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High school programs improve industry's image

Article Abstract:

The insurance industry could burnish its image by supporting the teaching of insurance-related subjects in high schools through Insurance Education Foundation (IEF)-sponsored programs. Of the white-collar industries, insurance enjoys little public esteem, which has an adverse impact on the industry. The IEF program sends high school teachers to a 2-week comprehensive insurance course. Teachers then teach high school students about insurance in accurate, interesting and relevant ways, with the result that the students have a positive view of insurance.

Insurance, Insurance Carriers and Related Activities, Elementary and secondary schools, Secondary & Technical Schools, Services, Curricula, Schools, Study and teaching, High schools, High school curriculum, Insurance Education Foundation

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Building a culture for service

Article Abstract:

Insurance companies that are committed to providing a high level of customer service should follow three steps: evaluate sales and resales potential among different customer segments and tailor customer service levels accordingly, correlate levels of customer service with company resources available and insure that employees understand customer service objectives. The first step provides cost control guidelines, the second protects the company from inflated customer expectations and the third makes it possible to translate theory into practice.

Methods, Customer relations

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Grieving claimants, adjusters and agents

Article Abstract:

The aftermath of the 1991 Oakland Hills, CA, fire demonstrated the need for insurance industry personnel to be sensitive to the grieving process. Victims of the fire often shared their feelings with their insurance adjustors, and the practice of rotating adjusters between policyholders disrupted the relationships that were established. Insurance companies were criticized for their insensitivity, both by customers and regulators. Training in the psychological aspects of grief would enable agents and adjustors to better serve their customers.

Psychological aspects, Grief

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