Below you will find a collection of questions commonly asked by individuals when previewing our services. If you have questions that are not addressed here, please contact our sales team here to learn more.
Q. We have a call center in place, how is AFC different from what we do already?
A. The patent pending AFC service offers much more than existing call centers. The difference between AFC and most existing call centers is the level of information gathered and given. Most call centers take and give only the basic information such as, the adjusters name, claim number and contact information, This method meets the state mandated requirements for initial contact after the loss but does little to provide the insured a sense of being taken care of by their Insurance Company. However, our research and experience as field adjusters has shown, few if any, go into the depth that we do to validate, confirm and then disseminate all the pertinent information needed by the field adjusters to close claims quicker and with more consistency.
Q. You say you provide a higher level of Customer Service, how do you do that?
A. Our customer care operators are trained to give the insured the sense that they are the most important customers and their needs come first.
• During our initial contact, our customer care operators spend an average of 20 minutes per insured gathering and giving information that will help them become better prepared for when their adjuster inspects.
• Once the adjuster is assigned the claim, the AFC service sends the adjuster's name and contact information to the policyholder via email or automated dialer.
• We have 24 hour incoming customer care operators that will take messages for the adjuster and then send it to the adjuster via email or through our secure website.
• AFC strives to go a step further to make sure that the insured feels the customer service they are receiving from their Insurance Company is better than their neighbor's experience. Thereby retaining the customer, increasing exposure, and possibly recruiting new customers not happy with their current insurance company.
Q. You mention increased Adjuster Efficiency, why would the adjuster be more efficient when using your service?
A. Once our customer service representatives speak to the insured and gather and verify all of the pertinent information (e.g. Mortgage Co, validated loss address, specific damages, ext.) we send this information to the field adjuster. This allows the adjuster to prioritize their scheduling of inspections and makes best use of their time.
• If we find during our interview that the insured has sustained major damage due to the storm, that claim is "triaged" so the adjuster knows to schedule more time with that insured and prioritize that property to be inspected in a timely manner. This way the adjuster can schedule more efficiently and not get caught with too little time in-between inspections.
• Our service also identifies which insureds are in close proximity to each other so the adjuster can schedule their daily inspections within one or two miles of each other. With all of the GPS technology on the market today we are designing our software to support file downloads into the adjusters GPS systems with only a few clicks of the mouse.
• By having our incoming operators taking messages, the adjuster has only to look online to know who to call and what the caller was inquiring about. This reduces the amount of time spent each night making blind callbacks to the insureds. And more importantly it reduces the calls to the agents and home office.
Q. Your information talks about Increased Consistency, what can we expect?
A. By using our service, the possibility of forgotten information is greatly reduced. All of the necessary information to expedite closing the claim is already in the adjuster's hands prior to the site inspection.
• The Insurance Company, Claims Service management and the adjuster all have instant access to the same insured claim information and can immediately respond if needed.
• It doesn't matter if the adjuster is new or seasoned the information is always consistently gathered. Note: Our service is especially beneficial to the new adjuster who often forget to gather the information they need to close their claims properly.
Q. Your video says you can provide your service without adding to our bottom line, how's that possible?
A. As former and current field adjusters, the founders of AFC believe the adjuster will receive the greatest benefits of our service. A small adjustment in the fee schedule will pay for the entire AFC service and should actually lower the Insurance Companies overall loss adjustment expenses.
• By alleviating the initial contact responsibilities on just 100 claims, the adjuster will be in the field sooner and close more claims in the same amount of time. They will receive the same financial compensation as they did previous to using AFC but provide the Insurance Company a more consistent and efficient work product.
• By allowing AFC to act as the Insurance Companies 'CAT' call center there is no need to add staff to in-house or out-sourced call centers. The AFC customer care service provides a complete solution from the time the claim is filed to the adjuster's inspection.
• Reduced calls to the agents and home office will reduce the need for additional staffing during a storm event.
