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Claims

05:36 PM
Stephen Forte, Gartner
Stephen Forte, Gartner
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5 Claims Service Standards

Gartner principal research analyst Stephen Forte offers as a baseline service standard for claims adjusters a five-part prescription.

Related feature: Insurers Improve Claims Process Through IT Alliance



Gartner principal research analyst Stephen Forte offers as a baseline service standard for claims adjusters the following five-part prescription:

  1. Be prompt and equitable with any claims settlement.
  2. Give a good detailed explanation of the entire claims process so policyholders know what to expect.
  3. Have empathy with the claimant, whatever the channel of communication may be.
  4. Fulfill any promises that were made.
  5. Meet service expectations.

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