In this eight-part series, Carl Van shares his thoughts on the characteristics of the awesome adjuster. The series is to serve as a sort of road map for those interested, at least at this stage, in knowing what it takes to be among the top in their field.

I have been fortunate to have had the opportunity to discuss the topic of interpersonal skills in articles and in seminars around the country. Those discussions invariably lead to the topic of the claim hammer.

Because that has been talked about enough, I am going to shift gears and discuss what adjusters should do instead of using the hammer. For those of you who unfamiliar with the phrase, I will just describe it as the way we in claims get people to cooperate by threatening them or giving them ultimatums.

Want to continue reading?
Become a Free PropertyCasualty360 Digital Reader

  • All news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including and

© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.