Should insurance brokers and managers who run insurance companies stand up for their insurance customers? While the comment section is sometimes transferred, I noticed that a leading insurance broker, Irene Ochoa, stood up for insurance clients when he responded to an article in the Claims Journal Comment: J.S. Held CEO refutes "Claims Surrogate" label .
There is one sentence that my marketing team really wants me to boldly quote from Held's article:
William F & # 39; Chip & # 39; Merlin is both a nationally known and a respected lawyer. for policyholders who raise questions in a timely manner in their blog.
I'm sure there are some skeptical insurers wondering what secret information I have about Jon Held.
Still, the point of my blogs, The Big Insurance Claims Trend ̵
So where are they? Why are so many overworked and leaving the industry? Why do we more often see that they leave the damage function to others or make no decision at all? We need good adjustments to property insurance. Their role is important.
Maybe I should just let others write for me. In response to Jon Held, insurance broker Irene Ochoa wrote eloquently:
Outsourcing is not new, but the use of "trend" to describe increasing use seems appropriate, from my perspective, as does Mr. Merlin's use of "surrogate" in an increasing number of instances. As a broker, I am aware of both sides of the claims process and witness too often a practice that even inadvertently encourages policyholders to perceive specialty providers as adjusters or insurance company staff with an ethical and trusting obligation to them, the policyholder. This is simply not correct.
The insurance company adjuster must take undeniable, full ownership of these areas of responsibility.
Often, claims are a traumatic, confusing time. Therefore, it is imperative that the insurance companies clarify (orally and in writing) the supplier's purpose and limitations. It is equally important that suppliers, as often as necessary, make it clear that they are NOT adjusters, they are NOT authorized to limit the extent of the damage. They CANNOT make coverage determinations or discuss insurance policies, restrictions or exceptions. The insurance company adjuster must take full ownership of these adjustment responsibilities, and contrary to Herr Held's statement, I hold "deliver [ing] the news" to the policyholders in a clear and concise manner supported by the policy language, which is prescribed in the state's requirements most basic, important and regulated tasks.
Ideally, suppliers would remain in their lane, but the simple, common act of limiting a policyholder's claim description is an inappropriate denial of coverage. Because all restrictions must be fully reviewed and supported by policy language. A simple statement about "it did not happen on the same day" can also be an inappropriate denial of coverage as it requires knowledge and appropriate application of the policy definition of an event. There are too many ways for a provider to be surpassed to be listed here, but you get the idea of why insurance adjusters need to control the process completely.
Consulting companies can try to give clear impartial opinions and pride themselves on objectivity and in fact many do just that. However, there are many insurance articles written that document a less than perfect record. Thankfully, lawyer William F Merlin, a nationally known and respected advocate for policyholders, is well on his way and brings this issue to our attention. Regardless of our role, we can agree on the rights of policyholders to be protected.
It is important to understand another's view. Appreciating where others' perspectives come from is also relevant. Those who sell and market the insurance product play an equally important role, if not more, than the claims function. After all, if the insurance is not sold, there can be no insurance claim.
In my opinion, it can be very enlightening to listen to the opinions of agents and brokers for those of us who are struggling.
Thought For the day
We meet aliens every day who have something to give us. They come in the form of people with different opinions.