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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. ClaimsChristina 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.”

How can claim professionals avoid using this “hammer” technique?

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