Carpenters Group Head of Insurance Services Sam Nicholson has discussed why the quality of a customer’s first interaction after an incident remains one of the most important parts of the claims journey.
In the latest edition of Carpenters Connect, their company newsletter, she explores the role claims handlers play in supporting customers through what is often an uncertain and stressful situation in her article, The Role of Human Judgement in Modern Claims Handling.
Drawing on Carpenters Group’s experience of supporting insurer clients at the early stages of a claim, the article highlights the importance of combining technical expertise with strong communication skills to help customers feel informed and supported from the outset.
Sam Nicholson said:
“For the customer, the first contact they have when reporting an incident carries real weight. A call is often the first step towards regaining a sense of control. People may be looking for clarity on what the correct process is and often, they are seeking kindness and reassurance.”
The piece explores the role claims handlers play in gathering information, setting expectations and guiding customers through the next steps of the process. It also discusses how training helps colleagues navigate a wide range of situations while delivering a consistent service on behalf of insurer clients.
She also considers the changing demands facing the sector, with customers expecting clear communication and timely updates throughout the claims journey. While technology continues to support greater efficiency and decision-making, the article argues that understanding individual circumstances and responding appropriately remains essential.
The article concludes that every claim starts with a conversation, and that the quality of those early interactions can shape both the customer’s experience and their perception of the insurer supporting them.
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Read the full article: The Role of Human Judgement in Modern Claims Handling | Carpenters Group | Carpenters Group
