A large corporation engaging in claim intimidation? Naw, not the good guys.
Sometimes we feel intimidated because we do not have the knowledge. Sometimes we feel intimidated because someone is being a bully. And maybe sometimes it is a little bit of both. As adults you think you leave that on the playground. Apparently nobody bothered to tell some carriers about that basic rule of life.
First, lets define what a bully is and how we define claim intimidation:
“Persistent, offensive, abusive, intimidating or insulting behaviour, abuse of power or unfair penal sanctions which makes the recipient feel upset, threatened, humiliated or vulnerable, which undermines their self-confidence and which may cause them to suffer stress”
MSF Union, 1994 Citation
That about sums it up. But how could that happen to a “customer?” Remember, you are a “customer” when you pay them money, you are an inconvenience when you ask for it back in the form of a claim.
We have been in the insurance claim business a long time and we have seen and heard a lot of things. One story that comes to mind is an older lady who had submitted a claim for medical payments for a guest at her home as well as for structure and property damage. As she explained she had a guest who during the night fell and required medical attention and we believe stitches. As well, her guest had bled and there was damage to carpet and possibly personal property. She had contacted her insurance company and ultimately she withdrew her claim. You wonder why? Maybe it wasn’t a covered loss? Possibly missing part of the story?
She explained that the person she spoke to at her insurance carrier had encouraged her to not turn in the claim. Basic claim intimidation. She did at that time proceed, but after a second “encouragement” by the carrier she later decided to withdraw her claim. She explained that she didn’t like the way he spoke to her and that she had felt intimidated by the inside adjuster. Straight up claim intimidation.
She also stated that the accident was upsetting to her and she did not wish to have to deal with the man at her carrier’s office. This should NEVER occur. Actually all she wanted was to know if she would be able to help her guest out with the medical costs, replace the patch of carpet, find out if she needed to throw away the bed spread, and be asked how her guest was. Sadly she remembers an earlier time when that was the first question, oh my! Are they okay?
The human element has much been removed from our worlds at least in the areas of business. Did you know that even if this was NOT a covered loss the claim should be opened, investigated and handled appropriately? There would be medical payments available to her guest as they are not a member of the household and the carpet would be covered as well. Coverage for these elements is generally included in a homeowner’s insurance policy. And if you were wondering her guest was okay in the end, the sweet lady called her guest’s daughter to fly out and travel back home with her guest just in case.
Guess all is well that ends well despite the claim intimidation?
Claim Intimidation, Claim Intimidation
Thanks as always for reading,
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