Date: May 6, 1999
To: moving@avatar-moving.com
From: DL442@aol.com
Subject: AMS-Forum Claims and how I prevented it.
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[ Return To The Hall of Fame ]In regard to Bormove's comments on claims; Most customers have the perception that when they file a claim, it is filed against some large insurance company covering the van lines. Like automobile accidents, file it against the insurance company and they will write you out a big fat check to make you go away. "It'll come out of somebody's premiums anyway, In fact we'll double it so they'll buckle; no one, not even insurance companies will want to litigate. . " The quickest easiest way I have found to change an ignorant (costly) shipper's mentality as a driver was the following steps;
#1 Before the move, I look each customer straight in the eyes and tell them the truth; I the driver assume the first $500 of any and all liability of claimed damage, whether it's fraudulent or not. I tell them, to please be honest with me and I'll be honest with you. I also tell them that most likely, all reported damage, fraudulent or not will probably be paid by the van lines automatically to preserve their relationship with your employer. Having said all that they know for damn sure that I'll be their best loader, driver, whatever they ever had. They clearly know from the onset that I am in their complete utter mercy. Reverse psychology, (Works like a charm)
#2 If there is damage that happens during the course, I will show them what I did, and study all the options that I have in MY arsenal, not the lethargic van lines, like I said before, van lines claims reps are only interested in preserving relationships, not saving driver's money. I will oversee the repair by professionals myself as a coordinator during the whole repair process. Final payment since I'm personally involved comes from me, not the van lines with bloated chargebacks to my statement. Of course I use and keep a van lines claims rep abreast of any and all applicable information for proper documentation. Believe it or not, this direct proactive stance usually will earn an early dismissal by the shipper out of respect that "I really care" as a driver and have taken the personal responsibility to do something about it. Did I ever deal with Tupperware masquerading as CD's? Never!! They know I know they are lying.
#3 After the moves, I give them my home phone number and address, instruct each and every one of my shippers that if they find damage, to call me first. I let them know that I I by moving you, earned the right to address and rectify any and all damage I personally caused.
#4 And of course, for the panplaters, I usually carried around cash for those quick and easy lower-now-than-later payoffs. For these events, I once again document with Claims department and sign accordingly on the inventory as a receipt clearing me to future duplication of charges to my quick-to-pay van lines.
#5 And finally for those claims that did weed back to claims. I fought tooth and nail with my van lines since I already knew they settled with the shipper without conferring with me. It was quite an enjoyable hobby of mine. Many times my chargebacks were reversed simply for being an obsessed constant pain in the ass. I beat them up any which lousy way I felt that day; (Yes Chris, I wasn't just one to sales you know, just ask my old claims rep)
This worked enough for me to have an incredibly low claims ratio. Most of the time just fighting the natural urges to deny, I immediately owned up to all damage right there on the spot. Customers respected that of my operation. In a tough northeast shorthaul operation (handling furniture every day), I did better than alright.
dl442 (Danny)
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