Our Adjusters Share: What Surprised You About Claims Adjusting?

road crew inspectorWith any job, there is the likelihood of encountering tasks or situations that don’t exactly make it into the job description. This holds particularly true in a business as unpredictable as claims adjusting. A group of Crawford claims adjusters commented on what surprised them the most about claims adjusting. The results are, well, surprising. Hidden Talents Sometimes as you progress in a job, you discover skills or talents you may not have known even existed, something that Bill Stewart, national general adjuster in Jacksonville, Fla., discovered about claims adjusting. “The second biggest surprise to me is that a person who hated math and science actually became proficient and enjoyed this kind of work, which is full of math and science.”

Day and Night

Claims adjusters face all kinds of working conditions, from routine property claims to catastrophic events, and often don’t stick to a regular schedule, ensuring no two days are alike, says Harry Rinehart, casualty general adjuster II in Allentown, Pa. “Like the Postal Service, we must do our work in all sorts of weather, as well as in the middle of the day or in the middle of the night, and sometimes when you least expect it.”

People Are People

Still, at its heart, claims adjusting is a business about helping people when they most need it, and our adjusters agree that the priority is to keep in mind that the claimant is a human being facing an issue that needs to resolved. “Most people are honest and are just looking for what they are entitled to under the policy,” Rinehart says. “There are some who will try to beat the system, but they are a small minority. Most who try soon realize they are real amateurs up against real professionals.”

Moreover, Linda Asberry, claims adjuster and supervisor for Catastrophe Services in Houston, Texas, also learned that, while the location of the claim may change, most claimants are going through the same situation. “I was surprised to learn in this field that no matter where you are, people are the same.”

When Bill Stewart began his career as a telephone adjuster, which is a position that performs many of the same duties as field adjusters but does not visit sites, he explains that he was very nervous meeting people face to face when he first went into the field. “What I found was that people in person were generally nicer and easier to work with than they were over the phone,” he says. “It was also an advantage to see what the issues were rather than just hear about them.”

What surprised you about your job? Let us know in the comments below.

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