Are Claims Driving You Crazy?

One of my favorite psychotherapists who uses cognitive techniques is Albert Ellis, a straight-talking New Yorker whose direct approach often helps people to recognize the absurdities of their self-created mental attitudes, rules, and expectations. Namely, people take their preferences, dreams, and desires and transform them into a dogmatic set of "musts, shoulds, and oughts" that are unrealistic or even impossible to attain. The trick is to take a look at your thinking patterns, see which ones may be unhelpful or unreasonable, and change them accordingly.

This common human problem of unhealthy thinking patterns can quickly rear its head in the complex and fast-paced world of property and casualty claims. Here are examples of some self-created, even unconscious "rules" that could cause an adjuster some unnecessary anxiety:

"Because I enjoy being liked, insureds and claimants must approve of all my decisions for me to feel good about myself."

"Because I would like to be perfect, I must never make even a minor mistake at my job."

"I must finish all of the work on my desk before taking a break or leaving for the day. If I don't, I will feel bad about myself."

"Because I want insureds and claimants to speak nicely to me, they must do so or I will feel terrible."

While there are helpful thinking patterns that a little anxiety can help maintain (e.g. "If I don't show up to work, I'll lose my job" or "If I disregard my performance goals, I won't get a raise"), the important thing to realize is that your own rules and expectations do not succeed in accomplishing anything but raising your anxiety levels.

Poor cognitive patterns also pose a problem because they can place your personal sense of well-being into the hands of others. This is particularly unhelpful in property and casualty claims when it is often impossible to meet the conflicting demands of insureds, claimants, management, and state regulations. In my practicum, I counseled a man in a substance-abuse program who had gone down the dark road of drug abuse in large part by internalizing all of the demands and criticisms of those around him. He came to recognize that he needed to stop — as he put it — letting people "live upstairs, rent-free." As with the many overachievers and perfectionists in the adjusting world, he had allowed other people's attitudes and beliefs control his sense of self-worth and inner peace.

Attitude Adjusting

While taking a look at your thinking patterns, it also is good to examine your general emotional attitude toward your job. I had some temporary claim jobs when I was working on my counseling degree and often was struck by how offices with very similar workloads and resources could have remarkably different attitudes. As psychiatrist and concentration camp survivor Viktor Frankl came to experience in a profound way, attitude often is the one choice that can remain in the most adverse of situations. Instead of succumbing and contributing to an environment of anxiety and negativity, it is important to make sure that you are not exaggerating the stressors in your job or choosing to let them dictate your attitude.

Although Abraham Lincoln may have said it too simply when he remarked that "most people are about as happy as they make up their minds to be," the point is nonetheless well taken — especially for claim adjusters. Property and casualty claims involve a seemingly constant stream of decision-making, negotiating, compromising, disagreeing, and disputing. There are unpleasant tasks to be done, critical and demanding people to deal with, and often strict quality standards to be maintained. There also are opportunities to help people suffering financial and personal loss, chances to diffuse problematic or charged situations, challenges to investigate a complex loss properly, and the ongoing possibility of improving yourself as a claim professional. If you look for negatives in the claim industry, you will always find them. You also always can find successes, intellectual challenges, wonderful coworkers and customers, and personal growth opportunities.

Here are some ideas and thoughts that may help you keep your attitude in check:

Don't forget that your customers (and coworkers) are real people with real problems. In addition to the stress of a loss, the person you are talking to might be experiencing the effects of marital problems, the sickness or death of a loved one, or an unknown physical malady or mental difficulty. Approach each person as if they are dealing with some sort of hidden personal problem. It's not an unlikely possibility and you'll find that you won't mind as much if they are unpleasant.

Don't encourage or hang around people with negative attitudes. It can and will wear off on you. Of course, different people's attitudes are affected adversely by different things. It's important to recognize for yourself what affects your general emotional state and adjust accordingly. One catchy saying will help you remember the general idea: "Life is often mind over matter — if you don't mind, it doesn't matter."

Take Action!

Another major component of counseling for anxiety issues involves behavioral changes. Formal behavioral therapy works on the premise that our actions can improve our mental health. Besides behavioral techniques, many counselors recommend aerobic exercise, relaxation and breathing exercises (often on audio tapes), and eating a healthy diet as methods to help control anxiety.

