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

Send us Fan MailIn 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 Welcome00:01:21: Brandi Johnston's Role and Background00:02:23: Impact and Prevention in Claims00:03:09: Emotional Journey of Customers00:04:09: Challenges in Claims Handling00:05:33: Importance of Phone Communication00:08:11: Group Text Frustrations00:08:29: Brandi's Personal Life and Family00:10:01: Moving Brandi's Dad to Texas00:11:05: Claims Liability Breakdown00:14:16: Importance of Documentation and Procedures00:17:50: Brandi's Approach to Customer Service00:21:25: Repeat Customers and Claims00:23:34: Over Disassembly Issues00:26:22: Van Operator Liability and Deductibles00:29:09: Small Business Challenges for Van Operators00:32:46: Importance of Communication and Prevention00:33:37: Handling Overflows00:37:55: Proactive Solutions for Overflows00:40:55: Digital Documentation and Photos00:43:03: Customer Scams and High-Value Items00:46:30: Preparing Van Operators for High-Value Items00:47:30: Brandi's Upcoming Trip and Personal Time00:48:28: Conclusion and Final ThoughtsACE Relocation SystemsAtlasNet app on your smartphone  AtlasNet iPhone AtlasNet Android