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Can a Smiling Face Prevent Fraud? |
A recent survey conducted by New York-based Iposo Public Affairs reported in National Underwriter in October of 2008 shows that, on average, less than 17% of Americans have a favorable view of any particular insurance company and nearly half (48%) have an unfavorable view of the industry. While a larger percentage had a favorable view of their own insurance company, the survey indicates public displeasure with the property and casualty insurance industry, and insurers in general.
Considering that the Insurance Information Institute reports that nearly $30 billion is lost annually to fraud in the property and casualty insurance industry, perhaps a bit of public relations work is needed. Only a percentage of that fraud may be due to insureds or claimants making fraudulent claims. Auto "chop shops," arson and medical billing fraud also account for a large portion of fraudulent claims. What may be lacking is the personal contact that was once common between the insurer's representative and the individual insured.
Often the only direct contact an insured has with his or her insurance company is when a policy is purchased - unless it is purchased by mail or phone - and when there is a claim under the policy. Without a human face behind the voice on the telephone or the signature on the correspondence, many people may find it convenient to "fudge" a bit on a claim or stretch the facts a bit on an application. The Insurance Information Institute considers this "soft fraud" as opposed to the hardcore crime that constitutes much of the insurance fraud loss. Nevertheless increased personal contact might reduce the amount of loss due to fraud that has been steadily increasing over the past decade.
In Crawford & Company's Educational Services courses, personal interaction with insureds, claimants and witnesses is taught in such a way that the involved parties are left with a positive attitude toward the insurance company, while students are also taught to watch for the warning signals of fraud. Making a good impression on the insured or claimant wins new business for the insurer when those involved in a loss relate their friendly and positive dealings to their friends and relatives. For complete course listings, visit our website. |
