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Monday, October 1, 2012 Taking Control – Managing CGL Claims
Controlling the Claimant – Panel Discussion Shawn Kirkpatrick, National Claims Manager BI/Casualty Economical Insurance James Giffen, Executive General Adjuster & Managing Partner, MGB Claims Consultants Inc.
How to Maintain Direct Control
How to avoid Lawyers!!!Taking food off of your table!!
Focus on claims < $50,000.00
Early timely intervention by Insurers/Adjuster
Building Rapport Consistent and timely follow-ups Face to Face is essential Pleasant but professional – avoid emotions
Tort is adversarial by nature YOU have done this to me Move to resolve issues with the Claimant before they become a dispute or adversarial
Claims professionals first and social workers second
Settling Directly With The Claimant
Know your client i.e. Property Management Firm Retailer/Commercial Cleaning Company (No Frills Vs. Holts)
Be mindful of the policyholder’s expectation and involvement of high SIR/product reputation.
Elasticity: Open minded big picture – legal cost cushion
Claimant doesn’t care about coverage issues Claimant doesn't want to discuss contrib. negligence
Recognize a 20% to 30% Contingency Cushion
Claimant’s expectation of economic heads of damage are generally small so be flexible
Frugal can be foolish There is no honour in trickery
Manage unreasonable expectations – too much T.V.
Try and balance when it’s the right tine to settle and document accordingly Consider interim payments
How An Insurer Can Get The Most Out Their Independent Adjuster
Need to understand the Insurer’s claims philosophy Be mindful of reserving Both sides must consider each others positions and recommendations Work them like dogs
Questions/Thoughts/ Observations/ Impressions???
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