Mia is a mid-level claims specialist with about five years' experience in the job. One afternoon, she gets a call from a customer named James. He's frustrated—bordering on furious. He's been waiting for an update about his property claim, and from his perspective, no one communicated anything. He feels ignored. He's escalating. Mia can tell this is going to be a difficult conversation. But instead of reacting defensively—or shutting down—she mentally runs through the CLEAR model.
Notable Timestamps
[ 00:30 ] - The "CLEAR Method" module, developed with Equis Consulting, helps insurance professionals handle difficult circumstances and challenging customers effectively.
[ 01:25 ] - The CLEAR Model is applied when an adjuster, Mia, handles a reassigned property claim from James, who is furious due to a lack of updates.
[ 04:40 ] - "C" is for Connect; acknowledge the customer's emotions and frustration early to build trust and prevent escalation into a confrontational "fight or flight" situation.
[ 07:05 ] - "L" is for Listen; allow frustrated customers to vent without interruption, actively hearing their concerns to gather clues and make them feel heard, without becoming defensive.
[ 09:55 ] - "E" stands for Engage; avoid industry jargon and maintain a calm tone. Ask angry customers to list their top three priorities to shift them from emotional to logical thinking.
[ 11:25 ] - "A" is for Acknowledge; recognize the customer's frustration without accepting blame or fault. This helps build trust and moves the conversation forward positively.
[ 13:20 ] - "R" means Resolve; define next steps and set priorities to move the claim towards resolution. Under-promise and over-deliver on commitments to build trust and ensure follow-through.
[ 16:35 ] - Mike provides a recap of the points above.
Your PLRB Resources
New Course: Handling Challenging People and Difficult Circumstances - https://members.plrb.org/education/courses/handling-challenging-people-difficult-circumstances-course
Guest Site: Equis Consulting & their podcast "Leadership is the Conversation" - https://equisconsulting.com/
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