PRISMS for Claims Adjusters

Save on claims paid, claims expenses, and create a more professional, more productive claims staff.

PRISMS for Claims Adjusters is a skills training program which enables adjusters to close files faster, maintain case control, produce win/win settlements, and improve company image. In this program, adjusters quickly learn to combine their technical skills with proven, effective people skills.

Performance Results & Benefits: 
• Savings on claims paid 
• Lower claims expenses 
• Faster file closure  
• Better case control 
• Improved company image 
• Superior customer relations  
• More effective negotiations

Course Overview

Formats: 3-Day Workshop; 2-Day Workshop;
1-Day Workshop; Self Study
 
Summary: When adjusters combine their technical skills with productivity, communication and negotiation skills, they close files faster, maintain case control, produce win/win settlements, and improve company image.  And PRISMS produces results not only in the workshop but where it really counts: on the job. PRISMS for Claims Adjusters delivers results in three skill categories: 
 
Personal Productivity 
When adjusters manage, prioritize, and organize their workflow, they work smarter not harder and save the company time and money. 
 
Positive Communications 
Establishing good rapport, asking the right questions, and gathering information more accurately leads to closing files faster, setting the foundation for smoother negotiations, and supporting a positive company image. 
 
Effective Negotiation 
Superior negotiation skills are the hallmark of successful claims handling. With specific tools and techniques for effective negotiations, adjusters develop the confidence and expertise to settle cases more quickly, productively, and economically. 

Unit Summaries: 
 
Introduction & Overview 
The opening segment tests pre-course knowledge of productivity, communication and negotiation skills, then examines the benefits of enhancing and refining these skills.  Participants take a close look at job responsibilities and course content is outlined.  Participants then select a specific claim situation around which they will build course skills and role plays.   
 
Claims Communications 
This unit carefully delineates how the elements of communication affect the claims handling process.  Participants investigate various forms of communication including active listening and questioning techniques, then explore how to overcome the negative perceptions which can adversely affect the claims handling process.  
 
Through the Claimants Eyes 
Adjusters learn that effective business communication is a skillful combination of "style" and "substance."  Technical knowledge and skills are combined with needs profiling, empathy and persuasion so that interactions are more effective, professional and productive. Also provided are methods for establishing trust, creating positive rapport, presenting the benefits of direct settlement, and handling denials. 
 
Time & Self Management 
Adjusters learn techniques for better managing their tremendous work load.  This unit exposes barriers to productivity and how to overcome them through win/win planning, prioritizing, goal setting, and settlement range analysis.  
 
Negotiation Strategies & Tactics 
Adjusters examine the differences and similarities in the range of negotiations they conduct with claimants, attorneys, agents, replacement houses, mechanics, etc., and how certain methods and skills can improve the process -- and results -- of each kind. They learn to recognize, use, and defend against over 25 strategies and tactics.  Special attention is paid to plaintiff attorney interactions, many of which involve highly skilled negotiators. 
 
Conducting Negotiations 
Specific steps for leading the negotiation process are explored, including properly opening a negotiation, establishing rapport, maintaining control, making opening offers, bargaining, handling objections, closing, and finalizing the settlement.  The different skills involved in telephone versus face-to-face negotiating are examined. Adjusters also learn how to identify and use "the perception of power" in a negotiation.   
 
Putting It All Together 
Participants unite the total process by investigating three scenarios: a first-party loss; a third-party collision claim; and a third-party BI. Professional role modeling on video is followed by participant role-plays using their own settlement cases. By role-playing and critiquing, participants build confidence in their awareness and application of PRISMS principles and skills.  A post-test is administered to show how much has been learned since the pre-test.   
 
Click here for detailed information about PRISMS for Claims Adjusters.

For pricing information or a program sample please contact Insurance Learning Systems.