- Real-Life Time Management for the Claims Adjuster
- A practical, full day (8:00am
- 5:00pm) workshop which includes real-life scenarios geared
specifically toward the claims adjuster. Adjusters use their
own issues and barriers in problem solving exercises to focus
on result oriented activities. Students leave with some very
practical methods of improving time management, which they can
put into place right away, as well as some methods that require
management support and involvement. Customer service is strongly
emphasized throughout the day.
- . .
- The 8 Characteristics of the Awesome Claims Adjuster
- A full day (8:00am - 5:00pm)
workshop designed to heighten the awareness of the characteristics
which are the trademark of truly exceptional adjusters (Attitude,
Initiative, Customer Service, Teamwork, Desire for Excellence,
etc.). Students are involved during the day in group discussions,
role-play, team exercises and self-evaluations. Throughout the
day, each student is required to develop an action plan which
includes changes they are actually going to make in order to
enhance the area they identify as needing the most improvement.
- Important note: This is not
a class to correct performance problems. This is intended for
already solid performers who wish to become superior.
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- . .
- Negotiation Training for the Claims Adjuster
- A full day (8:00am - 5:00pm)
workshop designed specifically for the claims adjuster. Both
represented and unrepresented approaches are discussed and practiced.
Students learn how to identify and respond to the negotiation
games others play. Empathy, listening skills and customer service
are utilized as tools in setting up improved negotiations. Some
true-life negotiation tips for adjusters are practiced. Class
is light on textbook theory, and heavy on real-life claims negotiation
handling. (1/2 day mini-workshop available)
- . .
- Conflict Resolution for the Claims Adjuster
- Staying effective during
unpleasant situations is the hallmark of the most successful
adjusters. The main objectives of this course are to explain
the psychology that governs upset customer behavior, suggest
steps to take after the customer is gone, present strategies
for successful customer encounters, and advise adjusters about
their actions and attitudes.
- . .
- Upon the completion of the
course, adjusters will have learned: why it's important to calm
upset customers; why we sometimes want customers to complain;
things we can learn from upset customers; why customers become
upset (not the obvious, such as low offers); what we can do
to avoid customers getting upset; how the words we use make
a difference; what the upset customer wants; how to diffuse
defensiveness; and what to do after the encounter is over.
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- . .
- Awesome Claims Customer Service
- A full day (8:00am - 5:00pm)
workshop for any level of claims professional. Most claims people
know the customer rarely recognizes outstanding customer service
during the claims process because they are so worried about
the outcome. Because of this, it is extremely important for
claims professionals to be able to recognize and deliver outstanding
customer service without the acknowledgment of the customer
along the way.
- .
- In this course, participants
will understand the basics of providing high quality customer
service, learn proper telephone techniques, gain insight into
understanding what individual customers need, manage the customer's
perception, as well as understand the essential role customer
service plays in the success of the claims department.
- . .
- Some specific topics include:
handling the telephone; effective listening; managing objections;
asking questions; delivering bad news; managing different customer
behaviors; managing the voice mail system; managing customer
call backs; statements to avoid; closing conversations; attitude
as the key to success; and an action plan for better service.
- . .
- Managing the Telephone
- A full day workshop (8:00am
- 5:00pm) dedicated solely to skills and techniques in managing
the telephone effectively. This is especially crucial for the
telephone claims adjuster, who needs to both increase the levels
of customer satisfaction and decrease the actual time spent
on the telephone. Many adjusters do not recognize that they
themselves contribute to the telephone being the biggest interruption
in their day.
- The goal of this course is
to teach adjusters how to be more time-efficient on the phone,
and how to eliminate those calls being generated as a result
of how the adjuster answer questions and explains the claims
process. Students also learn the right way to instill a high
level of confidence in the customer which leads to less phone
calls.
- . .
- Attitude and Initiative Training for the Claims Adjuster
- A full day workshop (8:00am
- 5:00pm) designed specifically for adjusters in the two most
important attributes of superior adjusters. Attitude and initiative
are often results of past life experiences and not training.
This workshop focuses on steps the students can actually take
on their own to improve their own attitude and initiative. Managers
across the country agree that adjusters with good, positive
attitudes and strong initiative drive are indispensable in the
office and are usually highly effective, highly successful adjusters.
These attributes can not be forced upon anyone, but they can
be taught to willing participants interested in improving themselves
in these areas.
