The other day I had someone ask me exactly what it is a claims adjuster does. Being in this industry for some time, multiple definitions came to mind. However, I chose not to lose them with my lengthy explanation, so I said something very similar to the textbook definition, “Claims adjusters review insurance claims to verify the claim and to determine a fair amount for settlement.” The gentleman nodded his head as if I answered his question and our conversation moved on.
But this explanation did not give justice to the job title and personal attributes that we, as adjusters, have. I realize most people view a claims adjuster’s role as a distant and indifferent one. However, the fact of the matter is that adjusters work tirelessly to help both our clients and claimants navigate the confusing labyrinth and legalese of insurance claims. Over the course of a day, an adjuster must demonstrate the traits of a counselor, investigator, risk manager, and data analyzer. But one of the most undervalued traits of an adjuster is the empathy required to balance the needs of so many. Finding this balance can be a challenge, but it offers the opportunity to use ingenuity and critical thinking, as well as interpersonal skills, to solve unique problems.
At Johns Eastern, I have had the opportunity to work with some of the best adjusters. What I have learned from them is that organization is imperative, you must be able to communicate effectively, and you must be a well-cultivated, critical thinker.
Organization
With all of the complicated ins and outs of insurance, organization of the claim files, as well as personal notes on each claim, is of the utmost importance. Through years of service, Johns Eastern adjusters have developed operational plans that streamline the process of information gathering and data entry. The uniformity in our system allows information to be obtained by either the adjuster or the client at a moment’s notice, through our specially designed claims system.
Communication
Communication is the catalyst of Johns Eastern’s long-standing record of success. People skills is one of the most important traits that an adjuster can have. Each of our accounts relies on the coordination of multiple adjusters with our support staff, as well as the relationship between adjusters and clients. Quick communication with the affected parties and our strategic partners is essential to the orderly resolution of claims.
Critical Thinking
One of our promises to our clients is maximizing cost savings. For each individual claim, case file analysis is done to devise a unique and thorough action plan. This plan, designed to reduce cost and quickly settle cases, requires deep understanding of claims management and critical-thinking skills to find solutions to any questions about the case. In order to bolster support for our adjusters, we provide the opportunity for continuing education courses to help improve and maintain their technical knowledge of the industry, as well as their analytical skills.
So, if you ever find yourself having to explain what it is you do as an adjuster, you can sum it up that a claims adjuster does more than investigate the facts of a claim and determine its resolution, we also help people, whether it’s our client or a claimant, and do our due diligence to determine a solution as it is related to the loss a person has experienced.
