What makes a great insurance claims agent? Empathy

January 19, 2018 | Customer Experience | Virtual Agents | Blog


woman talking on phone
The Oxford dictionary defines the word empathy as “The ability to understand and share the feelings of another.”

By Aimee Matolka, Program Manager, Insurance Claims

Do you find yourself sincerely celebrating with a neighbor when they tell you about their child’s recent wedding? Is your heart broken when you hear that a friend’s father was recently placed into hospice care? Can you put yourself in someone’s place when they tell you that their hard-earned car was just damaged in an accident?

If so, this unique gift of empathy makes you a perfect fit for providing services at Liveops as an insurance claims agent!

What does it mean to be on the “front lines” as an insurance claims agent?

Insurance claims agents are all about restoring lives.As an insurance claims agent, you are generally the first person that the caller speaks to after a loss. This makes your role a very important one. Insurance claims agents are all about restoring lives, and that begins with empathy.

This loss could be as simple as a squirrel chewing the wires of their only vehicle or a car that slid into a ditch. It could be as complicated as a three-car accident with multiple parties injured. The caller wants to speak with someone who can empathize with their loss and help them navigate the claims process.

Attention please! Every detail matters.

Empathy is important to comfort and calm, but attention to detail in the claim-taking process is vital.

While taking auto claims sounds simple, it is also very detailed—each field filled out on the claim form has an impact on the customer later in the process. Correctly completing the claims helps the caller get back to pre-accident condition quickly and with minimum hassle. If the claim form is incorrectly or incompletely filled out, they could experience days or even weeks of delays.

Think of how you would want a family member to be treated after a loss. You would want the insurance claims agent to show genuine concern and correctly file the claim. That’s the type of agent our insurance clients are looking for.

Liveops helps independent insurance claims agent succeed

Agents tell us that this added support has been very helpful to their success.If you are invited to contract to provide services for the insurance client, you can expect a thoughtful, well-organized certification process that helps you hone your skills and experience to deliver the best service experience.

Through virtual courses and live sessions, you will learn more about the claims-taking process, how to fill out claim forms, and how to take claims in a manner that will meet or exceed the client’s high expectations. You will also learn more about the customer experience and how empathy, building rapport, and maintaining the customer relationship are needed to restore a customer’s life back to pre-accident condition in a kind and caring way.

Insurance claims agents at Liveops have a dedicated team devoted to helping them prepare to take calls. After certification, each insurance claims agent has access to ongoing support from a member of our support team whose sole priority is to help you through the claim-taking process. Agents tell us that this added support has been very helpful to their success.

Do you have the combination of empathy and accuracy we’re looking for?

If you have a natural care and concern for others, are detail-oriented and willing to take the extra steps needed to ensure accuracy, and you want to be the person who helps restore lives, you could be a great fit as an agent. Learn more and apply today to find out.

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Aimee Matolka

Aimee is the senior manager of Agent Experience at Liveops. Along with the Agent Experience team, she works closely with the agent community to develop new practices, outlets, and opportunities that enable the success of the independent home business owner. Aimee also has personal experience as a Liveops independent agent and cares deeply about helping agents succeed.

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