Building Trust and Resilience: Insights from Misty Spittler, Public Insurance Adjuster

In this interview, Misty Spittler Friedson shares her perspective on building trust with clients, tackling the complexities of insurance claims, and fostering resilience in her field.

TWB: Could you describe a pivotal moment in your professional life that strengthened your conviction about the value of client relationships?

MS: My assistance to a customer whose hail damage claim had been rejected was one pivotal experience. We successfully contested the refusal and gathered evidence to get the claim granted, saving them more than $20,000. The significance of solid client connections and successful advocacy was reaffirmed by this experience.

TWB: Which tactics have you found to be most successful in defending customers whose claims have been rejected or underpaid?

MS: Clear communication, comprehensive documentation, and professional assessments are the most successful tactics. Clients who are informed about the provisions of the policy and their rights are also better equipped to advocate for themselves.

TWB: Could you describe data’s function in your work in more detail? How do you improve your services using performance metrics?

MS: Data is essential for monitoring the effectiveness of our lobbying initiatives. For instance, there is a 32% increase in claim settlements for clients who enroll in my “Property Damage Claim Preparedness” course. These indicators enable us to keep enhancing our offerings.

TWB: What lessons regarding crisis management and client communication did you gain from your experience during the hailstorm disaster in Phoenix?

MS: I learned how important it is to communicate promptly and document everything thoroughly during the hailstorm in Phoenix. Better results are guaranteed, and confidence is increased when clients are kept informed and involved in the process.

TWB: You mentioned implementing virtual consultations in response to client feedback. How has this innovation impacted your relationship with clients?

MS: Virtual consultations have made it easier for clients to access our services, especially during emergencies. This innovation has strengthened client relationships by providing timely and convenient support.

TWB: Could you elaborate on any particular honors or recognitions you’ve earned that demonstrate your dedication to client advocacy?

MS: For my efforts advocating on behalf of clients, I have won numerous professional accolades and qualifications, such as being recognized as a certified roof inspector and an expert in hail, fire, water, and wind damage.

TWB: How do you keep up with changes in legislation and industry developments that may have an impact on your clients?

MS: Through professional memberships, industry conferences, and ongoing education, I remain informed. Keeping up with trends and policy modifications guarantees that I can give my customers the finest guidance and assistance possible.

TWB: What are some ways that you think putting money into community relations can lead to company success?

MS: Putting money into community ties increases credibility and confidence. Being involved in the community and sponsoring local events helps us build a solid reputation that promotes commercial success.

TWB: In every industry, sustainability is becoming more and more significant. What impact does this tendency, in your opinion, have on the insurance industry, namely on client service and advocacy?

MS: Policies and behaviors that are more ecologically mindful are a result of sustainability. Within the insurance industry, this entails promoting laws that encourage environmentally friendly rebuilding and repairs that benefit both customers and the community.

TWB: What guidance would you offer to those in your industry who want to forge closer bonds with their customers?

MS: My advice is to prioritize communication, education, and transparency. Building trust through these elements leads to stronger, more effective client relationships.

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Useful Links

• Website
• LinkedIn

Share Your Insights

We hope you found valuable insights from our conversation with Misty Spittler. Your perspective is important—join the discussion!

• How do you approach building trust in professional relationships?
• What challenges have you faced when dealing with insurance claims?
• How do you foster resilience in your career or personal life?

Share your thoughts in the comments!

Alignment with the UN SDGs

Misty Spittler’s insights into public insurance adjusting and client advocacy can be aligned with various United Nations Sustainable Development Goals (SDGs) through her focus on trust, community relations, and sustainability in her professional practice. Here’s how her work relates to specific SDGs:

1. Goal 8: Decent Work and Economic Growth
   Misty’s role in advocating for policyholders in property damage claims contributes to economic stability by ensuring that clients receive fair settlements, which can significantly impact their financial health and support local economies. Her experience in project management across sectors also promotes decent work through effective leadership and industry practices.
2. Goal 9: Industry, Innovation, and Infrastructure
   The incorporation of virtual consultations demonstrates innovation in service delivery, enhancing accessibility for clients, especially in emergencies. By adapting to changing circumstances and leveraging technology, Misty contributes to resilient infrastructure and encourages industry best practices.
3. Goal 11: Sustainable Cities and Communities
   Misty’s commitment to advocating for environmentally conscious rebuilding and repairs supports the development of sustainable communities. By promoting policies that encourage eco-friendly practices, she plays a role in fostering urban sustainability and resilience against climate-related disasters.
4. Goal 12: Responsible Consumption and Production
   By advocating for sustainable practices within the insurance industry, such as promoting environmentally friendly rebuilding, Misty aligns her work with responsible consumption and production. This approach helps reduce waste and encourages the use of sustainable materials in the rebuilding process.
5. Goal 16: Peace, Justice, and Strong Institutions
   Misty emphasizes clear communication and transparency, which are essential for building trust and accountability in client relationships. Her efforts to educate clients about their rights and the claims process enhance the integrity of the insurance industry, fostering a just environment for policyholders.
6. Goal 17: Partnerships for the Goals
   Misty’s focus on community relations underscores the importance of collaboration. By engaging with local communities and sponsoring events, she builds partnerships that not only enhance her company’s credibility but also contribute to broader community well-being and resilience.
7. Goal 13: Climate Action
   The emphasis on sustainability and ecological mindfulness in the rebuilding processes speaks to the importance of climate action. By advocating for practices that consider environmental impacts, Misty helps ensure that the insurance industry can adapt to and mitigate the effects of climate change.

Through her dedication to client advocacy, innovative practices, and community engagement, Misty Spittler’s work significantly contributes to advancing multiple UN SDGs, promoting resilience, sustainability, and economic stability within the insurance industry and the communities she serves.

About “Flash of Wisdom”

This post is part of our “Flash of Wisdom” special series.

“Flash of Wisdom” is a dynamic series of brief, yet powerful, expert insights from thought leaders across various industries. In just a few sentences, these subject matter experts share their distilled wisdom, providing readers with quick, impactful takeaways on trending topics and timeless concepts. Designed for the fast-paced world, “Flash of Wisdom” delivers actionable advice and sharp perspectives in an easily digestible format, making it the go-to source for those seeking expertise without the extra reading time.

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