Before our training department blows out the door for the New Year, we wanted to grab our lead instructor, Randy Allgood, to give us some insight on what not to do when working claims. Read his insightful response below:
A couple of key things come to mind that are critical. The first and in my opinion is failure to establish and/or maintain contact with the insured. Don’t just “wing it” All of our established and successful “first call/core” adjusters have a system in place that dictates initial contact within 24 hours of receipt of the claim. They have a specific office time set in place to make and return phone calls to the insured’s. A successful adjuster will establish those office hours as well as when a return call can be expected. Using your voicemail greeting to communicate these times has proven to be helpful. In addition, text messaging is a quick method of responding to an insured. This method doesn’t tie either of you up on the phone discussing things that are not relevant to the claim.
I always communicate to the insured, if they have the ability to text and need to reach me or if they have a quick yes or no question, it is much easier and quicker for me to respond in that manner.
Keep in mind that there is no substitute for an in person or phone conversation.
The other key area that adjusters, especially new adjusters, make mistakes on a daily basis is over scoping. The idea that you can inspect a large amount of properties in one day and write the estimates over the next few days gets a lot of adjusters in a bind. The most effective adjusters scope only what they can write in the same day. While there is no magic number, usually 3-5 claims per day, depending on the severity of damage, is a good rule of thumb. There are always exceptions to the rule such as, needing specialty bids or having to work with general contractors or public adjusters to arrive at agreed scopes. The successful adjuster must be organized and manage their time effectively.
Communication and turning in work on daily basis is paramount to an adjuster’s success.