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5 Claims Service Standards
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Gartner principal research analyst Stephen Forte offers as a baseline service standard for claims adjusters the following five-part prescription:
- Be prompt and equitable with any claims settlement.
- Give a good detailed explanation of the entire claims process so policyholders know what to expect.
- Have empathy with the claimant, whatever the channel of communication may be.
- Fulfill any promises that were made.
- Meet service expectations.