Question Time

Insurance can be a game of questions. Insurance companies are asking thousands of questions to customers every day. It can seem a bit invasive. For example, if you’ve ever had to insure a home or property, you might have been asked things like: ‘What is your roof made of?’ and ‘What’s the date of birth of the oldest person who lives in the house?’. It seems like the next thing they’ll ask you is what you had for breakfast that morning.

While the amount of questioning may seem extreme, it’s purely for the purpose of helping the insurance company completely understand your situation. That way, they can provide you with accurate quotes and rates.



But Insurance Business recently explored whether the insurance industry is asking customers the right questions. How can you get the answers you need from customers, the article asked, if you’re asking them the wrong questions?

The article reported that the insurance industry needs to utilise data to become more flexible towards clients. According to an expert from QBE, Jason Clarke, “our industry rates customers or charges for customers on a pretty vanilla basis.” He argued that the industry needs to use data to tailor and create solutions for customers, such as radically changing the question sets they ask.

Asking the right kind of questions is no new discovery for loss adjusters. The process of investigating a claim involves a lot of tasks, but asking questions is one of the most important. It can be through the process of interviewing, talking or listening. It could even be through a game of Animal, Mineral or Vegetable. A loss adjuster’s end goal is to find out the who, what, where, when and how of an incident.

But most importantly, it’s about using questions to get the correct answer.

Words by Skye Jamieson