Making sure we "Think Broker"

Brokers working together

Our brokers play a vital role in our everyday claims processes. Our new ‘Think Broker’ claims course will help our own teams understand the importance of a seamless working partnership.

Over the past few months RSA Claims has been conducting a series of internal training sessions to arm our staff with the skills, knowledge, and critical thinking to deliver exceptional service to our brokers. The goal is to have all Claims Representatives, CSRs, Claims Examiners and Field Adjusters go through the program to ensure our brokers are getting the same consistent service during any interaction with RSA. Our broker partners are at the heart of everything we do and together we build competitive, best-in-class client offerings.  

From these sessions we have developed the following customer service tips to help reinforce the positive relationships with your clients.  

THE FORMULA FOR GREAT CUSTOMER SERVICE

Communication is always “two-way”

  • Remain in communication with your clients so you’re not only speaking when an issue arises
  • Listen with respect and empathy for your clients situation
  • Communicate in a non-hostile, non-confrontational way

The basics are important

  • Answer your phone – try to avoid the voicemail trap

  • Provide updates on products, enhancements, etc.

  • Remain professional

  • Keep your promises

A positive experience can be a key differentiator for clients – treat every interaction as a testimonial.