Trust in the Claims Process

by ROBERT CARTER, Adjuster for National Claims Services, Inc.

There is much that can go wrong in the claims process.  One of the issues that can creep into the process is a loss of trust. This loss of trust can be experienced by the shipper, the agents, the claims adjuster or all involved. Shipping documents are read during the review of claim. Origin inventories, damage photos and cost substantiations all must be reviewed and discerned for accuracy and integrity.  These records are used to make important claims related decisions.  

Trust Can Evolve or Devolve

Years ago, I was thumbing through a scrapbook of old newspaper clippings.  Seated with me was my late grandmother.  For those that she had feedback on, she would share this or that.  Some drew scorn.  I asked her why.

She shared that she recalled being interviewed and that the reporter asked questions and took detailed notes including her name and how it was spelled.  Look.  I followed her finger and noted two misspellings of her name.

How can one believe anything else written here is correct?  This reporter could not even get spell my name; what else did they get wrong? She had a great point.  What is put in writing remains and endures even misspellings and inaccuracies.  Poorly prepared records can cause confusion, frustration and dismay.  Conversely, good, professional, and accurate documents can be the solid foundation from which a solid decision is made. 

Records are kept ensuring accuracy.  After all, it has been noted that the palest ink is better than the best memory.  Memories can be useful, however they need to be shored up and verified by written records.

Past experiences can also inform on the concept of trust.  A bad, prior experience where trust was diminished can lead us to question facts when presented in a future situation.   On balance, if we have grown to feel comfortable over time with a contact or business partner, we learn to trust what is being communicated. 

Trust can be the easiest thing in the world to lose and the hardest thing to get back.  If something is going to be put in writing, it must be reviewed for accuracy and common sense.  Is a damage description relevant to the item in question?  Is a code for legs being used when the item does not have them.  Discovering this might alert the reader that attention was elsewhere and the description lacks coherence.     

Trust can also apply to verbal communications.  If I promise an offer within a specific timeline while speaking on the phone, I take note to follow up and deliver what was pledged.  Just because it was not written down, does not mean it was not heard or understood.  If I was not to deliver when it was promised, my late offer will likely draw more critical review just as an inaccuracy in written records can. 

In an age where everything is put into question and debated, making certain that you earn the trust of those you work with is essential.  Check all written work prior to submission and keep promises made.   Your name is your calling card.   Will folks recall it as one who can be trusted?  It is up to you!