Treating customers like family
In modern times, as more interaction is done virtually and with chatbots, Flockvich’s role is more high-touch than high-tech. As a claims adjuster, she processes and reviews new claims for partnership accounts – typically workers’ compensation, liability, automotive and property damage – and contacts the parties involved.
“In many of the claims, people’s lives have been interrupted or significantly changed,” she says. “I reach out to the claimant and their family and assure them that I will help them receive the best possible medical treatment for their injuries. I treat them as if they were a member of my family.”
The most difficult part of her job, she says, is when a claim includes a severe injury or death. But this is when her job becomes even more important.
“My role is to make the situation a bit easier for the claimant,” she says. “Sometimes that means helping set up doctor appointments or coordinating things like physical therapy. I get to know the people throughout this process, and it can be hard not to get emotionally attached as I work with them.”
Flockvich says that all claims present a balancing act: providing service to the claimant while keeping claims and premiums down for Rockwood’s insureds.