Understand the Claimant says III

Angry workers' compensation claimants need to be understood and helped by insurance adjusters, not belittled,' dismissed or 'beaten up,' one leading claims trainer says. 'These people are not the enemy. They are your customers,' said Carl Van, president and chief executive officer of the International Insurance Institute, with offices in Franklin, Tenn., and Folsom, Calif. Mr. Van said the insurance industry in general needs a 'reality check' in this regard and noted that a growing number of carriers are looking to change their 'culture' to improve customer service. 'Remember what busine...