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- Empathy and Listening Skills
- A full day workshop (8:00am
- 5:00pm) designed specifically to improve communication by
enhancing listening skills and developing empathy abilities.
It has been said that the ability to listen and empathize with
a customer is 70% of ultimately solving any problem that can
arise. Practice exercises, role plays and real life scenarios
are utilized in this highly interactive, practice based workshop.
It will improve listening skills and result in both an increase
in customer satisfaction and decreased effort. This course will
help the student learn how to expand their listening abilities
and become a more effective communicator. It will teach how
to take in greater amounts of information, and remember more
while "hearing between the lines."
- . .
- Adjuster Organization - Managing the Desk
- A 1/2 day workshop designed
specifically to address organizational skills and desk organization
for the claims adjuster. Subjects include proper ways to handle
diary, mail and telephone calls, as well as organizing a desk
in a way that supplements claim handling efficiency. The goal
of this workshop is to improve adjuster efficiency through the
use of proper desk management and organizational process.
- . .
- Prepare for Promotion - Adjuster Leadership Training
- A full day workshop (8:00am
- 5:00pm) designed specifically for the claims adjuster who
wishes to prepare himself/herself for promotion. Adjusters often
focus solely on the technical aspect of the job responsibilities
and lose sight of the many factors that come into play when
selections for management need to be made. Students learn how
to improve the skills that will be recognized when promotional
opportunities arise and avoid the many mistakes some adjusters
make when looking for promotional opportunities. The goal of
this class is to develop an action plan for increasing the opportunities
for promotion.
- . .
- Teamwork Basics - No Adjuster is an Island
- A full day workshop (8:00am
- 5:00pm) designed to enhance teamwork among members of a unit
or group. Many members of a group feel it is the manager’s responsibility
of the group to develop teamwork. That is only half true. The
other half is that it is the responsibility of each of the team
members to also do what he/she can to enhance the teamwork within
the group. This workshop focuses on things that each member
of the team can do to enhance teamwork of the entire unit or
group, and improve efficiency for all members of the team. The
goal of this workshop is to not only openly display the benefits
of teamwork, but also to introduce and practice skills each
member can put into place.
- . .
- Interpersonal Skills - Improving Team Member Relations
- A full day workshop (8:00am
- 5:00pm) dealing with the many factors (influence, resources,
information, etc.) that come into play in team relationships.
This workshop includes how to effectively communicate in order
to complete what needs to be done, and discusses why team relationships
can be difficult. Further, it addresses how to effectively negotiate
and convince team members to successfully meet the group's objectives
and responsibilities.
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- Effective Recorded Statements
- A full day workshop (8:00am
- 5:00pm) designed to increase the effectiveness of recorded
statements being taken. Practice scenarios and role-plays are
utilized throughout the day to increase effectiveness in one
of the most important evidence preserving functions performed
by the claims adjuster. The goal of the course is to increase
the effectiveness of recorded statements by developing proper
outlining and strategy skills.
- . .
- Business Writing Skills for Adjusters
- A 1/2 day workshop designed
to help adjusters develop the ability write clear, concise business
letters, memos, file notes and reports. This includes the "do's
and don'ts" that will help make a more persuasive communication.
The elements to well-written sentences and organized thoughts
are covered in detail. This is especially important in the adjuster
position since quite often it is the adjuster’s letter that
is used as a tool in the developing stages of claims handling.
The goal of this workshop is to enhance the level of business
writing for the adjuster in the areas of professionalism and
persuasiveness.
- . .
- Beating Anxiety and Dealing with Anger -Help for the New Adjuster
- A 1/2 day seminar designed
specifically for the new claims adjuster that might be experiencing
high levels of anxiety due to the stress and pressures of the
claims adjuster position. Scenarios, exercises and role-play
help develop ways of increasing self-confidence, resolving anger,
as well as understanding, evaluating and reducing anxiety. This
course will also help adjusters learn how to manage their frustration
as well as the frustration of others. Through focusing on the
causes and effects of anger, adjusters learn to modify their
behavior and their reactions, thereby increasing efficiency
and customer service while enhancing job satisfaction.
- . .
- Reservation of Rights Letters
- A 1/2 day seminar on preparing
Reservation of Rights letters. Estoppel, the five elements of
Reservation of Rights letters, the consequences of sending Reservation
of Rights letters and proper conclusion formatting are all covered
in this practice-based seminar. Each student, after correctly
outlining the Reservation of Rights letter, will write their
own Reservation of Rights letter based on facts presented. The
goal of this seminar is to increase the comfort level in preparing
these letters, and improve judgment on when to send them.
