Doctors cannot treat or prescribe a cure until they have diagnosed the patient's illness. Attorneys cannot defend a client until the allegations are understood. And adjusters cannot resolve claims until they have investigated and evaluated the facts.
While employee productivity is up, the amount of actual work performed is down, and the difference is technology. In the adjusting profession computers and machines do the work while employees text, tweet or monitor some i-gadget. Computers and robots may soon eliminate all employees and we can then commute to the unemployment line.
For adjusters slugging away at their claim files, the computer is a handy tool, but it all comes down to using their brains to do the nine steps of claim adjusting: Investigate, evaluate and negotiate the coverage; then investigate, evaluate and negotiate the liability; and finally investigate, evaluate and negotiate the damages. Sometimes it is necessary to ascertain what kind of damage has occurred before coverage can be fully evaluated or negotiated. That is what we do, and we must do it in that order.
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