The 3 best indicators to help you determine if your insurance company or claims administrator is handling your claims aggressively is to ask yourself these three questions:
1 – Do they return your calls and email promptly? Or, do you have to wait days (or never) to have your concerns answered?
2- Are you the last one to know if they are settling your claims? Have you ever questioned the legitimacy of a claim, thinking you were being taken for a ride by the claimant, only to find out the insurance company has settled the claim?
3- Are you kept informed about the status of your claims? Yes, you can look at the online notes, but those often are not updated regularly or are not complete. It's hard for an adjuster to put everything they do and know in writing.
If you've answered "no" to any of these questions, there is very likely a problem with how your claims are being handled. Twenty years of helping companies integrate their claims services more effectively with the claims administrator, whether its an insurance company or a third-party administrator (TPA), and I can tell you — when my client tells tell me any (or all) of these three things, I know there is a problem.
That's the bad news. The good news is this lack of attention to your claims is usually isolated to one or two offices and it is usually a situation which can be corrected. Not always, but usually. There certainly are situations that can't be corrected short of moving the business to another claims adminstrator, but fortunately, those are the exception not the rule. To learn some ways to correct these problems go to Claim Administrator Problems.
