We The People

In idealizing democracy, we can imagine it to be infinitely resilient. In times of crisis, we can call on it when necessary. Then great men and women rise to the occasion to help restore order to chaos.

The same could be said for the dedicated claims professionals for whom we write. In an unassuming way, they restore order to policyholders' lives, often at great personal peril. If that seems like a dramatic statement, then so be it. The nature of the job is dramatic. Moreover, many of the readers who judiciously filled out this year's survey are tasked with not only expediting the return to indemnity—and thus normalcy—but also in mobilizing and inspiring the troops and innovating the processes, business acumen, and technical infrastructure that keep the system humming along. 

Those leading the way must often provide the P&C industry (within the context of the global economy) with a reality check as to what is working and what is impeding prosperity. Each election year provides us with a similar reality check. It also serves as a reminder that even when faced with pretty cruddy odds, we have the power and grit to effectuate change and impact shareholders in a meaningful way. 

The impending presidential election comes at a crucial time in our country's narrative. Just as issues polarize political parties, there can be a startling disconnect between upper management and those claims professionals working on the front line. Bridging this disconnect starts with information sharing—namely about your reality as a claims professional, from assessing on-the-job practicalities and benefits, to venting grievances (some of which run deep).

Fair compensation is predicated on a thorough understanding of the job, its constraints, and how it all factors into the larger picture. As always, we greatly appreciate the nearly 500 (497 to be exact) claims professionals who took time out of their busy days to complete this iteration of the annual Claims Salary Survey. 

Speaking of which, if you were expecting a barrage of numbers, then you may leave disappointed. It was evident early on in our analysis of the 2012 results that the real story is not reflected in the miniscule fluctuations in yearly wage. Nor was it reflected in the benefits that have become customary, including medical, dental and life insurance. Let's just leave those components of the overall compensation package off the table…at least for now. This isn't that kind of article.

So, yes, final salary figures will be available to you. Please check back on PropertyCasualty360.com this Friday for the slideshow and analysis. Suffice it to say, the numbers were strikingly similar to that of the 2011 study, along with pervasive lamentations about stagnant salaries being insufficient in light of mounting expectations and workloads compounded by the exodus of staffers, for whom adequate replacement has not been found.

“I've found it difficult to obtain raises,” began a multi-line adjuster with 3 years' industry experience. “But my work load has markedly increased, while staffing has decreased substantially in the past 2 years. A colleague and I were speaking the other day. He said his diary of pending files is about triple of what it was just a few years ago.”

Another insurance company adjuster from Kansas concurred, “I'm not paid overtime; however goals set by the company call for extended hours. This means I am working on weekends from home and sometimes in the office, with no recognition.”

Such off-kilter workloads have been the subject of bad press for virtually all industries in the past 3 years of the survey, with hopefulness shifting to ambivalence. Some respondents were so exasperated that they said they would “willingly trade in a portion [of their] salaries in exchange for fewer hours and less stress.”

For the vast expertise required encompassing a spectrum of subjects, claims salaries have traditionally been considered low, a problem even more pronounced for independent adjusters vying for jobs in a down economy. But certain “perks” of the profession are not translatable to set amounts.

Enter the Intangibles
Many of this industry's finest will never know what it is like to feel the unwelcome glare of fluorescent overhead lighting in “Cubeville” on a daily basis because, well, they'd rather be where the “action” is. The flexibility to establish one's own schedule and work with clients face-to-face are perks of the profession. Telecommuting is being offered to more insurance company adjusters than ever before as a way for both company and employee to save and heighten productivity.

In addition to boosting morale, telecommuting can also help claims professionals manage high stress levels and potentially correct the work-life balance that many bemoan. 

“While we are driving efficiencies with greater tools, the expectations on today's claims professional are tremendous,” said one vice president of claims with 28 years of experience. “Superior customer service is an expectation of the customer. In this modern world instant gratification is the expectation.” 

Telecommuting is also viewed as a way to woo the younger generation, who are bombarded with information overflow and options galore. How can those entering the work force for the first time, or even after a prolonged absence, as is the case with a burgeoning number of veterans, determine if claims is a better option compared to other professions?

Passing the Torch
Every election year, Americans are bombarded with a smorgasbord of campaign advertisements—many of which are deemed pure vitriol, while others cater to certain demographics, playing on not-so-subtle generalizations. To usher in the next era of potentially great claims professionals, we may have to take a cue. 

On a fundamental level, our voting decisions next month will be based largely on a fantasy future created by the candidate of our choosing, someone who is charged with ensuring our well-being, and to a degree, our happiness. To convey that a career in claims is one of fulfillment and possibility, we will need to demonstrate a commitment to safeguard the professional futures of those of whom we ask to make some very personal sacrifices. Long hours, stressful situations that test our endurance and moral fortitude; these are not light demands. 

In 2008, the cautious optimism surrounding the presidential election—and what it would mean to U.S. workers—was palpable. This time around, even those of the “sunny side up” persuasion fret that, regardless of the outcome in November, we will invariably encounter new sources of anxiety. Alain de Botton says that “anxiety is the handmaiden of ambition,” and for our sake, I sure hope he is right.