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- Coverage Denial Letters
- A 1/2 day seminar involving
the preparation of denial letters. Confirmation of correct coverage
analysis, the four elements of denial letters and proper conclusion
formatting are all covered in this practice-based seminar. Each
student, after correctly outlining the denial letter, will write
their own denial letter based on facts presented. The goal of
this seminar is to increase the comfort level in preparing denial
letters, and improving judgment on when a denial is proper.
Tips on investigation to support facts are also discussed.
- . .
- Excess
Letters
- A 2 hour seminar involving
the gathering of facts to confirm when excess letters are required
and the proper timing and formatting of such letters. After
the basics for the proper excess letters are reviewed and discussed,
scenarios are given for students to apply their knowledge and
write their own excess letters.
- . .
- Essential Letters - R of R; Denial; and Excess
- A full day workshop (8:00am
- 5:00pm) combining the individual courses of Reservation of
Rights letters, denial letters and excess letters into one full
letter-writing extravaganza.
- . .
- Estoppel and Duty to Defend
- A 1/2 day seminar involving
the insurer’s duty to defend, as well as the rights of the insured,
and how the adjuster can proceed in that duty without creating
an estoppel situation. The goal of this seminar is to increase
the awareness of the issues of estoppel and detrimental reliance
and how they are affected by the investigation and the duty
to defend.
- . .
- Cumis Counsel Training
- A 1/2 day seminar involving
issues faced by the adjuster in handling cases with Cumis issues.
After the basics for proper Cumis counsel are reviewed and discussed,
scenarios are given for students to apply their knowledge. The
goal of this seminar is to develop a clear understanding of
when Cumis counsel comes into play, the obligations of the insured
and his/her Cumis counsel, and proper methods to proceed with
the claim handling and the duty to defend once Cumis counsel
is obtained.
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- Policy Coverage Interpretation
- A full day workshop (8:00am
- 5:00pm) covering the main components of triggering coverage
under virtually any insurance policy. Students are trained in
identifying the insured, the damages, and the covered activity
in a structured format to insure proper confirmation of coverage.
Focus on identifying the scope of the insuring agreement, application
of exclusions, conditions and general provisions are included.
The goal of this seminar is to have each student understand
the basic construction of most insurance policies and apply
facts of given losses to the policy in order to determine coverage
status. Practice scenarios are provided in class to confirm
understanding. ( « day mini-workshop available)
- . .
- Advanced Policy Coverage Interpretation
- A 1/2 day seminar designed
for the experienced adjuster of 2-5 years. This course is designed
to enhance critical thinking processes when interpreting coverage
under the policy. Thought provoking scenarios and case studies
from the auto, homeowner and CGL policy are solved by the student
in order to fine-tune the coverage analysis process. An advanced
way to approach analyzing coverage is reviewed and practiced.
- . .
- Negligence - Understanding and Application
- A 1/2 day seminar covering
the theories of negligence and the application to insurance
liability. Identification of the five elements of negligence
are covered along with identification of contributory negligence,
comparative negligence, determining negligence in premises liability
claims, negligence per se, and other applications of negligence
in the development of legal liability under insurance policies.
The goal of this seminar is to have students appropriately analyze
negligence factors and develop legal liability theories.
- . .
- Medical Terminology
- A 1/2 day seminar focusing
on not only common medical terms as encountered by the claims
adjuster, but also establishing a clear understanding of the
structure of medical terms. Common prefixes, suffixes, and root
words, are reviewed and discussed. The goal of this seminar
is to increase both the adjuster's understanding of common medical
terms, and also develop the skill of breaking down medical terms
more easily.
- . .
- Liability
Basics
- A full day workshop (8:00am
- 5:00pm) covering the basics of the creation of legal liability.
Distinctions between legal liability based on negligence versus
legal liability based on contract and statute are developed.
Defenses to legal liability are reviewed and discussed. The
separation of liability versus coverage are reviewed along with
necessary terminology such as clear liability, probable liability,
questionable liability, strict liability, vicarious liability,
etc. The goal of this workshop is to increase the adjuster's
ability to apply known facts and develop a theory of liability.
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- Advanced Bodily Injury Techniques
- A full day workshop (8:00am
- 5:00pm) which includes real-life scenarios geared specifically
towards the bodily injury adjuster. Complicated investigation
issues, severe damage issues, and intricate coverage issues
are all identified and addressed in this practical workshop.
