Why We Created Know The Claim
The claim has been reported. Your client is upset. The adjuster is still investigating. What should you tell your client, and when should you step in?
That is where Know The Claim™ begins.
Our Mission
Know The Claim™ exists to help insurance agents understand what happens after a loss, explain the claims process with confidence, and recognize when their involvement can make a meaningful difference. Through practical education and perspectives from experienced claims professionals, we aim to strengthen communication, set realistic expectations, and support a better claim experience for everyone involved.
Why This Matters
Many agencies do not have an in-house claims department. Clients report losses directly to their insurance company, and the agent may first hear about a claim when frustration has already set in.
The client wants answers. The agent wants to help. But without a working understanding of the process, even a well-intended call to the adjuster can become another conversation explaining information the agent could already be prepared to discuss.
We want to help agents answer the questions they can answer, identify the information they still need, and recognize the situations that warrant a focused conversation with the claims team. That means helping clients understand the process while also recognizing unresolved concerns that deserve attention.
What We Will Explore
We will begin with Personal Auto claims: what happens after an accident, why an investigation takes time, how damage and injury claims are evaluated, and what useful communication looks like along the way.
We will also explore the relationship between policy language and claims practice. A policy does not describe every administrative step, and the way a claim is handled can vary among carriers, subject to the policy and applicable law. Knowing what to ask can be as valuable as knowing what the policy says.
As the series develops, we will bring in perspectives from claims handlers, claims management, and professionals focused on customer satisfaction. Our conversational articles may draw on contributions from several professionals, rather than resting on one individual’s experience. We will distinguish contributor insights from PIF’s editorial explanations and support technical topics with publicly available resources, policy language, and applicable requirements.
Our Goal
A better-informed agent can help a client understand what is happening, why it is happening, and what should happen next. And when something genuinely needs attention, that agent can step in with clear questions and useful information.
That is the purpose of Know The Claim™: practical understanding that leads to better conversations, more informed advocacy, and a better claim experience.
Coming Next
Liability seems clear. The other driver has medical bills. Why isn’t the claim ready to settle? Our opening Personal Auto series will explore what your claims adjuster wishes agents understood.
