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How to Explain Property Insurance to New Customers

June 12, 2018

As a person in the insurance industry, property insurance is very familiar to you. However, it is always important to remember it is not to the customers you work with each day—especially those new to this type of insurance or situation. It can be easy to fill the conversation with words they may not understand, or internal, insider knowledge. Give your customers better service and take a refresher on property insurance. It will help you learn to break things down on a level they can understand—and make the entire process a win for everyone!

What is Property Insurance?

As you know, property insurance protects homeowners and renters in the event of a destructive situation that negatively impacts a structure. These incidents can occur due to a variety of reasons such as inclement weather (storms, floods, or earthquakes), fires, or theft. The customer will purchase a specific amount of insurance to protect their valuables up to a certain amount. There are also a variety of elements to be included in property insurance, it is not an umbrella over all things. This can be confusing and devastating to certain customers who have damage that is not covered by their plan.

Explaining Property Insurance to Clients

When speaking with customers about insurance claims with their property there are a few key terms to use and explain. First is “replacement cost.” Based on how much insurance they purchased, the damage will be covered up to a certain point. This is the amount that it will take to replace what has been damaged. Actual cash value is another common term to help break down to customers. This is what an item will cost based on what it is worth today. It takes into consideration it’s condition as it has aged over time and been cared for. Last, another term used often to help break down to new customers. The deductible is the amount of money the person is responsible for paying, while the rest will be on insurance. If you have a new customer that is unfamiliar with the process, provide them with these homeowners insurance basics for help.

Working with Customer Claims

As you work with new customers, it is important to have patience. You can do this in a variety of ways, including explaining the differences between daily and catastrophe claims.  Be prepared to walk through each step thoroughly and ask along the way how they are doing. Make sure they feel comfortable telling you what they do not understand. When you hit bumps in the road, show empathy. This will help prevent an “us vs. them” mentality. When sending out an adjuster, be sure they understand the process and who will be coming to review their property.
Does your insurance company need assistance when it comes to insurance adjusting assistance? Aspen Claims Service is here to help. We provide a wide array of adjusting services for both residential and commercial properties. We also have the knowledge and expertise to speak with new customers to ensure they understand all steps during the process. We have adjusters available 24 hours a day, seven days a week throughout the entire continental United States. Call us today at 888-819-5904 to get started.

Are You Prepared For A Volcano? - Aspen Claims Service

May 30, 2018

There are nearly 165 volcanoes that are active in the United States today. If you have been watching the news, you may have heard about the eruption of the Kilauea volcano, located on Hawaii’s Big Island. Volcanoes can lay dormant for years, possibly even hundreds or much more. However, when they do erupt, the damage is devastating. Learn about volcanoes like the one wreaking havoc in Hawaii and tips for insurance adjusters working with clients.

What are Volcanoes?

Volcanoes are mountain-like formations with openings on the top, that can live in water or land. They are classified as active, inactive, or extinct. A majority of today’s active volcanoes are located in the “Ring of Fire,” which is a 25,000 boundary, somewhat semi-circle in shape, located in the Pacific Ocean. This area covers coastlines, water, and islands on or near Australia, Asia, Europe, North America, and South America.

Basics of Volcanic Eruptions

Volcanoes are filled with magma, which is made of hot liquid, minerals, rocks, and gasses. Magma becomes lava if they erupt and exit the volcano. It all begins when there is movement of the plate tectonics underneath the earth’s surface, it causes the magma to rise. Each volcano’s magma is different in thickness and consistency, which makes a difference in the destruction if it erupts.

Over time, while volcanoes lay dormant, energy may be building. The magma will slowly continue to rise until it eventually erupts out of the volcano. The lava may flow out during an eruption slowly, while some volcanoes have explosive eruptions.

In these cases, the magma bursts out so violently it changes construction into something called “tephra.” Tephra is rock-like and can be small and ashy or very large, even as big as a house! While slow moving, lava is also destructive.

