HOW TO HELP YOUR CLAIMS ADJUSTER
By Derek Chu, Marketing and Communication Assistant (Co-op)
Every claims adjuster is different, each possessing different skills, processes, and personalities, but together under the LGM banner, they are unified in their approach to supporting dealers. Collectively, the team at LGM has more than 340 years of relevant experience – they are veterans of their craft. While most of the adjusters have extensive backgrounds in service advisory, extended warranty, and automotive mechanics, all are experts at communication with the ability to provide clear, concise instructions.
But regardless of their strengths, know that you can help your adjuster and enhance your call experience. Make sure the adjuster has what they need: the customer’s name, a VIN number, part numbers, and other documentation that might be relevant to your claim. If you cover their needs, they’ll more easily be able to cover yours.
The Three Cs
At LGM, the main tenants of claims adjusting are referred to as the “Three Cs.” These questions are necessary to ensure that the customer is heard and that the correct procedures are followed. It is essential that these questions are answered in full:
- Customer Concern – According to the customer, what’s the problem? It’s important that the adjuster is aware of what the customer is concerned about.
- Cause of Failure – What’s your assessment of the problem? With your assessment, the adjuster can use the information to run price checks, verify if the failure is covered, and help you come to a solution.
- Correction – What’s the proposed solution to the issue? The adjuster will work with you and help you figure out an accurate correction.
Once the basics are covered and the adjuster has a VIN number, part numbers, and the customer’s name, the rest of the claims process is reliant on context.
What to Give Your Adjuster
At times, when the cost of a claim is high, you may be asked to take pictures of the failed vehicle components. Including a short text description along with the images will help the repair facility to quickly identify the cause of failure. Cars can be dirty or they may have pre-existing damage, and without context, it can be very difficult to examine the claim. The goal is to raise the efficiency of each claim so that everyone can do their jobs with minimal hassle.
Due to the volume and complexity of claims, many of the LGM adjusters work on multiple claims simultaneously. This is particularly true when the cost of the claim is high. And while large claims aren’t necessarily more difficult, they are more time-consuming; photographs, maintenance histories, prior invoices, possibility of onsite inspection, and customer payments must all be processed. Be patient with your claims adjuster and be sure to provide adequate context to expedite the process.
In the next and final part of the series, I will outline what you should expect from a claims adjuster. Service excellence is something to strive for and to achieve it, adjusters need to be able to accommodate across many avenues of communication. And remember: the Three Cs are crucial to the claims adjusting process!
Read part one in the series: Getting to know your claims adjuster