About retaining customers

Regarding “Take steps to obtain a fair insurance settlement” (Page R6, Sunday), I am a retired property and casualty insurance agent with 45 years of experience with a major insurance provider. I have to take exception to Mr. Sichelman’s primary premise that “insurance carriers tend to low ball damage estimates in hopes that the insured will accept their low offer … the less they pay the more profitable they are…” Seems to me that he is really uninformed.

For the most part and for the majority of the insurance industry, estimators are trained to properly assess the damage and prepare an estimate to bring the damaged property back to what it was prior to the loss (more often than not, better than it was prior) and to the customer’s satisfaction. Servicing claims properly on the first attempt with an accurate assessment and correct payment to make the repairs is the goal of most major insurance providers. Quick and proper claim settlement is an expense-saving mechanism, not under paying claims.

The insured always has the option of having the contractor of choice review the estimate and, if there is disagreement, requesting a review and possible supplemental payment by the insurance provider. Remember that an estimate is just that — an estimate. My policyholders were my friends and some insured with my agency for decades. I was not taking their premiums with the thought that my insurance carrier was out to low ball them at claim time!

An insurance company does not retain its customer base or win over new customers by short-changing its policyholder base.

Ed Dardis, Houston