Delivering claims results with compassion and expertise

Case background

The DUAL Claims team is comprised of subject matter experts with years of experience surrounding their specific claim type. Each claims team is led by a professional with significant experience in their subject area, many of whom are licensed attorneys with decades of claims handling experience. When DUAL enters a new line of business, DUAL Claims is a key part of the conversation, meaning that not only is claims expertise baked into product design, but overall customer experience is also a key factor throughout the development process. Throughout the organization, DUAL Claims adds value. In particular, the strong, continuous feedback loop between claims and underwriting enhances programs’ outcomes and provides meaningful feedback, which drives improved risk selection and loss ratios. 

Challenge

One program that DUAL Claims handles in-house is the DUAL Commercial Auto product. This complex, regulated environment requires deep industry knowledge and compassionate service throughout the policy lifecycle. When a claim does occur, there is frequently a significant emotional component due to the nature of auto incidents, and the bodily injury claimants may be experiencing. This is a core area where DUAL Claims' ability to be responsive, transparent, and efficient matters. The DUAL Claims team recognizes the human impact that often accompanies these types of serious losses and remains committed to handling each claim with empathy, transparency, and a disciplined focus on the facts and relevant law.  

With that approach in mind, the following matter illustrates how DUAL Claims navigated a unique loss while maintaining a focus on both the people involved and the objective facts of the case, keeping the policyholder’s best interest at the core of the analysis. In a recent matter, which resulted in a defense verdict for a DUAL policyholder, a DUAL insured was involved in a minor rear-end accident at less than 10 mph. Despite the low impact, essentially non-existent property damage to the claimant’s vehicle, and the claimant reporting at the scene of the accident that they were not injured, a policy limits demand was ultimately issued, seemingly in response to attorney-directed medical care sought after the accident. The DUAL Claims team attempted to resolve the situation fairly through good-faith settlement discussions but was unable to reach an agreement with the plaintiff. 

Resolution

Lessons

Ultimately, through expertise, diligence, and tenacity, DUAL Claims generated cost savings for the capacity partner, while also protecting the insured from having an inflated claim on their loss run. Though trial is always risky, this case reinforces DUAL’s value proposition, which is to take initiative, lean into the challenges of an increasingly complex world, and help our partners thrive. The skill throughout the DUAL Claims team allowed them to identify this potential trial, demonstrate an extremely high level of communication with all stakeholders, and deliver a result that benefited all DUAL partners involved. This consistent collaboration and informed agility allow DUAL to deliver on the promise that insurance offers and is reinforced not only with business expertise, but empathy too.