What are some good tips for a newly hired insurance claims rep?

Question

I just got a job working for a major insurance company which starts in October. I'm going to be working as a full time claims specialist... In other words I'm going to be on the phone at least 80% of my day taking insurance claims and I am horrified! I've been unemployed for quite sometime and I can't afford to pass up this offer, plus the job pays well.

I'm not scared of doing general customer service on the phone, as a matter of fact I'm pretty good at it. I am, however, scared of the clients that will be calling. For the most part anyone who's making a claim had something pretty bad happen to them. Whether a tree fell on their house, a minor fender bender or a wife calling about her husband life insurance after his passing... They're all going to call me. I've never been good with words during times of great loss or death. So, I'm not sure I'll be able to do this job well.

I'm going to receive 6 weeks of training but my biggest fear is I won't know what to say to someone who is grieving considerably over the phone.

Someone please give me some tips or advice!

Does anyone have some serious advice.

Answer 1

If you are working in a report center taking claims -- that means you will only be on the phone with folks for a few minutes.

The company will teach you how to handle these situations -- to be professional and to show care/concern.

But, in taking claim reports - most people realize you can't do things for them (get a rental car, pay medical bills etc). They know the adjuster is the person they have to talk to for that.

But, if you do run into someone who is taking it out on you -- remember-- it's not personal.   If this person met you on the street in different circumstances they would act toward you the way they are or call you that name. So, don't take it personally.

Also -- all call center calls are tape recorded. When the customer calls - the automated system will tell them the call is recorded.  Knowing you are on tape helps you keep your cool and the customer is less likely to lash out to you.

You have already picked up on a big fact. That if they are talking to you --something bad happened.  Even if it's only a bumper cover scratch-- it's bad to them.

I've handled claims with fatalities involved. This folks usually don't take it out on you. You just have to handle this a couple of times to learn the best way to do it.   Since you are on the phone -- your voice becomes the best way to show kindness empathy.  When someone is up set  or grieving -- alter your voice - take on a kinder softer tone. It's even ok to say "I am so sorry for your loss".  Give them the claim information.  If the accident is that serious -- there is a good chance it will not be called in by the next of kin. It's going to be someone connected to the family -- but maybe an extended relative or friend.

When you go through training - If they don't tell you how to handle this type of situation -- ask.

But the vast majority of calls you take -- will not be fatality type calls.

You can do this job. The first year will be the hardest. But - by doing the job and listening to how others handle calls - you will develop the style that works for you.  

Welcome to the world of Insurance.  

Answer 2

You will learn to love this job.   You will find some interesting people and get to hear some interesting stories.

The company will train you on their computer system and then all you have to do is ask the questions on the screen and fill in the blanks.   It couldn't be easier.

Relax,  you will do fine and you will enjoy it.