Effective Claims Resolution Starts Well Before Any Loss

All carriers and brokers encourage their insureds to read and understand their policies. Claims resolution relies on all the work after that.

At best, when a claim occurs it is swiftly paid and insureds understand their policy language and feel protected by it. In the worst cases, insurers and insureds spar over what is and isn’t covered.

Disagreements can spiral into litigation, leaving all parties frustrated.

While some claims issues arise out of different understandings of policy language, often the disagreement about the claims process itself.

‘Often the issue is not a dispute about whether or how much a loss is covered or not,’ said Kimberly R. Vaughn, vice president of claims experience and customer analytics at Amerisure. ‘There is agreement between the policyholder and the carrier about that. Rather the issue is the claims management process. That could range from how expeditiously the claim is being handled to whether to settle or go to trial.’