The evaluation of damages, use of medical experts, medical terminology,
loss of consortium, pre-existing injury issues, collateral source
rule, etc. are all reviewed and discussed. Techniques include:
how to tell when someone is lying; how to gain maximum cooperation
when investigating coverage; and developing liability theories
that will stand up to scrutiny. The goal of this workshop is
to improve the student's ability to recognize issues and develop
practical skills for addressing them.
- . .
- Adjusting Property Losses - Basic Overview
- A full day review (8:00am
- 5:00pm) of the basic steps in adjusting property losses. Subjects
include: additional living expense; coverage verification; scoping
a loss; methods of evaluation; reporting and reserving; proof
of loss; establishing insurable interest; exclusions; basic
estimating; pricing method; computer estimating; measure of
damage; co-insurance; replacement cost; actual cash value; method
of payment; guidelines for handling theft claims; indicators
of fraud and arson property claims.
- . .
- The goal of this course is
to enhance the understanding and awareness of the steps in the
investigation process, not to specifically train on each of
the individual subjects. The purpose is to develop a good overview
of the steps if just the basic understanding is needed, and/or
to support future in depth training.
- . .
- CGL
Policy - Basics
- A full day workshop (8:00am
- 5:00pm) covering the basics of the CGL policy. Subjects include
CGL bodily injury and property damage liability (insuring agreement,
exclusions), personal and advertising injury liability, supplementary
payments, medical payments, who is an insured, limits of insurance,
conditions, etc.
- . .
- The Legal System - Basics
- A full day workshop (8:00am
- 5:00pm) designed to increase the adjuster's understanding
of procedures and the legal system that dictate claim handling.
Subjects include: common law defined; origin of equity; appellate
courts; stare decisis; pleadings; summons and complaint; answers;
discovery proceedings; motions; subpoenas; trial (selection
of the jury, opening statements, trial procedure, the courts
charge and verdict); motions after verdict; tort law; insurance
law. The goal of this workshop is to increase the student's
basic understanding of the legal process and how it influences
claim handling in the early stages.
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- Liability Claim Handling - Basics
- A full day workshop (8:00am
- 5:00pm) designed to give a good basic understanding of how
liability claim handling works. Subjects include: what is legal
liability; criminal and civil law; torts; legal liability based
on negligence; the elements of negligence; negligence in premises
liability claims; negligence per se; legal liability based on
contract and statute; main principles of law affecting liability
claim handling; joint tort feasor liability; vicarious liability;
contributory negligence and comparative negligence; automobile
guest statutes; immunity; bailments; defenses to legal liability
(assumption of risk; acts of God; emergency defense; last clear
chance doctrine; seatbelt defense).
- . .
- The goal of this workshop
is to enhance the student's understanding of liability claim
handling functions.
- . .
- Basics Skills for the New Claims Adjuster
- A 2-day workshop designed
to assist new claims adjusters with some fundamental skills
and knowledge they will need to rely upon as they begin to mold
themselves into the claims adjuster position. This course is
most helpful after any in-house training is conducted that initiates
the new adjuster into the basics of policy interpretation, basics
of negligence, simple negotiation, minor time management issues
(handling mail and diary), legal liability, customer service
and empathy, etc.
- . .
- Auto Policy - Detailed
A week long program designed
specifically for adjusters requiring an in depth look at the auto
insurance policy. Subjects include: .
.
Day 1 .
.Overview of the auto policy - eligible vehicles; summary
of coverages; declarations, agreement and
definitions.
- Duties after an accident
or loss; general duties; additional duties for uninsured
motorist coverage; general provisions (bankruptcy, changes
in the policy, fraud, legal action against the insured);
policy period and territory; termination; two or more auto
policies.
- Day 2 Liability
coverage - insuring agreement; insured person;supplementary
payments; liability coverage exclusions;
limit of liability; out of state coverage; compliance with financial responsibility
laws; other insurance.
- Day 3 . Medical payments coverage -
insuring agreement; insured person; exclusions,
limit of liability, other insurance.
- Day 4 . Uninsured motorist coverage
- insuring agreement; insured; uninsured vehicle;
exclusions; limit of liability; other insurance; arbitration;
under-insured motorist coverage.
- Day 5 Comprehensive
and Collision coverages - insuring agreements, definitions; exclusions; transportation expenses;.limit
of liability; payment of loss;
other insurance; and appraisal.
