Should Insurance Adjusters Hug Policyholders After Major Losses?

A large discussion on Reddit within the adjusters subreddit highlights an issue most experienced claims professionals recognize immediately but rarely see addressed in formal training. The conversation centers on whether insurance adjusters should hug policyholders during emotionally charged claims such as fires, total losses, fatalities, and catastrophe events. With dozens of contributors across property, auto, catastrophe, desk, litigation, and large loss roles, the thread offers a candid look at how adjusters actually handle empathy in the field.

Many large loss and catastrophe adjusters in the Reddit discussion state they never initiate physical contact but will accept a hug if the insured requests one. These adjusters emphasize that policyholders are often experiencing the worst moment of their lives, and refusing a simple gesture of comfort can feel cold or robotic. Several note that compassion and kindness are as important as technical accuracy, particularly when claims involve fatalities, displaced families, or complete loss of a home.

At the same time, a significant portion of commenters strongly oppose physical contact of any kind. These adjusters cite professionalism, boundary management, and risk exposure as key concerns. They warn that hugging can create unintended expectations, blur the adjuster insured relationship, or lead to HR complaints and reputational issues if a gesture is misinterpreted. Some contributors share that past attempts at physical comfort later complicated claims when outcomes did not meet insured expectations.

Across the Reddit thread, a consistent theme emerges that empathy does not require physical touch. Many adjusters describe demonstrating care by listening, clearly explaining coverage, resolving disputes with contractors, advancing ALE, or simply staying present longer than required. Desk adjusters in particular emphasize that compassion can be effectively conveyed through patience and problem solving rather than in person gestures.

For insurance claims professionals, the Reddit discussion reinforces a reality of the job that policy manuals rarely address. Adjusters are expected to balance humanity with objectivity while managing emotional policyholders under stressful conditions. The takeaway from this peer driven conversation is that there is no universal rule, only informed judgment shaped by experience, role, and risk tolerance.