Claims adjusters are stuck between a rock and a hard place. Bosses pressure them to close files–one way or another–as quickly and cheaply as possible. Policyholders–always impatient, rarely up-to-speed about the claims process, and sometimes very angry–want their money now, and the paperwork be damned. But with the proper training, this doesn't have to be a thankless job.

While adjusters are usually well-trained when it comes to contract language and standard operating procedures, where they are most likely to come up a little short is on the “soft” skills–dealing with people as human beings, rather than as nails sticking out, waiting to be hammered into place.

I've never been a claims adjuster, but I've sat through enough seminars given by Carl Van to appreciate what goes into the job, and how potentially explosive situations can be diffused.

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