The stress associated with experiencing a third party bodily injury liability claim can be overwhelming for your customers.   The very nature of the event is not pleasant; someone is blaming the policyholder for an accident that lead to injuries.  A sometimes complicated legal system that can be seemingly void of common sense does not help a situation with so many inherent uncertainties.  It can be complicated for both the injured claimant and the insured policyholder.

The liability claims professional is tasked with making the complex seem a little simpler for the policyholder.  As with everything, correctly executing the fundamentals is the key to victory; ignoring the fundamentals is the key to defeat.

Rather than getting too technical by delving into the claims process (Investigation → Documentation → Analysis → Resolution), let’s briefly examine some associated fundamentals from the insured’s perspective.

Customer Service

The insurance professional has experienced the process hundreds of times, the policyholder has not.  Walking the customer through the process upfront and explaining at least some of the ‘why’ is crucial.  Asking someone to take a journey without a map will only add stress.

Professionalism

The big picture is important but the difference is usually in the details.  We need to understand both if we want to win the confidence of our clients.

Fiduciary Duty

The liability claims professional is obligated to protect the insured’s interest.  It’s hard to go wrong if we put ourselves in their shoes.

Ownership

Standing by the policyholder in a time of need is the message of plenty of insurance commercials for good reason.   A claims professional who becomes vested in the claim on behalf of the insured is an essential step in making good on the promise.

The claims staff at Tower Hill is committed to successfully executing the fundamentals and striving for professional excellence in support of our agent partners and policyholders.

Jason Neville

About Jason Neville

AVP, Liability & Subrogation Claims
Tower Hill Insurance Group

Jason earned a B.A. in Business Administration from the University of Florida and holds both the CPCU and AIC professional designations. He has worked in the insurance industry since 1999 in various adjusting, supervisory and management level positions. Jason came to Tower Hill in 2004 and currently oversees the Liability and Subrogation operations. He also serves as President for the North Central Florida Chapter of the CPCU Society.