When does the negotiation process really begin

In working with claims professionals all over the world, we like to ask this question, “When does the negotiation process really begin?” Responses we hear are, “The negotiation process begins when you get the medical documentation,” or “it begins when you get the reports,” or “when you get the estimate from the body shop,” or “when an offer is made to settle the claim.” These are all good answers but we all know better, don’t we?

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We know the negotiation process really begins with that first conversation, that very first phone call. We know that first conversation is when we start to establish the rapport. We know that very first phone call is the foundation of the relationship that helps us towards resolution that much sooner.

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About carlvanclaimsexpert

Carl Van, President & CEO of International Insurance Institute, Inc., graduated from California State University, Sacramento where he received his bachelor’s degree in Insurance. He has been in the insurance claims industry since 1980 and has held the positions of Claims Adjuster, Claims Supervisor, Claims Manager, Division Claims Manager and Regional Manager over Claims, Loss Control and Premium Audit. Mr. Van has set up 5 in-house claims training programs for various insurance companies throughout the United States, and has written articles for Claims magazine, Claims Education Magazine, Claims Advisor, Claims People magazine, The Subrogator, The National Underwriter, California Insurance Journal and over 100 other national magazines. He is the author of over 75 technical and soft skill workshops being taught throughout the U.S., Canada and the U.K. He has been a keynote speaker at claims conferences around the country, a trainer at an international U.S-Japanese executive training program, a guest speaker at hundreds of claims association seminars, and selected as the opening presenter at some of the most prestigious claims conferences in the United States and Canada. Mr. Van is the Dean of the School of Claims Performance, and has served as both board member and Regional Vice President of the Society of Insurance Trainers and Educators. He is owner and publisher of Claims Education Magazine, and board president of both the Claims Education Conference and the International Claims Executive Academy. Mr. Van is creator, presenter and producer of all claims training videos at Claims Education On Line, which include Time Management, Customer Service, Negotiations and Critical Thinking, all specific to claims professionals. He owner and publisher of Claims Professional Books On Line, and is the author of the highly acclaimed book The 8 Characteristics of the Awesome Adjuster, which has sold internationally throughout the United States, Canada, Newfoundland, Guam, Singapore, France, Australia, England, Chile, Ireland, and 15 other countries. Other books by Carl Van include Gaining Cooperation, The Claims Cookbook, and Attitude, Ability and the 80/20 Rule. Other credits include being an arbitrator, a licensed agent, a TASA certified expert witness for insurance Bad Faith suits, as well as a national auditor for a federal regulatory agency.

Posted on August 24, 2015, in Negotiation, Uncategorized and tagged , , , , . Bookmark the permalink. Leave a comment.

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