Insurers want to teach adjustors how to better read people

Several British insurers are working to get all of their customer service staff to better bond with clients in an effort to appear as a friend rather than a nuisance, according to The Daily Telegraph.

For example, by the end of 2017, all of Leeds, United Kingdom-based Direct Line Group’s 7,500 customer support staff will be taught how to identify which basic personality type fits a person they are dealing with, so that they can bend their behavior accordingly, according to the newspaper.

Meanwhile, London-based Legal & General Group P.L.C. is also hoping to train claims staff in reading a person’s emotional state and matching others’ energy, according to the Telegraph. 

Cheryl Agius, the chief executive of L&G’s insurance business, told a reporter that creating “real, genuine and emotional” connections with claimants was now “essential” given how many people contact them after traumatic experiences such as a flood, theft or a fire.