Catastrophe customer service

Picture this: half of your house has just burned down, and now that the fire department has left and the black, charred embers are soupy and waterlogged, your adjuster gives you a sheet of paper and asks you to write down everything in your home that is now damaged or destroyed. Not a very comfortable feeling. It’s true that policy holders have an obligation to produce this information, but their lives have just been turned upside down. They are about as ill prepared in the moment as you can get. Taking the burden of inventorying off of their shoulders is the ultimate in customer service. We see this time and time again. Carriers and adjusters that help insureds with inventory receive much higher customer service ratings than those that don’t. More than anything, it’s a powerful way to say, “you are not alone.” A great message indeed.