Insurance Support Playbook for Claims Communication and Follow-Up
By Red Shore Editorial | 2025-08-05
Insurance support is rarely about “just one question.” Customers usually contact teams during stressful moments, and uncertainty is often worse than delay.
A strong playbook keeps communication predictable and clear, especially when outcomes are still in progress.
High-Impact Workflow Segments
Prioritize control in these areas:
- first-notice-of-loss intake,
- document follow-up and status transparency,
- renewal and policy-change support,
- complex case escalation.
Treat each segment as a distinct journey with its own scripts and QA expectations.
What Customers Need Most
Across insurers, two needs repeat constantly:
- “Tell me where this stands right now.”
- “Tell me what I need to do next.”
If your scripts answer both clearly, contact effort falls even when claim timelines stay the same.
Coaching Moments Worth Repeating
The strongest agents do three things consistently:
- they summarize the case before moving to next steps,
- they confirm documentation in plain language,
- they set a concrete timeline for follow-up.
These habits can be coached and measured.
Practical Control for Supervisors
Use a daily claims exceptions huddle. Ten minutes is enough to review aging cases, blocked approvals, and unclear ownership.
Short, disciplined huddles prevent silent backlog growth.
If You Do One Thing This Month
Listen to five escalated calls where customers said, “I keep repeating myself.” Map where context was lost and fix that handoff first.