Bridging the Gap: Empowering Transformation by Resolving Challenges with Proactive Solutions

Effective communication is vital in the insurance claims process, where claims professionals and lawyers work closely to navigate complex legal matters and achieve successful claim resolutions. To gain insights into the prevailing communication challenges and potential solutions, Michelle Anderson of Fell Consulting conducted a survey across both claims professionals and lawyers.

In this blog, we will discuss the results of this survey and explore how ClaimDeck, a powerful collaborative platform, can help address the identified communication failures. By leveraging the capabilities of ClaimDeck, claims professionals and lawyers can enhance communication, streamline processes, and foster productive collaboration, ultimately leading to more efficient and successful claims outcomes.

Claims Handlers' Perspective:

Fee Padding: Claims handlers express concerns about fee padding, where unnecessary long reports, market calls, and updates give the impression of inflated fees.

Long Reports Not Wanted: Claims handlers prefer concise reports, but lawyers argue that shorter reports offer less protection and cover limited information.

Poor Response Times: Claims handlers highlight poor response times as a communication failure, which can lead to delays and frustration.

Clarification of Instructions: Claims handlers request lawyers to clarify their understanding of instructions given, as initial instructions can often be unclear and vague.

Awareness of Budget: Claims handlers stress the importance of lawyers being aware of the budget and cost constraints, as clients want extensive work but may not be willing to pay for it.

Lawyers' Perspective:

Cutting Fees for No Reason: Lawyers express frustration with claims handlers cutting fees without valid reasons, which undermines trust and can negatively impact the working relationship.

Short Reports Offer Limited Protection: Lawyers argue that shorter reports, preferred by claims handlers, may provide less comprehensive coverage and protection in complex claims.

Poor Response Times: Lawyers also acknowledge the issue of poor response times, indicating a mutual concern about timely communication.

Unclear Initial Instructions: Lawyers point out that initial instructions from claims handlers can often be vague or lacking clarity, making it challenging to provide precise advice.

Commercial Considerations: Lawyers expect claims handlers to communicate the commercial considerations of the client more explicitly, particularly when seeking a commercial exit strategy.

ClaimDeck: Bridging the Communication Gap in Insurance Claims

These top communication failures highlighted by both claims handlers and lawyers shed light on the challenges and misalignments that can arise in their working relationship. Addressing these communication gaps, such as addressing fee concerns, clarifying instructions, and promoting timely responses, can lead to improved collaboration and better outcomes for all parties involved in insurance claims.