Two adjusters issue identical coverage denials on the same day. One fires off a form letter filled with policy jargon. The other picks up the phone first.
Six months later, the first adjuster faces a bad faith lawsuit, a blind-sided insurance agent, and a furious, soon-to-be ex-customer. The second just renewed a policy with a grateful insured who understood why their claim couldn’t be covered or paid.
The difference? A five-minute phone call.
In an industry built on relationships and trust, delivering bad news solely through cold correspondence is not just poor customer service, it’s