Accidents happen. That’s why you have insurance. Recently, one of our clients was in an auto accident and they were at fault. Stacey Bowles, one of our claims agents, reported the accident to our client’s insurance company and all was flowing nicely.
Since our client was at fault, their insurance company was to pay for damages to our client’s vehicle plus the other party’s vehicle. The insurance company was responsive, and all seemed well until the other party contacted our client.
Apparently, the insurance company was handling the other party’s side of the claim less expeditiously than for our client. The insurance company wasn’t going to inspect the vehicle for six days! The other party was an elderly couple with one vehicle on which they depended for daily errands. They needed it back as soon as possible.
Accidents happen. That’s why you have insurance.”
Stacey contacted the insurance carrier directly and informed them a six-day delay was unacceptable. She explained that they should handle the other party as if they were our own. Slow service reflects poorly on us as an insurance agency as well as the insurance company and already caused embarrassment for our client.
The insurance company agreed to expedite the claim. Stacey kept in close contact with both parties, insured they knew she had inserted herself into the process, and informed them what she was doing on their behalf. She requested the other party send all correspondence such as photos and repair estimates to herself, then she personally relayed them to the insurance company to guarantee they were processed quickly. She leveraged our standing as a large agency with this insurance company and enabled the claim to be resolved quickly. Both parties were promptly back on the road.
Again, accidents happen. And when they do, all the necessary follow up is an inconvenience. Our heart is to serve our clients through insurance, which sometimes means helping other parties involved. We want to ensure the claims process is smooth and fair. It’s our way of doing business and we’ve even observed it benefits us in the long run. One of those other parties may become a client one day.