When Insurance Companies Forget Who the Customer Is

It’s amazing to me how often policyholders—especially those with significant investments—are treated more like adversaries than customers. I’m currently assisting a commercial property owner who holds multiple policies with the same insurer. You’d expect that kind of loyalty to be met with professionalism, responsiveness, and a genuine effort to resolve the claim fairly.

Unfortunately, that’s not what happened.

The insurance company turned the claim over to a large third-party administrator, who assigned an independent adjuster that clearly lacked even the most basic customer service skills. Instead of cooperation, the adjuster brought condescension, poor communication, and a complete disregard for the client’s concerns.

Now the policyholder is prepared to go to war. And while I’m always ready to advocate for my clients, this is a situation that never needed to reach this point. If the insurer had simply chosen an IA firm that knew how to treat people—with professionalism and respect—my involvement, and the potential for litigation if I can’t bring both sides together, could have been avoided.

Insurance companies like to talk about cutting costs and streamlining processes. Here's an idea: start by investing in people who know how to deal with customers. It’s not only the right thing to do—it’s smart business.

Need Help with a Property Claim? If you feel like your insurance company isn’t treating you fairly, I’m here to help. Contact me at christopher.friedley@clfpa.com or call (888) 572-5372 for a consultation.