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- Homeowner Coverages-Part 1 Property
- A 3 day program designed
specifically for adjusters requiring an in depth look at the
Homeowner's insurance policy property section. Program includes:
- . .
- Day 1 .Overview of the Homeowners policy - Contract
structure; Policy . .. .. .. .. .. .. ..
.definitions; Property Coverages (Dwelling, Other Structures, Personal
Property)
- Day 2 .Property Coverages (Loss of Use, Additional coverages);
Property Perils . .. .. .. . .. .. .. (Perils relating to each coverage).
- Day 3 .
Exclusions; Conditions; General Provisions..
- Throughout this program,
real-life, practical scenarios are given as part of the problem
solving exercises. Basic policy interpretation skills are developed,
along with a good understanding of coverage interpretation.
- . .
- Homeowner Coverages-Part 2 Liability
A 3-day program designed specifically
for adjusters requiring an in depth look at the Homeowner's insurance
policy liability section. Program includes: .
.
Day 1 .
Overview of the Homeowners policy - Contract structure;
Policy Definitions.
Day 2 . Liability Coverages (Personal
Liability, Medical Payments to Others)
- Day 3 .
Exclusions; Conditions; Additional Coverages, General
Provisions.. .
- Throughout this program,
real-life, practical scenarios are given as part of the problem
solving exercises. Basic policy interpretation skills are developed,
along with a good understanding of coverage interpretation.
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- Advanced Liability
- A 5-day program designed
for the experienced liability adjuster to explore in-depth areas
of coverage, liability and damages. Difficult coverage analysis,
advanced liability applications and theories, and highly severe
and complicated damage scenarios are developed and solved in
this interactive 5 day course. Students gain a heightened sense
of how their claim handling affects litigation, and develop
action steps to deal with difficult liability cases in the future.
-
- Homeowner Coverages-Part 1 Property & Part 2
Liability Combined A 5 day program designed
specifically for adjusters requiring an in depth look at the
Homeowner's insurance policy property section and liability
section.. Program includes: .
Day 1 .
.Overview of the Homeowners policy - Contract structure;
Policy definitions;
Property Coverages (Dwelling, Other Structures, .
.. .. .. .. .. .. Personal Property).
- Day 2 .
.Property Coverages (Loss of Use, Additional coverages);
Property Perils (Perils relating
to each coverage).
- Day 3 .
.Property Exclusions; Conditions; General Provisions.
- Day 4 .
.Liability Coverages (Personal Liability, Medical Payments
to Others).
- Day 5 .
.Liability Exclusions; Conditions; Additional Coverages;
General Provisions.
- Throughout this program,
real-life, practical cenarios are given as part of the problem
solving exercises. Basic policy interpretation skills are developed,
along with a good understanding of coverage interpretation.
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- Advanced
Auto
- A 5-day program designed
for the experienced auto adjuster to explore in-depth areas
of coverage, liability and damages. Difficult coverage analysis,
advanced liability applications and theories, and highly severe
and complicated damage scenarios are developed and solved in
this interactive 5 day course. Students gain a heightened sense
of how their claim handling affects litigation, and develop
action steps to deal with difficult liability cases in the future.
- . .
- Advanced
Property
- A 5-day program designed
for the experienced property adjuster to explore in-depth areas
of coverage, liability and damages. Difficult coverage analysis,
advanced liability applications and theories, and highly severe
and complicated damage scenarios are developed and solved in
this interactive 5 day course. Students gain a heightened sense
of how their claim handling affects litigation, and develop
action steps to deal with difficult liability cases in the future.
- . .
- Complete Basic Skills
- A 3 week program designed
for the new adjuster not necessarily assigned to any single
policy. This includes technical knowledge such as policy structure,
claims terminology, standard coverages, etc. It also includes
basic adjuster functions such as taking recorded statements,
taking loss reports, reserving and reporting, investigation
techniques, scene diagrams, etc. It further includes adjuster
soft skills such as negotiation, time management and organization,
customer service, telephone handling techniques, etc.
- . .
- Throughout this program,
real-life, practical scenarios are given as part of the problem
solving exercises. All soft skills are practiced and fine-tuned.
- Call our toll free telephone
number for a detailed day-by-day outline of this program.
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- . .
- Complete Auto Adjusting
- A 3-week program (2 weeks
if Auto Coverages program already taken) designed to be a solid
base program for the new Auto Claims Adjuster.
