Shuman Roy is an entrepreneur, business owner, and musician. He started RoysNoys, LLC in 2013 as a music production and education service company. He also offers small business consulting and advisory services to help businesses get from start-up mode to turn-key operations. Shuman earned his M.B.A from the Stern School of Business in 2001 and has an undergraduate degree from Manhattan College in ...

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Joel Ohman is the CEO of a private equity-backed digital media company. He is a CERTIFIED FINANCIAL PLANNER™, author, angel investor, and serial entrepreneur who loves creating new things, whether books or businesses. He has also previously served as the founder and resident CFP® of a national insurance agency, Real Time Health Quotes. He has an MBA from the University of South Florida. Joel...

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Reviewed by Joel Ohman
Founder, CFP®

UPDATED: Oct 26, 2021

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When it comes to getting good customer service in the insurance industry, the old expression, “the squeaky wheel gets the grease” comes to mind. Whether you’re working with insurance companies, you’re often competing for a scarce resources in the form of time. You can get insurance quotes in minutes online using automated systems. If you have questions or need help deciding what coverage is right for you, you’ll need a licensed insurance agent. When you need to file a claim, your insurance company will assign a claims adjuster to take direct action to get you paid. If something goes wrong and you don’t get the valuation you think you deserve, you may need to follow good action plans to get their attention.

Sure your car accident may have been life-threatening or extremely severe, but to insurance companies, it’s just another day in the office. As much as it’s their job to take care of you, you’re not the only customer they have this obligation to.

You have to understand that many claim adjusters are dealing with much more work than they can truly handle. So if you sit back and don’t make any fuss, they’ll likely drop your case to the bottom of the proverbial pile.

How much should you complain when filing a claim?

You don’t need to be rude or raise your voice. If you are, it may even lead some agents to deprioritize your file. It’s often a balance between being persistent and still being likable. But you do need to make it clear to your insurance company that you mean business and demand quality customer service.

To give you an example, after getting into a car accident myself, I worked patiently with my auto insurance company in an attempt to make the insurance claims process as painless as possible.

But my laid back approach actually came back to bite me, as it was month after month of the same “we’ll let you know” song and dance. I didn’t take certain concrete action. So neither did they.

I finally decided to change my approach and demand satisfaction, whereby the adjuster sent me a check for some of my outstanding bills immediately.

My case was also subsequently “escalated.” Now I’m hoping to have the whole issue resolved in a matter of weeks.

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Does the insurance company make a difference in your claim?

The financial stability and customer service training of the individual insurance company makes a huge difference. It can get you off on the right foot or cause problems right from the start. This is part of why it’s essential to choose a company with strong ratings going in.