The
Indifferent Adjuster
Of late I have had so many replies to my musings, the responses have all
been done with a insight and I have found them all to be to the point.
As I read responses to my musings on reflections on a case, I reflected on
recent and past experiences with what I refer to as the " Indifferent
Adjuster ".
Now I
want to start with the clear statement that there are many excellent
adjusters out there that care, they work hard under conditions that for the
most part are rather difficult. I challenge all to think about handling a
case load of 150 to 200 files with the performance incentives placed on the
adjuster today.
On to my musing for the day. Indifference is nothing more than the
adjuster who really cares less about you and your claim or in essence is
indifferent to the needs and problems of the insured, claimant or plaintiff.
I believe that indifference is the primary fuel for bad faith claims. When
claims people are indifferent to insureds and/or claimants we see attitudes
harden on both sides and then with indifference comes lack of being
responsive, lack of quality investigation, evaluation of coverage,
evaluation of damages, disposition, etc. If we do not care then why do
we need to ensure quality in what we do.
Often the indifferent adjuster will also not listen and failure to listen is
one of the greatest performance issues I have had with adjusters.
Those who listen and telegraph , I care about your problem, resolve
problems, it makes no difference if the claimant is represented or not, if
the adjuster listens and is open, i.e.... not indifferent, he or she can
appreciate the others problems, build rapport and settle cases and that is
what it is all about.
A great little book is " Getting To Yes " and " Getting past
No", I may have the title wrong on the second one, but both come out of
the Harvard Negotiation project, by Roger Fisher and the second author
escapes me, but they stress, stepping to the other side and thinking about
the other persons problem, building bridges to resolution, etc. Now
ask yourself if we are indifferent to the problems of others, can we truly
deliver the promise of the policy?
As I reflect, we tend to do that as we age, on my past life, I can recall
where indifference has been very costly, for a time I thought this business
was all about war, but it is not, it is truly about resolution of problems.
Granted at times the problem due to differences as opposed to indifferent
attitudes must be resolved in the courts. But ask yourself how many
cases have we paid to much on, went to trial and lost due to indifference.
Indifference in this business comes in many forms, but in our business it
boils down at least from my perspective to two things, we are indifferent to
people or facts, if we choose to be indifferent to any one of the two, in
balance the claim is headed for trouble.
My observation is that indifference is costly to our industry and should be
avoided when every possible. Avoidance of indifference is yet another
musing.
In closing one might ask this question, when the adjuster puts on the cloak
of indifference is it not true, that he or she has breached a fundamental
trust the insurance company owes to the public at large as a quasi public
agency?
Mike Cerf
Expert Witness Insurance Claims
Sherwood, Oregon
503-925-1937
mcerf@teleport.com