- Week 1.
. Policy Coverages (See Auto Coverages program on page
14 for details)
- Week 2 .
. Knowledge Basics - Negligence, Legal Liability, Coverage
Interpretation, Subrogation, Legal
Terminology, Medical Terminology, Automobile Nomenclature, Estimating
Basics, etc.
- Week 3 .
. Adjuster Basics - Recorded Statements, Scene Diagrams,
Reserving and Reporting, Investigation Techniques,
Negotiation Skills, Time Management and Organization, Empathy
and Listening Skills, File
Documentation, Coverage Questions, Accident Reconstruction,
etc.
- Throughout this program,
real-life, practical scenarios are given as part of the problem
solving exercises. All soft skills are practiced and fine-tuned.
- Call our toll free telephone
number for a detailed day-by-day outline of this program.
- . .
- Complete Homeowner Adjusting
- A 3-week program (2 weeks if Homeowners Coverages program
already taken) designed to be a
solid base program for the new Homeowners Claims Adjuster.
- Week 1 .
.Policy Coverages (See Homeowners Coverages program on page 15 for details)
- Week 2 .
.Knowledge Basics - Negligence, Legal Liability, Coverage
Interpretation, Subrogation, Legal
Terminology, Medical Terminology, Property Nomenclature, Fraud
& Arson, Estimating Basics, etc.
- Week 3 .
.Adjuster Basics - Recorded Statements, Scene Diagrams,
Scoping a loss, Reserving and Reporting, Investigation Techniques,
Negotiation Skills, Time Management
and Organization, Empathy and Listening Skills, File Documentation,
Coverage Questions, Accident Reconstruction,.etc.
- Throughout this program,
real-life, practical scenarios are given as part of the problem
solving exercises. All soft skills are practiced and fine-tuned.
Call our toll free telephone number for a detailed day-by-day
outline of this program
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- . .
- Time Management for Claims Supervisors and Managers
- A full day workshop (8:00am
- 5:00pm) which includes real-life scenarios geared specifically
toward claims supervisors and managers. Claims supervisors and
managers have a unique demand upon them to be not only good
managers, but also technical experts. It is almost like having
two jobs. Many time management issues arise because of these
demands, and are specific to the Claims Supervisor and Claims
Manager. Participants are involved during the day in group discussions,
role-play, team exercises and self-evaluations. The goal, as
with the Time Management for the Claims Adjuster workshop, is
that participants leave with some very practical methods of
improving time management that they can put in place right away,
as well as some methods that require further development.
- . .
- Teaching and Coaching for Claims Supervisors and Managers.
- A full day workshop (8:00am
- 5:00pm) specifically for claims supervisors and managers,
designed to increase the results of the training they provide.
Very few supervisors and managers are ever instructed on “how
to train.” This workshop provides background and insight to
how adjusters learn best, how to measure results, how to identify
a training issue, and what to do before and after training.
The goal of this workshop is to improve understanding of the
learning process for the supervisor or manager, and how he/she
can apply this knowledge to increase the value of the training
being given. This workshop is suitable for all levels of management.
- . .
- Keys to Effective Presentations
- A full day workshop (8:00am
- 5:00pm) designed for any claims professional that finds himself/herself
in need to put on effective and persuasive presentations. From
the basics of the proper gestures and eye contact, to the intricacies
of persuasive conclusion building, this course can aid anyone
in the realm of presentations, training sessions or any public
speaking. After practicing each component separately, each student
will deliver a practice presentation and receive feedback for
future improvement This course involves a great deal of practice
with videotape of the final presentation session. . The goal
of this workshop is to enlighten students on simple but effective
keys to presenting interesting, meaningful, and persuasive presentations.
- . .
- The New Claims Supervisor
- A full day workshop (8:00am
- 5:00pm) designed specifically for the new claims supervisor
that helps pave the way for that very difficult adjustment,
from technical expert to coach, by supplying the skills they
need to demonstrate authority, delegate effectively, show leadership
ability, and use problem-solving techniques. This course will
help set the new claims supervisor on a course of productivity
and effectiveness from the start.
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- . .
- Teaching Your Adjusters the 8 Characteristics of Awesome
Adjusters
- A full day workshop (8:00am
- 5:00pm) designed specifically for claims supervisors and managers
on how to train their adjusters to develop the 8 characteristics
of the awesome claims adjuster. Many managers believe that it
is the “luck of the draw” to have awesome adjusters. Characteristics
such as attitude, initiative, desire for excellence, teamwork
are often viewed as inherent in each person and cannot be taught.
