You know what? When I look back on my little life and the birds I've known, and think of all the things they've done for me and the little I've done for them, you'd think I've had the best of it along the line. But what have I got out of it? — Michael Caine, speaking as Alfie, in the movie of the same name (1966).
Having lived in the grandeur of Washington, DC for a number of years, I've experienced firsthand the value of integrity and the diminishment of human values caused by the lack of it. Integrity: it's something all of us have — or lack. But the hopeful bottom line is that it can be developed, even enhanced. It just takes time, effort, and diligence.
We've witnessed the value of integrity a lot of late, and the painful repercussions from the lack of it, physically and psychologically. Both the former and the latter can be very painful. Take, for instance, the abominable hurricane season that has devastated Florida and the Gulf Coast. Initially, the lack of FEMA response to the New Orleans crisis following Katrina was spectacularly insensitive, and showed a lack of integrity in the obvious slow response of the federal government agencies. The situation was compounded by the behavior of the executive branch, after the fact.
Then came Rita, which we all hoped would be the last torture. But no! Wilma still was coming along to pack its punch. (And at this writing, the season isn't over "till the Fat Lady sings." Let's hope that we've already heard her aria!) Even in a state where its governor has such an influential family name, there have been problems. Response to victims' plights is uncharacteristically slow. Power will be out for weeks in the southern portion of the state, according to reports at this writing, although cleanup, in another sense, is being accomplished with gusto.
So where does that leave the insurance industry, specifically, adjusters? Right there in the unkind glare of a harsh spotlight, taking up the slack, providing an air of dignity to the sufferers, directing salvage operations and handling the recuperation mess, and making things right. Are we up to the task? Seems so from the reports coming across the wires.
But you all must remain on guard. Delayed claim resolution can give adjusters a black eye. Inept, sloppy response to claimants can do irreparable damage to your reputation (the integrity card again). Oh, and then there's the fraud problem. This is the perfect time for opportunists of the worst ilk to ply their trade and bilk the industry out of additional billions from flagrantly fraudulent, exaggerated, or downright false claims.
How do you combat all that? By doing what you do best. You're the professionals, after all. But when you're pressed by seemingly insurmountable obstacles, unbelievable workloads, and desperate claimants, what are you to do? You know the answer, but sometimes we all need to be reminded.
You play the integrity card. You keep that ever-watchful eye out for fraud — most of you can smell obvious fraud from a mile away. It's the discreet instances that can break your back — and your company's bottom line. The motto for the foreseeable future is: Be kind, be there, be fair, be aware, and beware!
Good luck and God bless. Know that you're all appreciated, valued, and will eventually be rewarded somewhere down the line. Even if no one has the thoughtfulness to say so right now.
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