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Dolly Parton may have popularized the song, “9 to 5,” but sooner or later, adjusters realize their jobs do not conform to that time span. A claims adjuster’s work is never really done. There is always another file, one more case assignment, and one more investigative task to complete. Adjusters are knowledge workers; they don’t always leave their jobs when they leave the office.

West coast clients want conference calls at 8 p.m. to discuss a claim. Policyholders, claimants, or key witnesses often can only meet with adjusters after 7 p.m. At 3:30 a.m., the phone rings, summoning the snoozing adjuster to the scene of a tractor trailer cargo overturn. The 8-hour work day is as common as the three-martini lunch. 

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