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Returning from a family holiday our cupboard was bare so my wife and I were off to the local Loblaws for some late Simcoe Day shopping. Loading the cereal and milk into the car I heard a voice behind me: Can you help me?

A young woman approached asking us to help her as she just had an accident with another driver. She was a bit intimidated by the other driver who was already telling her what is and what is not going to happen. She had called her parents but was anxious.

In a bit of a role reversal my wife went into adjuster mode while I went into comforting parent mode. I tried to calm the woman down as she began to tear up. My wife wrote down the information she would need from the other driver even sketching out the accident based on the young woman's account. She even ran some interference between the two drivers diffusing some of the building concern.

Once the parents arrived we were on our way.

The moment did reinforce what we know as insurance professionals especially those of us who are adjusters:

Accidents are emotional events. Our customers need a calm reassuring voice giving them hope they will get through the accident anxiety. They need someone to help them, to listen to them, to stand with them. We need to answer the call: Can you help me?

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Comment by Fred De Francesco on August 7, 2013 at 10:30pm
Yes Ken: She'll get the best of technical assurance and moral reassurance when she calls the experts at her claims call center. People that "can help" as you did on the scene are a dying breed in our industry.

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