INDUSTRY OBSERVATION

Resolving Insurance
Claims Quickly

We all know that insurance coverage of any form is a ‘grudge’ purchase for most consumers and because of this, processing vehicle accident claims can often be an arduous process. In my experience, policy holders come in two varieties – the highly cooperative client and the client who is either unaware of how to do it right or who chooses not to do it right. At the end of the day, all parties want claims to be settled as quickly as possible and achieving this can depend to a large extent on the attitude of the insured party. 

Yes versus no 

Let’s differentiate between these two ‘varieties’ of policy holder in a conventional ‘truck roll-over’ claim. 

The ‘good’ client will be co-operative on all levels regarding the claim, submitting accurate, well completed claim forms where all the necessary documentation is at hand. If third parties are involved, the information supplied is normally ‘workable’. The vehicle(s) are already at the point of repair allowing for minimal delay time. A repair quote is completed or near completion. 

In terms of ‘bad’ clients or difficult claims, claim forms are inadequately completed and information is scattered. The supporting documentation is most often absent or incomplete. 

When it comes to the repair side, vehicles have invariably been left at an unscrupulous repair or salvage yard making it extremely difficult and costly for the insurer to access the necessary information. 

The insured/repairer can prepare repair estimates with an opportunistic ‘quick buck’ mindset to cash in on that grudge insurance purchase. In cases like these, repair quotes are wildly inflated and when the solitary question is asked, "Is this client trying to get the claim repair concluded as efficiently and reasonably as possible?", the answer would have to be, "No!" 

Another indicator of non-co-operation would be where the client’s vehicle manufacturer has a poor spares history/structure and the repairer ‘hospital passes’ the delay problem and the blame to the insurer. Some repair shops and clients even have the audacity to accuse the insurer of authorising alternate spares when in fact OEM spares were authorised all along! 

Compliance is smarter 

What is always evident with a ‘good’ client is his/her ability to proactively help in the process of claim resolution.

Another indicator of a ‘true co-operator’ is when they start apologising for having made the claim in the first place!

There are many, many clients in the industry who do try their utmost to be as compliant as possible and I trust the pointers above illustrate clearly the difference between cooperative and uncooperative clients and how best to put claims to rest.