When a client suffers a major loss, the last thing they want to deal with is a claims process bogged down by miscommunication and a lack of empathy.

If your agency is simply acting as a middleman passing emails back and forth, you aren’t adding value – you are just in the way.

My guest, Clayton Matthews, Director of Strategic Claims Advocacy at Oakbridge Insurance, joins me to discuss why the claims experience is the ultimate “moment of truth” for an agency.

Clayton shares his unique background, from interning in politics to spinning records as a late-night DJ, and how reading a dance floor translates perfectly to reading a room during a catastrophic loss. We discuss the friction points between adjusters and producers, the power of letting a client tell their story, and why you don’t need a four-year degree to learn empathy.

If you want to understand how a proactive claims strategy can save your biggest accounts and set your agency apart, this episode is a must-listen.

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