This is not true, and this course is specifically designed to
bring out those characteristics in your adjusters. Exercises,
scenarios and role plays are all utilized in this workshop to
allow you to practice ways to bring out the characteristics
you desire more in your adjusters.
- . .
- Motivating Your Claims Team
- A full day workshop (8:00am
- 5:00pm) designed specifically for claims supervisors and managers
to help them get their adjusters to work hard and give their
best which, given the pressures and strains on adjusters, is
not always easy. The course focuses upon positive ideas, methods,
concepts, and approaches to effectively motivate the claims
team. Practical examples explain how to communicate better,
set goals, and reward performance.
- . .
- Handling Difficult Employees
- A full day workshop (8:00am
- 5:00am) designed to help any supervisor or manager that must
deal with difficult employees. This course helps managers understand
why performance problems occur, and how to resolve them. During
the course, we develop an intervention model, and a discussion
of discipline and termination procedures. Regardless of the
“problem” this course will help you learn how to handle specific
problem behaviors It will focus on the difference between legitimate
complaints and insubordination. Practice scenarios and role
plays will assist in developing your ability to resolve disputes
fairly, and boost performance.
- . .
- Delegation Training for Supervisors and Managers
- A full day workshop (8:00am
- 5:00pm) designed specifically to improve one of the most difficult
tasks for most managers - the ability to delegate effectively.
Exercises, scenarios and role-plays will help you evaluate your
current skills, easily identify the problems, and quickly find
solutions. Effective delegation can help you develop your adjuster’s
potential while getting the job done. Effective managers know
how to increase positive exposure for their team and use delegation
as a tool for managing organizational change.
Return
to the TOP. .
- Managing
Change
- A full day workshop (8:00am
- 5:00pm) designed to help claims supervisors and managers develop
into a motivating influence during times of change. This course
provides the skills managers need for understanding the process
of change and supporting people through it. Instruction throughout
the course teaches how to rise to the challenge of management
changes, office procedure changes, work load changes, etc. and
to build a motivated workforce through any situation. Learn
the “workplace - grief” reaction to changes, the predictable
patterns of the healing process and how to manage the stress
of working with anxious employees.
-
- Team
Training
A full day workshop (8:00am
- 5:00pm) designed to teach managers how to build commitment
and loyalty with their workforce. This course emphasizes how
to attain the benefits of cooperative, goal-orientated teamwork.
Real-life scenarios, exercises and role-plays teach the methods
that turn individuals into highly productive teams and improve
results. The goal of this course is to increase the manager’s
ability to build teamwork through planning, motivation, organization,
establishing goals, developing trust, diluting conflict and
emphasizing the positive.
-
- Leadership Skills for Claims Supervisors and Managers
- A full day workshop (8:00
am - 5:00pm) designed to teach claims managers how to be good
leaders. It has been said, “If you want to be a leader, you
have to look good from behind.” Adjusters need good claims managers
(technical expertise is often identified as a main characteristic),
but the office itself needs strong leaders. This course focuses
on personality traits, behavioral changes and goal setting techniques
required to be an effective and respected leader.
Preparing Effective Performance Appraisals
- A full day workshop (8:00am
- 5:00pm) designed specifically for the claims supervisor or
manager on effective performance appraisals. Although the performance
appraisal format varies from company to company, virtually all
managers dread performance reviews simply because they do not
know how to conduct productive, positive appraisals. This workshop
teaches professional reviewing techniques that will create high
morale and motivation under almost any circumstance. The most
important element is learning how to plan constructive appraisals
and how to follow-up for results. Regardless of the format of
how you deliver the message, this course will help you to improve
the performance appraisal experience. .
Managing the Highly Technical Adjuster
A full day workshop (8:00am
- 5:00pm) designed specifically for claims managers and supervisors
who manage highly technical adjusters, coverage specialists, etc.
Learn to recognize how and why these highly technical adjusters
can and often do things differently than you do, and how to harness
that difference for the benefit of both of you. Through problem
solving exercises, scenarios and role-play. You will learn how
to bring these technical adjusters into a working member of your
team. .
Return
to the TOP. .
