Claims Adjusters Urged to Justify Their Decisions Amid Rising Concerns Over Training and Experience

In a candid exchange among insurance claims adjusters on a professional online forum, a seasoned litigation adjuster voiced concerns about a noticeable decline in the willingness and ability of adjusters to defend their claim adjustments. The post sparked a wide-ranging discussion, touching on various aspects of claims adjustment, including the importance of detailed documentation, the role of adjuster training, and the impact of corporate policies on claims processing. Contributors to the thread, ranging from independent adjusters to those working directly for carriers, shared insights on the challenges of defending claims determinations, the value of a strong narrative, and strategies for ensuring claim adjustments are both justifiable and defensible.

Several participants underscored the value of thorough documentation, with one adjuster recounting how detailed notes and proactive communication prevented further questioning of their decisions. Others highlighted the importance of clear and concise narratives supported by evidence, such as photos and reasoned explanations, to facilitate understanding and reduce disputes. However, the discussion also revealed concerns over the training and experience levels of adjusters, with some pointing out a trend towards less experienced personnel handling claims, potentially leading to less informed decisions and increased scrutiny from management. The debate underscored the complex dynamics between training, experience, corporate policies, and ethical standards in the field of claims adjustment.