Of course, there are many other potential stress-relieving activities — the important thing is to do what works for you. Just as everyone's fingerprint is unique, each person's brain works differently and requires some personalized attention. The possibilities are endless, but some additional practices that could help lessen your anxiety include:

• Taking short breaks during your workday.
• Reading a book, newspaper, or magazine.
• Having lunch outside the office.
• Taking extra time with people you enjoy.
• Going to the golf range on your lunch hour.
• Getting a massage.
• Cutting out nicotine and caffeine.

Once you find something that helps, make sure that you are habitual about doing it. Most adjusters will find that their demanding workloads will necessitate that stress reduction activities be "scheduled in" to make sure they do not get pushed aside.

One last recommendation: Try to complete your most stressful tasks first. Often, you'll find that there was nothing to worry about and that the tension disappeared when the deed was completed or that the anticipation was worse than the task itself.

Time for a Career Move?

Although it is certainly possible for people to make multiple changes in their jobs or work situations without ever coming to the realization that the problem lies within, it is equally true that many find themselves in employment situations that are less than an ideal fit. If you feel that you are experiencing anxiety levels that are significantly higher than what they were before you took your current position, it may be time to look around to see if there is a better match for your personality and skill set.

If you want to stay in claims but do not like your company's work environment, you might try a temporary staffing service in addition to your standard efforts at job seeking. Some firms (e.g., Insurance Overload Staffing Systems) specialize in insurance jobs and allow you to try out a company before making a commitment.

Many adjusters find that "front-line" dealings with insureds and claimants create more conflict than they would like to have in their average day. Consider changing to another position in the claim department like subrogation, litigation, bodily injury negotiation, or management. Some adjusters have even made the inter-departmental jump to human resources, underwriting, or information technology. Most employers will gladly talk to valued employees who want to stay with the company in another capacity.

If you are feeling overwhelmed and would like some help in assessing your career path or potential, you may want to seek out a career counselor for professional assistance. Career counselors can help you assess your skills, prepare a r?sum?, improve your performance on your present job, and evaluate your proper place in the job market.

Seeking Professional Help

When your anxiety and stress levels become lengthy in duration, out of proportion to the realities of your life, or are interfering with your day-to-day living, it may be time to get some extra help. Panic attacks, overeating, and substance abuse also are signs that your mental health may need some serious attention. Such symptoms and behaviors may suggest that you have entered the ranks of the whopping 40 million American adults that have a diagnosable anxiety disorder.

The two basic categories of professional psychological help come in the forms of counseling and medication. Some employers have free, confidential phone counseling services that will easily fit into your schedule and won't strain your budget (Insurance House uses a company called LifeWorks). You may want to check out your company's human resources literature or intranet site to see what's available. Of course, you also can seek out a licensed counselor or psychologist in your area who can sit down with you and go over what sort of treatment plan would be best for you. It is good to remember that one need not qualify for a clinical diagnosis to benefit from therapy. Many people have benefited from counseling after hitting a rough spot. Sometimes a heightened anxiety level is merely a natural reaction to the realities of life.

Fortunately, medical advancements also have yielded some medications that are known to be non-addictive, will not diminish alertness or quality of cognition, and have helped millions of Americans significantly reduce their anxiety symptoms. There are numerous familiar mediations out there (Zoloft, Lexapro, Paxil, Prozac, etc.) that can have a dramatic affect on people suffering from anxiety problems. If your brain chemistry is out-of-balance, one of these drugs may be of great benefit for easing the disproportionate levels of anxiety that can squeeze so much pleasure out of your life. You will of course need to consult a psychiatrist or doctor for an evaluation and possible prescription.

Concluding Thoughts

Stressful situations are part and parcel of the claim experience (and life itself). While eradicating anxiety completely is unreasonable, it is always helpful to seek to eliminate inappropriate or excessive anxiety levels that interfere with job performance and enjoyment of life. While some of the above suggestions regarding thinking patterns, attitudes, behavior, and career assessment may be of help to you, it is important to seek out professional help when your problems become more than you can effectively handle.

Barrett A. Evans, AIC, manages arbitration, litigation, and independent adjuster files for Insurance House. He has been granted the Master Certified Special Arbitrator designation by Arbitration Forums and has both a Master of Counseling and a Master of Divinity degree. Mr. Evans is not a licensed counselor. E-mail bevans@insurancehouse.com.