Problems and Dangers

One of the primary dangers of volcanoes is the lava or tephra. Lava is hot liquid that is dangerous but slow moving. Those living in an area need to heed evacuation notices but when returning, homes, buildings, plants, landscaping, etc. can be destroyed. Land can be forever changed. The ash that comes out of volcanoes is also hazardous to humans, wildlife and plant life and tephra can be extremely dangerous because it can range in sizes to be as large as a house! The ground will move, mudslides and more can occur, making it a dangerous place to be. Breathing in tephra and other gasses is dangerous, too.

Tips for Insurance Adjusters

Residents and property owners in areas near volcanoes should have volcano insurance that protects their home and property from destruction. Be sure to fully review what type of insurance they have. Many are covered for the direct effects, such as lava, but may not be from natural disasters the occur because of the eruption. In many cases, insurance also does not cover the removal of the remnants of the lava or ash.

If your insurance agency ever deals with an influx of requests due to a volcano, Aspen Claims Service can help. Catastrophe claims are one of the many areas we excel in, helping you better serve your customers. Call us today at 888-819-5904 to see how we can help your business.

What You Need to Know About Earthquake Property Claims

May 16, 2018

Earthquakes strike at a moment’s notice, not giving much time at all to do anything other than evacuate. Once the thread is over, a property owner has to assess their damage. It is a stressful time, making it important for insurance companies to help throughout the process. Learn about earthquake statistics in the United States, tips to help your insurance company manage claims, and when you may need to call in additional adjusters to assist with property claims.

Earthquake Overview

An earthquake can occur when the earth has two tectonic plates that slide pass or break apart from each other, causing the ground to shake. The science of earthquakes can be quite fascinating, however, they can cause must destruction depending on their magnitude. To measure the magnitude, the Richter Scale is used.

The Richter Scale ranges from one to 10, with 10 being the highest and most destructive. Once an earthquake is over, there is still the chance for aftershocks, which is an earthquake with a lower magnitude. In addition, if an earthquake happens in the ocean, it can create incredibly large waves, tsunamis, that can be destructive and dangerous.


To date, one of the world’s highest recorded earthquakes was a 9.5 magnitude in Chile. The largest recorded in America was a 9.2 magnitude quake in Anchorage, Alaska in 1964. The west coast sees the most in earthquake activity as it has close proximity to a seismic belt. However, they can strike wherever. There are fault lines in the Midwest, especially Oklahoma, and southeast coast of the country increasing the chances for an earthquake to occur.

Tips for Your Company to Manage Claims

The customers you serve may be in an area where earthquakes are more likely to happen. Once an incident occurs, adjusters will go out to assess the damage. Each event is unique, as is everyone’s insurance plan. It is important to pay close attention to your clients plan to ensure you use their coverage. There are many home or property owners that do not have insurance the protects them again earthquakes, so no matter what the case, it is best to be forward with them in a caring manner.

Calling in For Adjusters

If an earthquake causes total destruction to an area, it can really cause a spike in your business. With these home and property owners still getting over the shock of the quake, and processing damage, it is important to provide great service. You do not want your customers to have to wait extended periods of time to start their claim. If this is the case, make sure you take advantage of remote adjusters. They can handle the excess work and evaluate claims.

Do you have, or think you will have increased workflow? How to get assistance with insurance claims is important—which is why you can trust the experts at Aspen Claims Service. Our team of nationwide claims adjusters is available throughout the contiguous United States, specializing in daily and catastrophe claims. Contact us now to get us in your system at 888-819-5904 today to get started.

How Claims Adjusters Should Approach Rare or Uncommon Property

May 2, 2018

Claims adjusters have a career that is based on research and investigation. In some cases, a specific piece of property or a vehicle might be rare, creating a new experience for the adjuster. If you have a client that has filed a claim, that includes something uncommon or rare, it is important to know the steps to take to ensure they receive a fair amount. Learn how to get started with a rare claim, tips for working with your client, and how to work as an independent adjuster if you are hired by a person looking for a second opinion.

