Typically, the insurance company will send you a check for half the amount of the repair (minus the deductible). After you complete the repair you must provide the insurance company proof of the repair to recover the other portion, referred as the depreciation amount. They do this to ensure that people actually do the repairs with the funds. OK, sure. I have no problem with that. In fact, I think its smart business practice.
The problem began when we tried to recover our remaining balance. Initially we were told 3-5 business days from the time the receipt for the repair was received. I faxed over all the necessary information to our adjuster. I didn't hear back from her for about week so I decided to follow up. I asked if she received all my information to which she replied, "Yes, it's right here. I will get started on this now". At the time we were not in dire need for the funds so I figured we'll just wait another 3-5 business days, even though a week have already gone by.
Another week goes by and I still haven't received the check. When I spoke to our adjuster she informed me that our claim was "closed by someone accidentally”. She assured me that she will process it now and have it mailed out immediately and that I should receive the check by next Friday. She asked that we call her in case we have not received the check by that time.
Friday goes by and we still haven't received the check. Now I began to get frustrated. I called our adjuster on Monday and left her several messages regarding the situation. No calls.
I called Tuesday morning and left another message. No calls.
I even had the operator email her to contact me, which was nice of her to do. Still no calls.
I finally got her on the phone after numerous attempts. She had received my messages but she states that she's been out this morning on a doctor's appointment.
She proceeds to inform me that the check was mailed out and that we should have received it already. I then discover that they sent it to our old address, again. On at least 3 separate occasions I requested her update our address in the system: the first time we spoke with our adjuster, the second time when we discovered that the firs check was sent to the old address, and on the faxcover page I faxed along with the copy of the repair receipts
When I brought this up to her she was quick to reply, "Sir, I am not the one that sends out the checks. That is done by another department so I’m not really in charge of that".
I had them cancel the old check that went to our old address and had another check sent overnight to our correct address. I paid to have that check sent overnight.
A frustrating experience to say the least.
Lessons to be learned from this:
1) Call your customers back, even if it's just to say that you've received their message. Customers understand if solutions aren't offered right away but they liked to be kept in the loop. Help minimize your customer’s anxiety as it builds over time.
2) Be proactive. If the check was to be there Friday then take the initiative to call on Monday to confirm. Don’t wait to find out until your customer calls back to say that they did not. Being proactive speaks to the customers that you are genuinely committed to getting their problem solved.
3) If you were contacted first with the problem, own the problem. In the past I used to work at the front desk of a hotel. We were always the first contact for any problem the guest would encounter like maintenance issues or housekeeping needs. We were taught to own the issue, meaning we would see that the problem gets solved, even if we weren’t the ones actually sending out extra blankets. We’d request Housekeeping to deliver towels, but we would also follow up with our guests to ensure they received what they requested. Take that one extra step to see that the issue was actually solved.
People understand that things go wrong. It's how you manage the situation that can ultimately decide if they remain as your customer.
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