Advisers should be asking themselves “What if it was me?”, when it comes to putting in the extra yard for clients at claim time, according to leading Adelaide adviser, Mark Thompson.
Mr Thompson was one of a number of advisers sharing their claims stories at the risk store’s annual 2010 Life Risk Forum in Melbourne.
The case study shared by Mr Thompson highlighted basic lessons that can apply to many other claims scenarios. His case study demonstrated the value of basics such as:
- Always read the wording of the original policy document
- Don’t assume that the decision made by the claims assessor/manager is always the correct decision, because sometimes they either do not have all the facts or they have not correctly interpreted the information provided
- Make the effort also for ‘legacy’ clients inherited from other advisers
But the key message from Mr Thompson for any claims case is for advisers to always ask themselves what they would do if it was their own policy claim and their own claim benefits for which they were making representations. Advisers should always apply the “What if it was me?” test, said Mr Thompson.
Other key messages from the claims case study presentations included:
- When clients are disabled, the task of preparing and presenting evidence to claims departments can be overwhelming. This is when clients need their advisers the most.
- Ensure that the definitions of total and partial disablement and offsets are understood in practice as well as in theory
- Don’t be afraid to engage with doctors in order to ensure the truth and circumstances of client contact with medical carers is known to the claims manager
- Your efforts in representing the client’s interests at claim time can be a powerful referral opportunity, when the client can see the passion demonstrated in your work
- Don’t assume the claims manager holds all the relevant details and perspectives about the claim. They may not.
- Never assume your client will know they may be eligible to make a claim, particularly on trauma and income protection policies
- Get claims testimonials from your clients to position yourself with prospective clients as someone who will be there when needed the most
- When approaching the life company on a claims matter, ensure your communications are well-constructed and supported by logic. Don’t apply pressure or emotion. Stick to the facts.
- When you are submitting the original application for insurance cover, write the application as if you were writing to the claims manager
- Persist. Be prepared to fight.
