How to deliver a death claim?

Question

This one is more for the other insurance advisors out there...Have you ever experienced a death claim? I just finished my first death claim with a client that was given to me. It was a poorly serviced client and this company hadn't talked to him in probably 10-15 years and I have never met the client or his beneficiaries.

I've offered my condolences, but did they really come off as being sincere considering I don't now any of them. It was just very awkward.

I guess my question is, how would you handle a death claim without seeming insensitive when you have never met any of the involved parties? I don't think just handing them the check and saying "If you want to invest it with me let me know" is appropriate.

Answer 1

One of the best parts about being in the life insurance business is delivering the death benefit check.  That is delivering on a promise you or someone before you made to the family, that when the insured died there would be money available.  Everyone else can give condolences, but you can give condolences and a check.  No one else can do what you can for that family.  Be proud of that and humble at the same time.  Just say I am glad I could be of service.

Answer 2

My advice in this matter would be to understand that you don't know these folks and keep in mind that if some stranger came up and offered condolences for your lost love one, it would generally come off as sincere, but just may not mean anything coming from someone they don't know.  This is not necessarily bad or good, just be nice and try to be sympathetic to their pain.  That's all we can do in our position.

Good luck to you!

Answer 3

I've handled way too many death claims in my time. But I'm a P&C adjuster - so the one's I handle are different from a life claim.

If you are talking about delivering the life insurance check - you may want to see if they would rather you mail the check or if they would rather you deliver it. I find that some folks want the distance that a telephone/mail provides. Others want the face to face contact. They want to look me in the eye. Since I don't handle life claims- I don't  know if face to face is required for you or not.  

It's ok to tell them you are sorry for their loss. If they have any questions or if there is anything you can do to please call you and give them your card with your phone numbers. The sincerity is not your words - it's your posture, the tone in your voice. I have never met any of the people involved in my death claims so the fact you have not met the person does not prevent you from being sincere or kind.  

If they talk about the loved one who passed - it's ok to tell them "I'm sorry I never got the chance to meet Mr. Smith, he sounds like a really wonderful person."  Be yourself. Be kind.  Try to speak to them they way you would want the insurance person to speak to you or your family member. Unless they ask you about what to do with the money - I would not try to sell it as an investment.

You may want to give it some time and then follow up with a phone call - just to let them know you were thinking of them and wanted to see if they have any questions or if there is anything else you can do for them. Again, if they have questions about investing the money- they will ask you. Most of the death claims I handle - the deceased's family needs the money to pay bills. Investing it is usually not an option.

Death claims are never easy. But you get more comfortable with it as time goes on. It's your chance to fulfill the promise that was made when they purchased the policy.