Consistent, proactive, client contact over time is the objective of this comprehensive client management program. Experience has shown that regularly engaging clients in a personalized, respectful, and informative manner helps us to interpret and exceed client expectations and dramatically reduce service disappointments.

The single greatest objection to a shift in strategy, new idea, or request for "new behavior” within any service team is "time". Therefore any program that even hints of "doing more" or "working harder" will be categorically rejected, regardless of logic or desire. This is not due to an unwillingness to change nor is it attributable to indifference - they are simply too busy to fit "more" into the mix. Knowing this, our approach will be to work within the reality of their environment and encourage small, manageable, efficiency-finding changes to their current approach. Our common goal is not to do more, but to get more out of what we are currently doing and actually save time rather than burden them further.

Working this way, we discover that participants in the program actually author their own prescriptions for success, empower themselves to engage and implement, and develop anew and positive level of entrepreneurial spirit. Participants work together in this dynamic client service program to design, implement, and manage proactive and cost effective client stewardship programs that are visible, viable, unique and lasting.

Retention skyrockets, cross-selling opportunities naturally evolve, and referral business is suddenly available. Everybody wins. We will help your agency move from problem-based, reactive, service activities that repair but never build, to a well-defined, proactive client management program that can only be described as world-class.

Building a Great Relationship between Claims Personnel and Brokers

Program Summary 

This program is specifically designed to help insurance company and third-party administrator workers’ compensation claims personnel learn how to effectively deal with brokers and build a strong, pro-active business relationship.  Additionally, it is designed to provide methods and techniques that claims personnel can utilize to minimize the friction that can occur in the claims process.  Claims personnel will learn what brokers need and expect from them and what they can provide to the broker to facilitate a smooth claim process and enlist the cooperation of the broker in that process.  The program stresses that proper communication skills are the key to forging a great claims-broker relationship and provides claims personnel with many time-tested methods and techniques for improving claims-to-broker communication.  The ultimate goal of this program is to support the achievement of Polestar’s four key objectives – Production, Retention, Efficiency and Profitability.

Program Scope 

During the program, Polestar will provide specific examples of tools that claims personnel can utilize to make their job of handling claims easier by improving their communication skills with brokers and eliminating needless confrontations with brokers.  The training will be conducted in classroom-style settings, with significant interaction by the participants.  The training will be informative in nature, but it will also be focused on behavior modification of claims personnel to allow them to conduct their business in a less-stressed filled environment.  Claims personnel will walk away from the training with a new set of skills that will enable them to know how to more effectively deal with brokers and convert brokers to their biggest fans.

 The program will occur in a classroom style setting in a three-to-four hour session.  It will also be augmented by follow-up webinars and remote learning to reinforce the principles learned in the classroom setting.

             *  The classroom training is designed for groups up to fifty (50).

             *  The training is interactive as well as informative.

             *  The training employs “Best Practices” in claims communication skills

             *  The training is done by skilled facilitators who understand the claims/broker dynamic

Who Should Attend 

This program is designed for all levels of claims personnel, including supervisors, assistant claims managers, claims managers, AVP’s, VP’s.  The training will benefit not only those who directly deal with brokers, but also those who supervise and manage the front-line claims personnel.