We all know that the general population interacts with twopeople when dealing with insurance: the agent and the adjuster. Butit's the adjuster who must handle the pressures and challenges whenit comes to customer service. So Claims' Eric Gilkey sat down withMitch Exposito, a general claim adjuster with Farmers Insurance whorecently won recognition in the form of his company's SuperiorService Award. He gave us his opinions on what makes for goodservice in the claim adjustment process and what he enjoys abouthis job.

Can you give us some background on the claim that led toyour company recognizing you with their service award?

The subject house is in the upscale city of Laguna Beach inSouthern California, about a block from the beach. Our insuredswere on an extended vacation sailing their boat off the coast ofMexico for a trip they had planned for some time. The insured'ssister was staying at the house while they were gone, and a fireloss occurred.

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