This document discusses improving communication with homeowners during the claims process. It emphasizes the importance of meeting with homeowners, listening to their stories, and sharing information about where they are at in the claims process instead of just calling to tell them. The document advocates listening to homeowners to understand their individual situations and experiences rather than just telling them information.

1. Seismics and the City – March 2015
Improving the Claims System
Community, customer and partner dialogue and
information sharing

2. CLM / 2011/195837

3. Why is it so
wrong to call and
Tell the
homeowner
where they
are at in the
claims process?

4. CLM /
2011/
195837

5. WHO WE ARE
“you don’t get ‘nought’ if you don’t
see the people and hear their story. Stop
telling and start listening”

6. “Its pivotal to meet and
understand the person behind
the claim”