To help you solve your claims writing problems – or those of your colleagues – I have put together a list of 20 topics that claims executives tell me are of concern to them. These topics can harm customer service, …
Are there any questions I can ask myself before starting to write that will help me focus my message? Your effectiveness as a writer depends on how well you identify the reader and respond to his or her needs. Before …
What’s the difference between “insure” and ensure”? And can you differentiate among “to,” “two,” and “too”? One claims adjuster told me this insure/ensure mix-up was one of his major pet peeves: “Ensure! Please don’t tell me you can ‘insure a …
People are always confusing the semicolon with the colon, but they are quite different. All of the comma rules, in one way or other, are separating a dependent clause from the rest of the sentence (e.g., The manager, who led …
Here are a few additional word choice issues I see as I give my webinars and seminars on claims writing across the U.S. Watch for these as you phrase your letters: “Our offer is firm and non-negotiable.” Isn’t this redundant? …
The following bullets point out random errors in word choice. You may not lose a client because you make a poor word choice, but you’re not helping the relationship along either. Here are several word choice issues to watch for …
Although insurance carriers care deeply about the approval ratings from their policyholders, claims responses to claimant complaints are often stodgy, mistake-ridden and vague. The following 10 brief tips will help you catch and correct problems before sending out these important …
In my book, The Elements of Business Writing (Pearson Education), I have a section on “Misused and Troublesome Words.” Among the most troublesome pairs of words in English are which and that. Most people use them interchangeably, but each has …
Insurers focused on improving customer service through new technology shouldn’t forget that good writing skills can also impact a company’s bottom line. Offering business writing education to new hires and continuing education to current employees are just two ways that …