Discovering a career in claims services
When I was in college, I worked part-time at a call center of a non-life insurance company, receiving reports of accidents, which is how I came to be introduced to claims services (assessment and payment of non-life insurance claims). I learned that depending on how a call center staff member or claims service representative responded to a customer, the customer’s experience in regard to receiving an insurance payout could differ greatly, even though the amount of the benefit was the same.
I thought that since insurance was an intangible product, the language I used and consideration I provided as a claims service worker in processing accident claims could add value to claims services. How I communicate and approach the customer can increase the value of the service and give the customer a feeling of security. Viewing this as a drawcard of claims services, and since I had always been interested in people, I decided to work for AXA General Insurance.