Our claims service report series is one of our most requested by agents…..so what the heck is a claims service report?
Claims service reports are a custom document that we sent out to our customers a certain number of days after a claim occurs, because in our agency, we monitor all claims activity. We don’t wait for the document or the notification to come in; we go out and get it. We proactively hunt for it on carrier websites, we look at things that come in, and once we see that we proactively contact our clients, and make sure the claims process gets started. In addition to that, we talk to them about the claims process, and make sure the companies are standing up to their end of the bargain and are taking care of our customers in the manner that they should be taken care of. We really feel good about that. At the end of the process, we send them out a claims service report, and we ask for feedback on how the claim went. Our claims service report have a lot of different questions on them, which kind of lead up to the final question, which is, “Tell us about your claims experience,” and those claims service reports just time after time bring great feedback, and a lot of the responses are GREAT testimonials. “Thank you, your agency just took great care of us. We appreciate you being there for us always,” so forth and so on. So keep in mind that that also is a positive emotional situation. In other words, it’s not anything negative, it’s positive, and they’re feeling good about the situation. We also forward all claims service reports to the carriers, good and bad. Carrier claims reps need to hear the good reports too. Our carriers LOVE this. We also market to the CLAIMANTS. You got it. If we are provided a name and contact information, we start a separate campaign to the CLAIMANTS. Here’s a situation that happened just last night:
I was in the office and it was late, a client walked in, I said, “Hey, how can I help you?” And he goes, “Something great happened, and I just had to come by and tell you guys, and in addition to that I want to find my agent, because I feel like I want to give him a hug. I’m that jazzed about the claims experience I just had” and I said, “Tell me more,” and he told me about the situation. What had happened was, the agent in our office had gone the extra mile. He had gone way out of his way to help him out, to make sure that a situation was resolved. It was a situation we didn’t make any money on, but he went the extra mile anyway, and got the situation resolved for our customer, and our customer was, so happy they couldn’t stand it, so they drove down here to tell him. And that particular agent was on the phone, so it was a great opportunity, that positive emotional situation was at its very highest at that point. So, fortunately, we were in an area of the office which is right near our marketing room, and our marketing gal, who’s always on it, she just kind of handed me the camera, and I didn’t even have to think about it. So I said, “Mr. Client, would you mind if we helped other people with just a few words about what just happened to you?” And he said, “Yeah, no problem, what do you need me to do.” I said, “I’d just like to record how you were taken care of by our agent, so I can share this with other people who might ask about our services.” He said, “I’d be happy to.” And right there on the spot, full of emotion, he recorded the testimonial. So, that’s a perfect example of a positive emotional situation, which is the time that you always want to ask for a testimonial, because that’s when you’re going to get your very best testimonials.
Always be taking care of your customers! “No one cares how much you know until they know you care.”