Understanding the Claim Beyond the Policy

An insurance agent's responsibility to the client doesn't end when a claim is reported. But in today's insurance environment, agents are often removed from the day-to-day claims process, leaving them with limited visibility into what happens after a loss.

That can create a knowledge gap at precisely the moment an insured needs guidance most.

Know The Claim^™ is an educational initiative of Professional Insurance Foundation designed to bridge the gap between insurance coverage knowledge and claims-handling reality.

Drawing upon the collective experience of claims professionals, supervisors, managers, and industry specialists, we explore how claims are investigated, evaluated, managed, and resolved.

We examine what the policy requires, where claims-handling practices may differ among insurers, what constitutes a reasonable claims experience, and what circumstances genuinely warrant an agent's intervention.

Our objective is not to turn insurance agents into claims adjusters. It is to equip them with the understanding necessary to set realistic expectations, answer routine questions confidently, recognize potential problems, and advocate effectively when their clients need assistance.

Better-informed agents can help create better-informed insureds, more productive relationships with claims professionals, and ultimately better claims experiences.

Because knowing the policy is essential. Knowing what happens when a claim is made is just as important.