How to Control the Claims Process Narrative – 4 Steps You Can Implement Today!
Do you find it grueling to organize your workflow during the claims process? If you are a beginner public adjuster, this blog post is for you.
In today’s blog post, you will learn Jeromy Leavelle’s four expert tips on controlling the claims process narrative. The key takeaways are right below, but you should read the whole post because everything Jeromy said is golden.
The following is a four-step plan to control the claims process narrative:
- Get the policyholder’s story. Don’t say much, but listen and show compassion.
- Take pictures of the damage and understand the property’s position.
- Organize and write a solid estimate with prepared arguments.
- If the insurance company disagrees, ask for proof and explanations.
Now that you know what you will be reading, let us dive deeper and teach you how to control the claims process narrative.
Get the Client's Story and Pay Attention
The policyholder is the only one who knows what happened. You should listen to what they tell you and take detailed notes.
Plus, there is another thing.
Your clients will often be frustrated because they might think no one is listening. Pay attention to their story and show a bit of compassion. If you can show the clients you care, they will happily work with you.
Together, you will fly through the claims process!
Photos and Documentation Solidify a Claims Process
One of the essential steps in the claims process is to document the damage. Take pictures or videos of everything you could use as proof or deepen your understanding of the property.
For example, start documenting where the damage originated and move towards everything the client has to replace.
Take pictures of the tiniest details, but also wide-angle pictures of the whole room. Additionally, you should document where the street is and from where the catastrophe started, particularly if you are covering roof damages.
Other than pictures or videos, you should collect all the supporting documentation like reports and expert opinions.
A mold report will go a long way when covering accidental water damage. And a weather report might be handy if dealing with hail damage.
You should also understand your role as a public adjuster. You are there for the claim process, not for the repair project.
Involve contractors to explain the repair process accounting for all the expenses and timeframes.
All the documentation will help you write a detailed estimate. With an organized document in front of them, the insurance company will either cover the claim, or you will have solid grounds for a complaint.
Write an Excellent Estimate
During the first step, while you were listening to the policyholder, if you were also taking notes, then this step will be a breeze. Because you already have everything, now you only need to organize the information and present it to the insurance company.
The first thing you want to do is similarly organize everything. You want to present the estimates, pictures, and other documents in the same order. You can use a simple spreadsheet and put each type of information in one column.
Organizing the information will do two things for you:
👉 First, the insurance company will have a simple overview of the estimates, and the supporting documents will be easily accessible. So, if they decide to pay, the process will be finished sooner.
👉 Second, if the insurance company argues your estimate, you can point to some of the damages and ask questions about them. You can quote the policy where you think they should cover the damage.
The final step is the estimate itself.
Let me tell you that you don’t have to be an expert at estimating to be a public adjuster. But you need a team of experts who can each point out all the little details and how much they will cost.
That way, you will have a complete and well-documented estimate you can present to the insurance company.
Are They Saying No? Ask for an Explanation and Proof
If you have completed all three steps, you have a great chance the insurance company will cover the claim.
But there is no guarantee. Sometimes that doesn’t happen. Or at least not on your first try.
If the insurance company declines your estimate, don’t give up. Ask them for an explanation on each of the points they disagree with. Ask for proof and argue your case further.
With detailed preparation during the claims process, persistence, and a good understanding of the insurance policy, you can ensure that the client gets the best possible deal.
And in the case you don’t succeed, at least you know you did everything you could.
This was our four-step guide to controlling the claims narrative.
Do you feel like there is more we haven’t covered?
Leave your thoughts in the comments!
It’s time to take full control of your claims. Of your business. Of your life.
A community can help you get there faster. It can offer support during these tough times. Inspiration. Guidance.
Together, we can get you to where you want to be.
What are you waiting for?