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Industry Insights

Moore: My Own Claim Problems

  • National
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Last month, I had my own claims adjuster experience. I will not go into the name of my homeowner’s policy insurance carrier or the nature of my claim. 

James Moore

James Moore

My insurance carrier ranks in the top five nationwide. The claim was weather-related. I was not able to stay in the house due to the damage.

My claims adjuster experience started with going on an app that I downloaded from the carrier years ago. The process was easy to accomplish; most of the info automatically filed in as I went through the screens.

The start of my claims adjuster experience began with Kyle (his real name) calling me within 24 hours to get a statement from me about what exactly happened to cause the damage. His demeanor was professional and caring. My first claims adjuster experience contact with Kyle was positive. An emailed letter arrived right after our phone call to confirm everything.

I originally delayed reporting the claim for two days, as I wanted to survey the damage before reporting it. I had already called out a repair company to prevent more damage and fix the problem. Kyle was OK with that and did not attempt to direct me to a carrier-related/approved repair company. 

Kyle gave me a simple list of what he needed to approve and pay the claim. Within two hours, a confirmation letter of what he needed from me for verification arrived in my inbox. My claims adjuster experience rated excellent so far.

The repair company finished in two days. It signed a statement that the repairs were related to the weather event. Kyle had contacted the company to ask for the signed statement within 24 hours after the repairs were completed.

Upon receiving the signed statement, a reimbursement check was electronically issued, less the deductible, within 24 hours. Kyle called me and also followed up with a letter within 24 hours after receiving the signed statement from the repair company. He very simply explained the way he calculated the reimbursement. Once again, his demeanor was professional. Kyle also wanted to make sure that I felt like I was treated fairly.

The claims process remained low-stress the whole time. I did not tell the adjuster that I had a claims background.

My claims adjuster experience from filing to resolution makes me think the carrier had trained its adjusting staff well. If one looks at the bolded words, the adjuster did what I always expected of myself and any claims staff that ever worked for me.

The claims experience is the product I received for my homeowner’s insurance premiums. The bottom line was that the claim resolution was fast, fair, professional and explained well to me. Kudos.

This blog post is provided by James Moore, AIC, MBA, ChFC, ARM, and is republished with permission from J&L Risk Management Consultants. Visit the full website at www.cutcompcosts.com.

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