Guidelines for Happy Adjusting

One of the most difficult challenges we face in the claims business is convincing insureds that, although they pay us thousands of dollars each year, we cannot cover: • their CDs stolen from their cars • the cost to repair their broken water pipe, or • the removal of wind-damaged trees from their yard. Surely they have paid their insurance to cover events such as these! Then why aren’t they covered? We don’t realize that we can either make or break the company image (not to mention self-image) by the way we approach the insured. A non-confrontational approach to claims handling should be first priority when dealing with claimants. Each of us has a responsibility to put our best foot forward and not allow the image of the company to be tarnished based on poor claim interaction.