Empathy in Claims Service: Why It Matters and How to Build It Into Your Organization
- Melissa Findley
- Jul 21
- 3 min read
In the world of insurance and claims management, technical accuracy and timely resolution will always matter. But they’re not the only markers of quality. Increasingly, empathy is emerging as a critical part of exceptional service and a key factor in long-term customer satisfaction.
At AdStrat, we’ve built our model around this truth. Whether we’re managing flood, property & casualty, pet, or travel claims, empathy is central to how we train, serve, and lead. This article outlines how empathy can transform your service and offers practical ways to implement it in your own organization.
What is Empathy in Claims
Empathy means more than being polite or friendly. In a claims context, it means recognizing the emotional weight that often comes with a policyholder’s experience — stress, uncertainty, even grief — and adjusting your service approach accordingly.
It looks like:
Listening without rushing.
Acknowledging how the issue is affecting someone’s day-to-day life.
Personalizing communication based on context.
Balancing procedural requirements with genuine human interaction.
When someone’s pet is sick, a home is damaged, or travel plans are disrupted, they’re not just looking for efficiency, they’re hoping someone on the other end understands what they’re going through.
Why Empathy is More Than a "Nice to Have"
Empathy creates connection and connection builds trust. According to research from Gallup, emotionally engaged customers are significantly more loyal and more likely to recommend your service.
In claims work, this matters because policyholders often don’t remember the forms or policy language, they remember how they were treated. That memory becomes the foundation of their opinion of the carrier, the TPA, and the overall experience.
Empathetic service also:
Reduces friction: People are more cooperative when they feel heard.
Improves communication: Clearer conversations mean fewer errors and misunderstandings.
Increases retention and referrals: People are more likely to stick with and advocate for a company that treated them with care.
4 Ways to Build Empathy Into Claims Operations
Whether you're managing a call center, overseeing field adjusters, or supporting examiners behind the scenes, empathy can be systematized. Here's how:
1. Train for Emotional Intelligence
Technical expertise is essential, but soft skills can make or break an interaction. Invest in training on:
Active listening
De-escalation techniques
Responding to emotion (not just the issue)
Cultural competence and inclusive communication
2. Use Feedback as a Compass
Surveys, review calls, and social listening can all give you insight into how your service feels to others. Don’t just ask whether something was resolved, ask how it was experienced. Look for signs that your team is building trust and leaving people feeling supported.
3. Empower Employees to Act Thoughtfully
Empathy often requires flexibility. Can your team escalate a situation, send a follow-up, or reroute a case without jumping through red tape? Empowerment means your people can make judgment calls that turn a standard resolution into a standout experience.
4. Recognize and Reward Empathetic Service
What you reward is what gets repeated. Consider spotlighting team members who’ve gone above and beyond to make a claimant feel cared for, not just those who hit volume or speed targets.
Empathy Is an Asset
Empathy isn’t about being overly sentimental. It’s about clarity, respect, and understanding. In the claims world, where the stakes are often personal and emotional, it’s one of the most valuable tools we have.
By embedding empathy into how you train, communicate, and lead, you can create a service model that’s not only efficient but truly exceptional. The results in customer satisfaction, retention, and team morale are worth the investment.
Compassionate claims handling starts here.
Looking for a partner who leads with empathy and delivers with integrity? We’d be glad to show you how AdStrat supports carriers and policyholders across all type of claims handling. Reach out to learn more at info@adminstrat.com
Comments