As any seasoned claims adjuster will tell you, interactions with claimants are sometimes baffling. Perhaps you feel as though you got off on the wrong foot with the customer, yet you aren't quite sure why. Well, there are simple steps claims professionals can take to dissolve ambivalence and defensiveness in order to procure all of the necessary information to process a claim. Claims' Christina Bramlet spoke with the author of The 8 Characteristics of the Awesome Adjuster about his newest release, Gaining Cooperation, for some pointers and learned that customer cooperation is more attainable than you might think.
What is the "cooperation hammer"?
The cooperation hammer is the tool most people pull out to gain cooperation with customers. It usually involves some type of threat or ultimatum. Some examples include, "If you don't sign the medical authorization, then we can't pay your bills," "If you don't release your car, you will have to pay the storage fees," and "If you don't let me take a recorded statement, we will deny your claim."
Recommended For You
Want to continue reading?
Become a Free PropertyCasualty360 Digital Reader
Your access to unlimited PropertyCasualty360 content isn’t changing.
Once you are an ALM digital member, you’ll receive:
- Breaking insurance news and analysis, on-site and via our newsletters and custom alerts
- Weekly Insurance Speak podcast featuring exclusive interviews with industry leaders
- Educational webcasts, white papers, and ebooks from industry thought leaders
- Critical converage of the employee benefits and financial advisory markets on our other ALM sites, BenefitsPRO and ThinkAdvisor
Already have an account? Sign In Now
© 2025 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.
