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Tips for Assisting Your Customer with Damage Claims


January 23, 2019

Disasters can strike at any time. As an insurer, you are one of the lifelines to helping a person get back on their feet—no matter what the situation may be. When walking your customers through damage claims, a few little changes can go a long way. As you find new ways to help your customers, use some of these tips! From proactive assistance and common questions to have answers for, to assistance explaining the process, this guide will help you walk your customers through a stressful time. 

Proactive Measures


One of the best ways to gain the trust of your customers is to provide proactive help. When you establish yourself as a “content expert,” and provide valuable information ahead of an issue, they know they can count on you. A few examples of ways to help your customers include: 
  • Monthly or quarterly emails sharing what to do in the event of a fire, natural disaster, or other property damage situation. You do not want to over-communicate with customers to avoid them opting out of your messaging, bi-weekly to monthly is great for regular communications. 
  • Occasional calls to check in to say hi to your customers and ensure they still have adequate coverage. 
  • Send birthday cards with a friendly, informational message. 
  • Share information on how to avoid some common mistakes that lead to issues. 
  • Provide information on your website that is easy to find, providing all the information they need in the event of an emergency or to find basic information. 

Common Customer Questions


It is important to be prepared to answer any questions your customers have. Here is a list of frequently asked questions by customers. While many pertain to specific client questions, have information or programs accessible to be able to answer their questions. 
  • “What is the value of my property?” 
  • “What is my policy coverage?”
  • “If I rent out a space, or have guests, will their belongings be covered in the event of a fire or disaster?”
  • “Do I need to expand my coverage?”
  • “Am I legally required to have homeowner’s insurance?”
  • “What are the limits of my policy?”
  • “If someone is hurt on my property, does my policy cover them?”
  • “What is an insurance umbrella policy?”
  • “I am self-employed, does my insurance policy cover my businesses equipment and supplies?”

Working with Customers


When it comes to working with customers with property insurance on their large loss claim, patience is key. It will help you to be prepared to answer questions from your common requests list. You can also get inspiration and tips by reading these 10 customer experience tips for insurance in 2018. 

Another great resource to provide the best customer service possible to your customers is Aspen Claims Service. We offer a network of insurance adjusters 24 hours a day, seven days a week, anywhere in the continental United States. Get assistance with daily and catastrophe claims, as well as underwriting, reinspection, and large losses. Need some help with overflow during a large event? We also provide on-site branch assistance. Call us today at 888-819-5904 to see how we can help.