4 Ways This Claims Organization Is Battling Adjuster Turnover

Adjuster turnover is a persistent and pernicious problem across the insurance industry. When claims professionals switch accounts, leave companies, or exit the sector altogether, it leaves their employers, policyholders and carriers scrambling to reconnect the dots.

Risk managers become frustrated with re-educating new adjusters about their losses, programs, and culture.

They also lose faith in their claim service provider if claim processing becomes slow and disorganized in the aftermath of turnover.

“The claims professional is really an extension of the customer. In liability claims, we are an extension of their organization. We are their brand, and we are very much integrated into their workflows. So when an adjuster leaves, it disrupts their business as much as ours,” said Dave Brown, Senior Vice President & Chief Claims Officer, CorVel Corporation.

Claims organizations also must absorb the expense of recruiting and training new hires. Other adjusters have to take on extra work and quickly familiarize themselves with new cases when there is an open desk. Providing this type of desk coverage can impact the overall quality of their work and impact morale.