We have all had situations while working our claims where an insured is upset and angry, and we're not exactly sure why. I have found that most times an insured becomes difficult or upset due to one four-letter-word...FEAR.
They fear that their home will not be the same as it was before the event caused the damage.
They fear they won't be treated fairly or their claim won't be properly rectified.
They don't understand the claims process or why you need the information you have asked them for.
This creates anxiety for them and puts them in a defense mode. If you can recognize this, life for you and for them will become oh SOOO much easier.
So what positive action can you take to help this situation? You involve them, listen to them, explain what you are doing and why. Ask them if they have questions. Make sure they understand the answers to their questions. Make sure they have YOUR contact number and not just the claims office number.
Explain to them the damages found, if they are covered or not and why. If you can answer all of the questions the insured has, you wont leave them wondering. Wondering is a bad thing. It leads to FEAR.