The Agent’s Team: Claims Service That Goes Above and Beyond

Watch a video about our catastrophe response, from the perspective of an Indiana agent in a community hit by a major hailstorm.

Our multi-line field claims representatives serve specific agencies and their clients, rather than specific types of claims. This structure results in exceptional working relationships and continuity of service. Claims representatives visited our agencies nearly 45,000 times in 2012 to discuss the status of claims. They gave agents thousands of sales referrals from satisfied claimants interested in becoming Cincinnati policyholders, and they accompanied agents on hundreds of sales calls.

Claims representatives support agency and company profitability by documenting conditions they observe while responding to claims. They prepared 8,700 risk reports in 2012, helping assure that the agent and underwriter have up-to-date information about risk quality, whether favorable or unfavorable. An agent may use this information to help a policyholder avoid a future loss by repairing unsafe conditions, or an underwriter may consider it in establishing the appropriate coverage and pricing at policy renewal. It may prompt a review of our inspection or underwriter training requirements.

Agents have new, efficient options for claims reporting and payment processes. They may choose to take claim reports themselves or ask policyholders to use our claims reporting center. The center now accepts reports for most types of claims; more than 20 percent of claims reported in 2012 came directly to the center. Another new option lets agents send payment requests for small claims to our headquarters for processing, conserving time so the agency can focus on sales.

In the wake of catastrophes, teams of experienced claims representatives from other territories quickly move in to provide assistance. We responded in 2012 to more than 21,000 claims from 26 events officially classified as catastrophes.