- Claims Training for Underwriters
- A full day workshop (8:00am
- 5:00pm) designed to enhance the understanding of the claims
department’s role for the underwriter. Subjects include the
claims department’s objectives, the claim department’s functions,
the adjuster’s duties and responsibilities, fields of knowledge
and attributes. A portion of the day is set aside to answer
questions from underwriters regarding the operations and procedures
of claims functions. The goal of this workshop is to increase
the underwriter’s awareness and understanding of just how a
claims operation works.
-
- Claims Training for Agents
- A full day workshop (8:00am
- 5:00pm) designed to enhance the understanding of the claims
department’s role for the agents. Subjects include the claims
department’s objectives, the claim department’s functions, the
adjuster’s duties and responsibilities, fields of knowledge
and attributes. A portion of the day is set aside to answer
questions from agents regarding the operations and procedures
of claims functions. The goal of this workshop is to increase
the agent’s awareness and understanding of just how a claims
operation works.
Insurance Contracts - General Overview
A 1/2 day seminar focusing
on the elements of a legal contract, insurance policies as contract
of adhesion, and interpreting coverage under those contracts.
The goal of this seminar is to enhance the student’s basic understanding
of legal contracts and how insurance policies fit within that
structure.
Auto Policy - General Overview
A full day workshop (8:00am
- 5:00pm) covering the basics of the automobile insurance policy
which include an overview of the major sections and exposure to
exclusions and conditions. The goal of this workshop is to introduce
the basics of the automobile insurance policy to assist in future
in depth training on the policy at a later time. This course is
ideal for anyone new to the auto insurance policy that does not
need to have a working knowledge the entire contract.
Homeowners Policy - General Overview
A full day workshop (8:00am
- 5:00pm) covering the basics of the homeowners insurance policy
which include an overview of the major sections and exposure to
exclusions and conditions. The goal of this workshop is to introduce
the basics of the homeowner insurance policy to assist in future
in depth training on the policy at a later time. This course is
ideal for anyone new to the homeowner insurance policy that does
not need to have a working knowledge the entire contract.
. .
- File Auditing
- Complete file review to identify
all areas of claims quality, including final report, Pareto
charts and improvement recommendations. Can also review for
pre-determined issues as identified by customer.
.
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Return
to the TOP
- Workflow
Analysis
- Flowcharting of workflow
within office or group for any procedure(s) requiring improvement.
Includes labeled flowcharts, wall-charts and final report outlining
issues and recommendation for improvement.
Individual Personnel Development Assessment
An in-depth analysis of strengths
and improvement opportunities for any individual within the claims
organization (Clerical, Adjuster, Supervisor or Manager). Utilizing
a variety of methods (including workflow analysis, customer monitoring
and sit-alongs), a clear and useable report on issues and recommendations
for improvement is made that can be used as an individual developmental
action plan.
Team Development Assessment
An in-depth analysis of the
workings within any unit, group or office. Beyond just workflow,
this includes how the group functions and identifies the barriers
to being a more productive team. A final report on improvement
recommendations is included.
Conference Organization/Guest Speaking
Any level of assistance in
setting up a conference for in-house staff, specializing in Claims
Adjuster, Supervisor and Manager Conferences. From supplying keynote
speakers and/or guest trainers, to complete multi-day conference
(which includes arranging conference location and lodging, curriculum
and agenda development, breakout seminars and activities, all
handout materials, providing trainers and speakers, etc.).
Project Administration
Any project requiring assistance
to be carried out within a claims department that would usually
be done by a claims manager, whether self generated or delegated
down to the claims operation. From assistance with a small portion
of a project, to complete management of an entire project, status
summaries and target reports are issued at any interval desired.
Vendor Contract Administration
Any level of assistance in
setting up vendor lists, analyzing and negotiating contract pricing
and services for comparison. Includes attorneys, rental car agencies,
medical record copy companies, independent adjusting companies,
or any other type of vendor used within a claims operation. Includes
reviewing for vendor contract compliance. Also includes membership
in special pricing group which allows smaller, low volume companies
to take advantage of high volume discounts.
Temporary
Employee
Adjuster, Supervisor, and Managerial
assistance is available on a temporary employee basis for any
period of time.
Training
All levels of technical and
soft skill training are available. For all services provided by
International Insurance Institute, Inc., if training is part of
the improvement recommendation, International Insurance Institute,
Inc. can provide training to facilitate improvement. This ranges
from courses already developed by International Insurance Institute,
Inc. and offered through the Insurance Educational Association,
to specialized training developed specifically for the customer.
This can range from one-on-one training to full classroom style
workshops.
|
Our Course Catalog
is available here!
