How to Make a Difference as an Adjuster
As an independent adjuster, you play a critical role in the claims process. Unfortunately, many times the insured is weary or skeptical of the IA that shows up to their home. This can make the claims process more difficult and even delay indemnification.
We realize there can be negative stereotypes associated with independent adjusters, but Brush Country Claims and our adjusting partners are eliminating those stereotypes by providing outstanding customer service during the management of all claims.
Whether it's minor interior water damage or a significant catastrophic event, here are six ways to improve the insured's experience of the claims process.
1. Make contact during hours that are convenient to the insured.
- We know you work long hours and can be up at all hours of the day and night, but be aware of the insured's schedule when making contact. Call the insured between 8am and 7pm.
2. Call the insured the day before their inspection to remind them of your arrival and address any concerns they may have.
3. Call or text the insured when you are heading to their claim
- Be sure to notify them ahead of time if you are going to be late and offer to reschedule if they cannot make the new window.
4. When on site, give the insured your full attention at the beginning of the inspection to allow them to show you their concerns. Regardless of coverage, they deserve to be heard.
5. If allowed by carrier guidelines, discuss your findings with the insured.
- In most cases, you will not discuss coverage with the insured, but you can discuss your observation of the damages. You can advise the insured of your observations and inform them the carrier will make all applicable coverage decisions.
6. Give the insured a clear roadmap for their claim.
- Set realistic expectations for timing.
- Make sure they know who their carrier desk adjuster is.
- Let them know who will be reaching back out to them and set an expectation of when that should occur.
Remember, the insured is going through a difficult time and oftentimes their stress can be reflected in their behavior. Do your best to make their experience as easy as possible!