062 Mastering Claims Prevention During Peak Season: Expert Insights from Brandi Johnston

ACE Relocation Nation

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In episode 62 of Ace Relocation Nation, host and senior manager of claims and quality assurance, Brandi Johnston, delves into the complexities of handling claims in the moving industry. With a rich background at Atlas Van Lines, Brandi brings a wealth of knowledge to her role at Ace Relocation Systems. She emphasizes the importance of prevention, customer service, and financial responsibility in managing claims. The discussion covers various challenges, including over-disassembly, the significance of proper documentation, and the role of technology in improving processes. Brandi shares personal anecdotes, such as her own challenging move, and insights into her passion for problem-solving. She also highlights the importance of communication, both with customers and within the team, to ensure a smooth claims process. This episode offers valuable lessons on maintaining high standards in customer satisfaction and operational efficiency, making it a must-listen for anyone in the moving business.
00:00:05: Introduction and Welcome
00:01:21: Brandi Johnston's Role and Background
00:02:23: Impact and Prevention in Claims
00:03:09: Emotional Journey of Customers
00:04:09: Challenges in Claims Handling
00:05:33: Importance of Phone Communication
00:08:11: Group Text Frustrations
00:08:29: Brandi's Personal Life and Family
00:10:01: Moving Brandi's Dad to Texas
00:11:05: Claims Liability Breakdown
00:14:16: Importance of Documentation and Procedures
00:17:50: Brandi's Approach to Customer Service
00:21:25: Repeat Customers and Claims
00:23:34: Over Disassembly Issues
00:26:22: Van Operator Liability and Deductibles
00:29:09: Small Business Challenges for Van Operators
00:32:46: Importance of Communication and Prevention
00:33:37: Handling Overflows
00:37:55: Proactive Solutions for Overflows
00:40:55: Digital Documentation and Photos
00:43:03: Customer Scams and High-Value Items
00:46:30: Preparing Van Operators for High-Value Items
00:47:30: Brandi's Upcoming Trip and Personal Time
00:48:28: Conclusion and Final Thoughts

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