How to Deal Effectively with an Independent Adjuster
It is the responsibility of an adjuster to conduct investigations, determine coverage & liability, and negotiate damages with insureds and claimants. As such, the adjuster becomes a critical part of both the underwriting and marketing teams. If he underpays claims or treats insureds or claimants in an unprofessional manner, then he may alienate current and potential policyholders. If he overpays claims, he puts the fiscal solvency of the company in jeopardy. For this reason, the hiring and management of independent adjusters is a critical task.
When choosing an independent adjuster, it is important to identify adjusting firms which value their reputation with insurers. In many cases, these are independent adjusters who spend money on marketing their services to insurers through websites such as Claims Pages and the National Association of Independent Insurance Adjusters. They understand the value of relationships and are more likely to handle a claim in a manner which leads to a positive outcome.
However, choosing the right independent adjusting firm is more than just throwing a dart at a phone book. Independent adjusters may specialize in property, auto, liability or workers’ compensation claims, and knowing which type of claim they handle is important in the selection process. Claims Pages helps by identifying service providers by specialty.
Just as it is important for the independent adjusters to handle claims properly, insurers should treat independent adjusters in a professional manner. When conveying the assignment, the insurance company representative should speak in a calm, clear voice, maintaining courtesy throughout the conversation. He should also be open to the adjuster’s recommendations regarding the actions to be taken, and should make sure that the independent adjuster understands the extent of the assignment. There should also be an agreement on the frequency of communication while the claim is pending.
The insurer should be as involved as possible. As the independent adjuster reports on the progress of the claim, the insurance company representative should be ready to provide advice and direction. When the claim is concluded in a prompt, professional manner, everyone benefits.