Getting Started

Accidents happen every day. As an insurance adjuster, it is probably second nature at this point to go through all the steps in the process. However… what happens when you are faced with finding the value of something rare? It can be a challenge. After your initial conversation with the client, your work will begin.  While working closely with the client, you will need to be prepared to do additional work and research to educate yourself on the item. This research will include:
  • Learning more about the item
  • Investigating average costs for the area or country
  • Look into any additional costs or work that went into the property
  • Finding existing flaws and issues through understanding depreciation basics

Working with the Client

When you are working with a client that owns a piece of rare property that has been destroyed due to an accident, it is important to assure them you are working to find an honest amount. You have to remember—in the back of their mind, they are looking out for their investment.

In the initial claim, you may not realize how rare a specific item is unless they tell you. Whether they do or do not, once you are in your initial stages of research, you will quickly realize it is different. As you continue your research, make sure you have all details about the accident and as much as you can from the owner. This will help you find a fair amount of their claim or to determine if the property is a total loss.

Working as a Personal Adjuster

In cases where a piece of rare property is damaged or destroyed, you may be approached to be the second opinion on an existing claim. If a client feels their original amount or decision is unfair, make sure to get all of the information about the original case as you can. Also, be sure to go in with an open mind without letting the existing response play a role in your decision or research. As you work, you can keep in mind any flaws they felt were made and see how you can find other solutions for them.

At Aspen Claims Service, our team of experienced adjusters can assist with any uncommon or rare situations your customers are faced with. When your area or firm is faced with an increase in claims, having a team that can step in to help with longer, ongoing, and rare claims will reassure those customers. Make sure your team is experienced with the frequently asked questions about property claims and call us at 888-819-5904 to see how we can help with your claims.


Important Programs and Brands Property Insurance Adjusters Use

April 18, 2018

If you are seeking additional help with property insurance adjusters, there are many factors to consider. With different programs to use, it is beneficial to know what a team is accustomed to that will help expedite the process. From three different programs and brands, to learning why you should hire on additional help and what to look for, you can rest assured you are making great decisions for your company.

Top Programs and Brands

Of the many programs and brands available, here are the top four that are beneficial from a claims service:
  • FileTrac™: To ensure a team has the most up-to-date information, FileTrac™ is used. It is a claims management system that allows for real-time statuses to be viewed at any time.
  • TruReview™: This program is for internal and field staff that allows them to have a complete and thorough review of all claims. Ideal for cost savings, this program ensures accuracy and an expedited delivery. This will be used also for additional claims that may need to be seen by additional teams, with the ability to have a report approved and sent to the client.
  • ProEd™: The ProEd™ education program is ideal when training adjusters for catastrophe and daily claims. It goes over the latest and most advanced techniques in the profession. It will lead to a new skill set for adjusters, and help them be more proficient in their work.
  • ReScope™: Used for re-inspections, ReScope™ ensures the most accurate process in the industry. It covers differences in costs and scoping, as well as auditing on existing files per a customer’s request.

Reasons to Hire Additional Adjusters

You may be wondering, “do I need extra help?” A claims service is ideal to have people available 24 hours a day, seven days a week. Experienced in everything from hail and wind, to fire, snow, and ice, as well as hurricanes and tornadoes, a team will quickly work with residential and commercial entities. Each step of the process is crucial. Claims services will assist with large losses, accident investigations, re-inspections, underwriting inspections, and branch assistance—using the latest software for accuracy and efficiency.

What to Look for in an Adjuster

Once you have made the decision to work with a claims service, the platforms they use for their business are key. Ask them what is used and how you will benefit from them. Next, ask how their service is. Are customers happy? What is their standard for premier customer service? It is important to work with a service that will work hard and have a great attention to detail.

Do you have increased workflow? How to get assistance with insurance claims is important to recognize and handle. From using the latest in technology to providing excellent customer service, Aspen Claims Service is your-go to service. Our team of adjusters serves the continental United States, 24/7. Accidents don’t stop at 5 p.m., so neither do we! We are here to serve you and your customers at all hours. Call us today at 888-819-5904 to see how we can help you.