will continue to do so to enhance our products to fit your needs. Those are just a couple examples of how we live our core competences every day.

Claim toolkit was, and is, designed to make a claims adjuster’s life easier so we are going to do everything we can to live up to that.

When I first started with the company, I talked to every employee and asked them what they liked best about their job. Just about everyone said that they enjoy seeing the difference our products make in a claims adjuster’s life – easy to find information, increased efficiency in claims handling and providing support when needed.

If we aren’t living up to these core competencies, let us know! …Thankfully, that hasn’t happened yet.

Distracted Driving – Who’s at Fault?

In honor of April being National Distracted Driving Awareness Month (we promise it’s real), let us tell you about Claim Toolkit for Auto. But first a story – which may or may not be true. You decide!

A college student was driving through a campus parking structure, going around and around to get to the bottom exit. She took a turn a little wide in the narrow structure and collided with another car coming up the parking rows. Thankfully, no one was hurt, it was just a little fender bender on the front left bumper of each car. No one was around to witness and no cops were called. Who was at fault?

Who decides who’s at fault? What questions do you ask to determine who’s at fault?

In this scenario, the girl coming down was at fault (she was going too fast and taking those turns too wide) but the claim was deemed 50/50. Could this have been ruled differently if more questions were asked? Was someone looking at their phone? Maybe reading comments on a graded paper they just got back? Or talking to a passenger about the happy hour they are going to?

Maybe this is a true story, maybe it’s not, but we’re sure as a claim’s adjuster -or anyone in the P&C insurance field – you’ve heard thousands of stories similar to this one.

It’s not a surprise – there are all kinds of distractions these days. April has even been declared National Distracted Driving Awareness Month! Are you capturing all these distractions with the questions you ask when a new claim comes in?

Did you know that 34% of all crashes have more than one driver at fault? What’s your percent? If it’s 10%, that could mean you’re giving out money that you shouldn’t!

Claim Toolkit for Auto provides accident type tips and evaluation techniques to improve claim rep skill. We give fast, accurate assessments of realistic ranges for settlements. Don’t pay out more money than you have to! I bet if you were to do a cost analysis, the cost of this product wouldn’t even be a blimp on the radar to how much money your company could be saving. Don’t worry – we can help with that. We even help with training claim reps!

Maybe your company would have won this claim in the scenario above and not have had to pay anything out. What do you think? Well, if you had Claim Toolkit for Auto then yes, maybe you wouldn’t have had to pay anything because you had the software to ensure you were asking all the right questions and your adjusters have been trained on evaluation techniques. Just think….have you been giving away unnecessary money? That’s a thought that could keep you up at night! But don’t let that thought distract you while you’re driving – or we’ve taught you nothing today:)

Introducing Mark’s Claims

Something happened when I wasn’t paying attention. I have become an insurance claims expert. As a matter of fact, I have spent a lifetime learning to adjust.

In 35 years in the business, I have been an appraiser, auditor, investigator, adjuster, manager, regional manager and Corporate Claims executive while working for a carrier. I also spearheaded major projects including new claim systems and changing a 5,000-person organization to a 24 X 7 operation.

As a vendor, I have benefitted from the experience of the 25,000 adjusters I have met in the 47 states and 4 countries I have traveled to for my job. Collectively they insure everything from cruise ships to Corollas to coconuts falling on your head. Much of what I know they taught me.

Along the way I invented five software applications in wide-spread use and today we support 80 P&C carriers, TPAs and self-insureds. Because of my career in Claims, this kid from Atlanta, Illinois (pop. 1,700) considers every day Thanksgiving. For real.

Recently some super smart team members encouraged us to expand our social media presence. We have and it has given me this platform.

After literally millions and millions of claims, I have learned a few things a long the way. The purpose of Mark’s Claims is to share some of those tips with you. I’ll be back to illuminate and share one little corner of the claims worlds I have been fortunate to have visited.

You’ll learn:

The most important question to ask in every loss;

How to deal with angry people;

The best way to disagree; and

Overall, little tricks to help you investigate, assess and negotiate any claim.

I hope to challenge you, educate you and entertain you. If you feel Mark’s Claims could benefit your team or colleagues, please like, share or message us!

Because one day – and it won’t even take 35 years – you’ll realize you are an expert.

How to Disagree (Part I): The Power of And