Holster 'The Hammer'

Here is an example of how a simple change in process can make the claims adjuster's job easier, and increase the chances that a customer will stay. Of all of the time an adjuster spends negotiating, about 10 percent is spent negotiating the dollar amount of something--either the actual cash value of some object, or the daily rate of pay of some coverage, etc. The other 90 percent is spent negotiating for something else. Yet most adjusters receive no formal training whatsoever on how to effectively negotiate for what they will spend 90 percent of their time trying to obtain. What can this be, you ask? Of all the time adjusters spend negotiating, 90 percent of that time will be spent negotiating for cooperation--either getting an insured to give a recorded statement, convincing a claimant to send in some estimates, having someone complete a medical authorization, even getting someone to agree to call back.