What to expect from your claims adjuster

June 19, 2017

By Derek Chu, Marketing and Communications Assistant (Co-op)

In my previous blog, Getting to know your claims adjuster, I commended LGM for having an authentic claims experience. The adjusters speak to and collaborate with dealership staff day in and day out. They’re truly in the business of building and maintaining relationships.

What I quickly came to realize during my “Voice of the Customer” training is that the human touch is what makes LGM’s customer service special. A qualified agent can really improve the experience and provide skillful support.

And yet, automated solutions are becoming an increasingly popular option for businesses across a wide range of industries. These advancements put the initiative into the customer’s hands, avoiding common issues that people often expect when they call a service support line. Automation can quickly and easily solve a straightforward problem when human judgment and critical thinking aren’t required.

Recognizing this potential, LGM has made moves towards automating certain aspects of its system. It’s inevitable that their claims process will change, but the implementation of these changes will be purposeful and methodical to ensure that the customer is always at ease.

So, what can you expect when service centres, like LGM’s, begin to embrace automated processes? How will the relationship change between the claims adjuster and the client, if at all?

LGM claims adjuster tending to a dealer inquiry.

LGM claims adjuster tending to a dealer inquiry.

Evolving service targets

Claims adjusters at LGM currently have targets that reflect their “service level.” Their main target is to pick up 90% of phone calls within 60 seconds. The average for the claims department is 97.6%. When providing a first-rate service, the immediacy of response is essential.

But what would happen if the process were automated? As a financial services company, many of the claims that come in are “one and done” in that they’re four-minute phone calls made to approve simple claims. The majority of these types of claims are straightforward and clear-cut. It only makes sense to streamline the process and allow clients to self-authenticate these claims.

The measure for LGM’s service level will need to evolve alongside automation. While automation is great for speeding up straightforward claims, it’s not the perfect solution. In a complicated or sensitive claims scenario, it’s important that the customer feels taken care of. And if there’s one thing that automation can’t replace, it’s empathy.

Customers want an outlet to seek advice, reach a settlement and escalate their claims. Adjusters will still need to pick up the phone at certain points, but they’ll mainly be watching the customer’s journey, ready to jump in when needed. In essence, automation cuts out the busy work and allows claims adjusters to focus their attention on the people who matter the most: the customer.

It’s about having options

LGM isn’t looking to get out of the relationship business or sacrifice an authentic approach to customer service. Instead, automation is about giving the customer options. In this new digital age, people have high expectations. Whether they’re a millennial or a baby boomer, LGM needs to be able to accommodate a variety of preferences when it comes to service delivery.

For LGM, customer service is all about relationships and automation won’t change that. The call centre component to claims adjusting will remain so long as people want authentic, real-life human interaction. The personal touch which exemplifies LGM’s customer service will simply be made better by certain automated processes as adjusters find more time and resources to focus on the customer.