You Can’t Teach Claims Adjusters This Skill

As the chief claims officer for Wawanesa Mutual Insurance Company, Erin Fischer hears one question all the time.

“The Number 1 question I get is: Do you need to hire claims people who are technical experts?’” Fischer said Wednesday.

Although technical expertise is very important in claims, empathy is an essential ingredient, Fischer suggested during a presentation at Connected Insurance Canada, which wrapped up Wednesday.

“What you can’t teach people is how to connect with people,” Fischer said during the presentation, Why Talking To Your Customer is the Next Innovation in Claims.

“We actually try to find people who deliver empathy,” Fischer said of Wawanesa’s claims hiring practices.