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Hinder Communication Case Study

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contacted insd and reviewed claim handling, insd shared his experience and felt that he needed to rate the service he received based on the overall handling, he felt that the adjuster who inspected the vehicle was wonderful as was the others throughout the process but being a firefighter and being responsible for communicating information and it being logged he was upset that all information regarding the clmt was provided at FNOL and why it was not recorded and communicated was not acceptable. He did not want to wait to get vehicle fixed for fear of rust developing on vehicle and had to pay the $500.00 deductible He indicated we did not contact his witness who was a Pastor and should have been contacted. reviewed file that we did contact the witness who provided the correct tag information and we were able to locate the information for clmt based on that …show more content…

reviewed that we had reached out several time to TPC and finally they accepted the information we provided. Insd wanted to ensure this did not happen to others and I assured him I would provide the information to our express team for coaching of our contingent workers taking the claim information to ensure all information is provided. agreed that we failed to provide the service he should have expected and based on the delays, customer service, loss of interest on his out of pocket and inconvenience I would be happy to provide customer service in the amount of $550.00 which insd accepted but stated he would have still rated the service as indicated because he wants it know it is not acceptable for information in an investigation not to be documented on a claim. This is evidence and like working a fire all evidence is critical to the investigation. Insd thanked me for the call and provided name and number for any additional feedback or concerns he might

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