Claims adjusters are stuck between a rock and a hard place. Bosses pressure them to close filesone way or anotheras quickly and cheaply as possible. Policyholdersalways impatient, rarely up-to-speed about the claims process, and sometimes very angrywant their money now, and the paperwork be damned. But with the proper training, this doesnt have to be a thankless job. Carl Van–master trainer and claims guru–has been teaching this for years, but I often wonder whether enough people in this cynical, battle-hardened industry are listening.
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 skillsdealing with people as human beings, rather than as nails sticking out, waiting to be hammered into place.
Ive never been a claims adjuster, but Ive 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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