From the moment the claim occurs, when that First Notice of Loss (FNOL) is filed and then throughout the entire lifecycle of the claim including investigation, negotiation, and settlement, claims adjusters must rely on strong interpersonal skills to be successful. Being an effective communicator that is knowledgable, clear, and concise – while also empathetic – are key traits that are a prerequisite for the role in today’s customer-first imperative.
At the very core of the claims function, lies communication. The claims adjusters must carefully orchestrate communications with all parties involved. This presents the claims adjuster with the opportunity to initiate two-way conversations in real-time to better align to the changing paradigm of customer engagement. There is a direct correlation between the use of effective communications and the outcome of the claim.