🔑 Steps Agents Can Take to Speed Up Claim Settlements

1. Educate Customers at Policy Sale

• Explain coverage, exclusions, and claim process upfront.

• Provide brochures and claim helplines.

• Stress on “intimate immediately after accident”.

👉 Example: A client knew he had to call the insurer before repairs—saving him from rejection due to unauthorized repair.

2. Ensure Prompt Claim Intimation

• Encourage customers to report claims quickly via toll-free, app, or branch.

• Immediate reporting reduces disputes and accelerates surveyor appointment.

3. Guide on Document Preparation

• Common documents required: Claim form, RC, DL, Insurance policy, FIR (if theft/injury), repair estimate.

• Help customers fill forms correctly to avoid back-and-forth delays.

4. Coordinate with Surveyors

• Remind clients not to repair before survey.

• Accompany surveyor if needed to explain facts.

• Encourage cooperation with surveyor to avoid suspicion or re-inspection .

5. Promote Use of Cashless Garages

• Cashless claims are faster as payment goes directly from insurer to garage.

• Share a list of network garages with customers.

👉 Example: A customer chose a cashless garage and got his car repaired in 4 days with minimal out-of-pocket costs.

6. Encourage Realistic Expectations

• Educate about deductions: depreciation, excess, consumables (if not covered by add-ons).

• Customers who know what to expect are less likely to raise grievances.
  

7. Assist in Add-On Awareness

• Add-ons like Zero Depreciation, Consumables Cover, Engine Protect reduce disputes during claim settlement.

• These ensure customers get maximum reimbursement with minimal deductions.
  

8. Act as Claim Counselor

• As per IC-72, insurers are advised to have claims counselors (relationship managers) who help customers collect documents, shift vehicles, and reach settlements .

• Agents can fill this role at ground level, becoming the trusted point of contact.
  

✅ Benefits of Faster Settlements

• For Customers → Peace of mind, financial relief, trust in insurer.

• For Insurers → Improved reputation, reduced litigation, better retention.

• For Agents → Stronger relationships, higher renewals, more referrals.
  

🎯 Conclusion

A fast and smooth claim settlement is the strongest advertisement for motor insurance. As an agent, you are the customer’s guide—helping them avoid mistakes, prepare documents, and work with surveyors.

👉 Pitch Line:
“Buying insurance is the first step. The real service begins when a claim arises—and I’ll make sure you never feel alone in that process.”