I was privileged to be part of a nationwide training of insurance agents in 2021 and 2022. One question was repeated throughout the various sessions we had, and that is: what is the main role of insurers? Most of the groups couldn’t give the correct answer. Some responded that insurers were in business to make a profit; others said insurers were in business to grow the economy. Some got the answer right: Insurers are in the business of paying claims.
It is a known fact that insurers’ primary duty is to pay claims. Paying claims goes beyond an insurer’s ability to do so but the willingness to pay genuine claims promptly. Most insurers also know that claims payment is a more far-reaching marketing campaign than any well put together marketing campaign. Positive word of mouth will make the insurance company’s brand sell.
Some claims officers often look out for reasons not to pay a claim. Their eagerness to find fault and rely on that innocent mistake makes it clear to the insured that insurers do not want to pay claims. Instead of looking for a reason to pay, they put all their energy into avoiding the claim.
In one such instance, a friend who works with another insurer told me of a situation involving a new client whose vehicle had been involved in an accident. The car had been badly damaged, and the driver died in the accident. The insured did not have a copy of the driver’s license. In the spirit of looking for a reason to pay claims, the claims officer took the pain to get some basic information that helped retrieve a copy of the driver’s license, and yes, it was a valid license.
On the other hand, if the mindset were to evade payment, the claims officer would have stood on the point that no license, no claim, and then if the insured is lucky to get a copy of the license, it will be a huge disappointment, and not just that but such a client will not have confidence in insurance.
As we ask people to get insured, let’s also put on the coat of paying genuine claims promptly.
Isaac Kwakwa – Sarpong
tel: +233 275 197 275
