If we are to improve our image, attract the best people to our industry and really make a difference, we need to wake up! 

 Recently, I received a call from a young lady (let’s call her Cheryl) who is a friend of the family.  She was involved in an auto accident and wrote off her car.  Now this should have been a very simple claim to adjust.  We have a new vehicle leased within the last year, Collision coverage with $1,000 deductible and an SEF 43L.  Aside from some very minor limitations in terms of coverage as it relates to tires, battery etc., once it was determined the vehicle was a total loss, it should have taken no time at all to settle this claim.

 Unfortunately, that was not to be the case.   ‘Cheryl’ received an offer on her vehicle which seemed quite unreasonable so she contacted me.   She had been told by the adjuster to return her rental vehicle now that an offer had been made which she did.

 After reviewing her lease papers and the valuation, I suggested that she contact the adjuster and ask her to explain the valuation in light of the SEF 43L endorsement.   The adjuster’s comment was “Oh, you have that endorsement?”  Please!?!?   Isn’t that the adjuster’s job to know the coverage?  Under protest the adjuster agreed to return the rental vehicle until another more appropriate offer was made. 

After several days of hearing nothing from the adjuster, having left messages every day, I then suggested she contact her broker and have him intervene on her behalf.  After all, isn’t that what you have a broker for – to represent you?  

She was advised there was nothing they could do and to simply wait for the adjuster to get back to her. 

So here we have it another dissatisfied insurance consumer.  It’s clear that neither the adjuster nor the broker is engaged in their jobs.  If they were, they would understand how they fit into the larger scheme of things as it relates to the industry, their employer and the consumer.  They would have a desire to help their clients, know their trade and feel intrinsically rewarded for a job well-done! 

It’s time we as an industry start to focus on what’s important!  Our livelihoods depend on our customer.  It’s time to ask ourselves why we are really here and what we want to accomplish.  Then engage our employees!  Employee engagement has been proven to improve customer service and ultimately customer retention and referrals!  Let’s get to it!