Bridging the Gap: Unravelling the survey results where claims staff and lawyers share their gripes and wishes.
In this blog, we dive into a survey conducted by Fell Consulting, where claims staff and lawyers shared their gripes and wishes.
In the complex world of insurance claims, the relationship between claims handlers and lawyers plays a crucial role. Both parties have valuable insights and expectations, yet there can be challenges and frustrations that arise from miscommunications and divergent perspectives.
Picture claims handlers as the elegant leads and lawyers as their ever-dependable dance partners. But just like any dance, missteps and misunderstandings can lead to a few fumbled toes.
Join us as we delve into the results of a survey conducted by Fell Consulting with Claims Staff and Lawyers, shedding light on their mutual grievances and aspirations.
Why did we do this? Because by understanding each other's concerns, we can foster stronger collaboration and improve outcomes for all stakeholders involved.
What Claims Handlers Wish Lawyers Would Do:
1. Streamline Reports and Communication: One of the recurring complaints from claims handlers is the burden of lengthy and unnecessary reports, market calls, and updates, 100% of participants cited this as a cause for exasperating the claims/lawyer relationship. Such practices can create the perception of inflated fees. Claims handlers surveyed reported that they appreciate concise, strategic thought and decisive action from lawyers. Clear guidance, avoidance of duplication in reports, and prompt responses to deadlines set by the claims handlers are all desired improvements.
2. Focus on Client Needs: Claims handlers stress the importance of lawyers tailoring their services to meet the specific needs of clients rather than adhering solely to their firm's capabilities. They desire a deeper understanding of the clients' commercial considerations and proactive management of budgets to ensure cost-effectiveness. Additionally, claims handlers value honest advice, emphasizing that lawyers should not overstate the strength of weak or unrealistic coverage arguments to please the client.
3. Effective Communication and Expertise: 100% of Claims handlers surveyed appreciate lawyers who clarify their understanding of instructions and provide timely feedback. They also emphasize the importance of technical legal expertise and the provision of management information (MI) tailored to client needs. Personable and approachable lawyers with good people skills are also highly valued.
What Lawyers Wish Claims Handlers Would Do:
1. Respect for Billing and Instructions: 100% of Lawyers surveyed expressed frustration when non-lawyers, such as TP Billing/Auditors, determine the time and fees allocated to a case. They advocate for trust in the lawyers' professional judgment and discourage fee-cutting without valid reasons. Lawyers also expect claims handlers to promptly provide instructions for court deadlines or settlement authority and to respond to their advice.
2. Clear Instructions and Collaboration: 100% of Lawyers surveyed emphasized the need for clear initial instructions from claims handlers, which helps ensure efficient and effective case management. They desire a collaborative approach with claims handlers, particularly in developing strategic plans and exit strategies. Unrealistic deadlines, inconsistent communication, and unrealistic expectations of legal spend are areas where they seek better alignment.
3. Mutual Understanding and Feedback: Lawyers appreciate claims handlers who have a deep understanding of legal advice and actively involve lawyers in discussions with third-party administrators and adjusters to avoid duplication. They also value clients who provide all necessary documents and information promptly. Furthermore, lawyers stress the need for more feedback on performance to address any issues early on.
Bridging the Gap
Effective collaboration between claims handlers and lawyers is vital for successful insurance claims management. By acknowledging and addressing the concerns expressed by both parties, such as streamlined communication, client-centric approaches, and mutual understanding, the insurance industry can foster stronger relationships and achieve better outcomes. It is essential to bridge the gap between claims handlers and lawyers to ensure smoother operations, increased client satisfaction, and improved overall efficiency in handling insurance claims.