English for Insurance: Managing Bodily Injury Claims - Balancing Expectations and Policy Limits

Vocabulary
A. Claimant: Plaignant
B. Empathetic: Empathique
C. Align: S'aligner
D. Cover: Couvrir
E. Sensitivity: Sensibilité
F. Exceed: Dépasse
G. Policy scope: Portée de la police
H. Legal counsel: Conseil juridique

Guide Questions
1. How does the speaker handle bodily injury claims?
2. Explain the two big challenges.
3. What does the speaker do when a claimant’s representative demands exceeds the policy limits?

Brun Online Magazine · Managing Bodily Injury Claims - Balancing Expectations and Policy Limits

TRANSCRIPT

When handling bodily injury claims, I first ensure that the claimant’s representatives understand the process and what information is needed. I explain the insurer’s position while also being empathetic to the claimant’s situation. I try to find a fair resolution based on the evidence and the terms of the policy. One big challenge is ensuring that the claimant’s expectations align with the coverage provided by the insurance policy. Often, claimants may expect more compensation than the policy covers. Another challenge is gathering enough evidence to support the insurer's position while maintaining sensitivity to the claimant’s pain and loss. In situations where the claimant's representative demands a settlement that exceeds the policy limits, I explain the policy limits and the legal constraints. I then offer to discuss alternative solutions that are still within the policy's scope, such as covering medical expenses directly or providing additional services that can help the claimant. If necessary, I involve legal counsel to explore other options that may resolve the issue without breaching the policy limits. (170 words)