What is the recommended frequency of follow-up with a policyholder during the claims process?

The recommended frequency of follow-up with a policyholder during the claims process being "timely, based on circumstances" reflects a best practice approach in the insurance industry. This recognizes that the nature and complexity of each claim can vary significantly; therefore, the communication should be tailored to fit the specific situation at hand.

This approach enables adjusters to provide updates and gather necessary information based on the progress of the claim and the policyholder's needs. For instance, if there are ongoing developments or additional information is required, more frequent contact may be warranted. Conversely, in cases where the claim is straightforward and there have been no significant changes, less frequent follow-ups might suffice.

Adopting a flexible and responsive communication strategy helps establish trust with policyholders, ensuring that they feel supported throughout the claims process. It acknowledges the importance of being attentive to the policyholder's emotional state and the complexity of claims, allowing adjusters to prioritize communication appropriately.