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Instuctions for using the "Do I need an attorney?" brochure, part II
Editor's note: The following text is taken verbatim from Allstate's "confidential" employee training manual, "Unrepresented Segment Training." An "unrepresented segment" refers to a person who does not have a lawyer but who has been involved in an accident with an Allstate policyholder.
| FINDINGS |
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Establish early contact |
| One-third of claimants are never contacted |
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| Timeliness of contact is critical given that most claimants
contact and hire an attorney within 2 weeks. In some areas, representation
occurs in a matter of days |
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| Only about a third of claimants appear predisposed to
hiring an attorney |
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| Improved claim rep rapport could help eliminate attorney
involvement in almost half the cases |
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Establish rapport
- Clear process explanation
- Genuine empathy
- Act as advocate in claims settlement process
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| Key drivers of rapport are explanation of the process
and empathy |
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| Claimants rarely have an offer prior to hiring an attorney |
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