Understanding the Claims Prevention and Procedure Process
Your company should have claims prevention and procedure guidelines in place. Why? Because even if you have the best workers in the world, accidents are bound to occur. There is a shortcut to determining great prevention and procedure methods. All it involves is understanding the claims process through the customer’s eyes.
Below is the five-step process a customer will take when filing a claim. Pay close attention. Why? So that your company can craft an effective prevention and procedure process.
Step 1. The customer documents the value of damaged items.
Here is what will happen soon as the customer sees that an item gets damaged. He or she is going to take a picture of the item. Next, the person will write down what appears to have happened to the item. The customer will also note what the previous condition the item was. A customer can’t file a claim unless the person shows your company physical evidence. Also did the customer sign on the 60 cents per pound insurance or did the choose full value protection?
Step 2. The customer documents all communication that occurs with your company.
Assume that every word between your company and the upset customer gets documented. This is why your staff should get trained on how to communicate well. This will prevent bad situations from getting worse. It might even resolve some issues. Your customer will keep a timeline of the communication process. This means your company should too. Staying organized is the key to dealing with this step. For example, say one of your employees speaks to the customer on the phone. That employee should write down everything that got said as soon as the call concludes. It must match a custom moving company tariff or the company is in violation.
Step 3. The customer re-reads the contract with your company.
Ensure the contracts get worded in ways that protect your company. This means you should consider hiring the services of an attorney. That attorney can assist you with re-writing your binding or non binding moving contract templates. This will help prevent your company from having to shell out money when mistakes occur. Less liability means more revenue. What are the most important contract sections? The home inventory sheet and the bill of lading.
Step 4. The customer informs your company that a moving insurance claim has gotten filed.
The customer will ask your company lots of questions. They will concern the process of filing moving insurance claims. Each company’s policy and process is different. That is why your company must have specific guidelines in place. Train your employees for how to handle interactions with the customer. At this stage, it is up to your company whether or to try to settle the dispute with the customer. If not, it is best to provide the customer with the necessary insurance forms.
Step 5. The customer files a moving insurance claim.
United States law guarantees the customer nine months after delivery to file a claim. Your customer will get in a rush to do this as soon as possible. Once the claim gets filed, your company has thirty days to acknowledge it. The law states that you then have one-hundred and twenty days to get the claim resolved. The terms of resolutions vary based on what type of moving insurance the customer has.