The business of insurance, in recent years, has attempted to reduce expenses by eliminating training programs to produce and maintain a professional claims staff. The expense reduction efforts are a perfect example of penny wise and pound foolish.

Insurance contracts are nothing more than a group of promises to the insured. The insurer promises that in the event of a loss to the insured's property it will pay to repair or replace the property with material of like kind and quality. The insurer promises that in the event a claim is made where the insured caused someone injury, it will protect the insured and, if necessary, will defend the insured against the allegations and if the insured is found liable, it will indemnify him or her.

The standard Insurance Service Office (ISO) policy wordings do not explain how the promises will be kept. Insurers learned centuries ago that an insurance adjuster was needed to work with their insureds to do what was necessary to effectively keep the promises.