The Good Claims Adjuster

When an auto accident occurs, both insureds and claimants tend to feel a mixed set of emotions including uncertainty and loss of control.  By removing uncertainty and creating a positive experience, an insurance adjuster can greatly influence the reputation of his employer, the insurance company.

An insurance adjuster should contact all parties promptly to let them know that their claim is important and that he will be responsive to their needs.  Although the adjuster should be friendly and courteous, he should also maintain a professional demeanor which will suggest that he will conduct an investigation in a fair and impartial manner.  By exhibiting a professional image, the adjuster will project confidence in his estimates, settlement offers and, when appropriate, denials.

Just as first contact is important, so are timely investigations.  Obtaining statements early is essential to a good investigation.  Because memory deteriorates over time, evidence can be lost if insured and claimant statements are not obtained quickly.  These early statements can also prevent parties from deliberately changing their stories due to advice from relatives, friends or attorneys.

If an appraiser is used, the adjuster should make the assignment after first contact. By doing so, he can identify when and where the damaged property can be inspected.  In those cases where the parties are securing estimates on their own, the adjuster should instruct them to obtain at least two estimates.  Adjusters should refrain from making specific recommendations on who to use, but they may point to online sources such as Claims Pages to locate insurance-friendly service providers.

During negotiations, the adjuster should never use a “take it or leave it” approach.  Doing so will only instill animosity as most individuals expect to negotiate.  Rather, the adjuster should make a fair offer with some room for negotiation.  After an agreement has been reached, a release form should be obtained to solidify the settlement.  Many of these forms are available on Claims Pages.

In those cases where a denial of coverage or liability is warranted, the claims adjuster should offer a knowledgeable, well-reasoned analysis of why the claim is not being paid.  In most cases, this should be done in person or over the phone to avoid the image of a cold and impersonal insurance company. 

By following these simple guidelines to claims handling, a good claims adjuster can turn a negative experience into a positive one.