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 Posted: Sat Mar 15, 2008 5:27 am Post subject: |
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I think there is a way to make the adjuster's image better but it seems like the industry is going the wrong way to make it happen. It's going to take the whole industry to do it.
First, the agents. As an agent, I always informed my clients before filing a claim. I would sit with them, go over the details, make sure it was something that would excede their deductibles and how the claim should play out. I'd educate my customers and let them know what to expect, but never set expectations even a new adjuster couldn't meet. I also let them know that they could contact me during the process if there were any communication problems.
Also, as their agent, I listened to them and made sure each customer knew what coverages they were buying and had a good understanding of the policy they purchased. Too many people came to me for a quote and had no clue what they had or what their coverages meant.
Secondly, the carriers need to quit automating everything. I know people love the idea of buying insurance online and shop on their own time, but are most of the people buying policies online truly understanding what they are buying? I'd have to say a majority do not since many people I talk to don't. When a customer is not properly educated in the coverages they are purchasing, the adjuster is going to be the one who hear the brunt of the customer's frustrations when a claim is denied because they opted out of that coverage.
Carriers are also pushing customers to call the claims offices directly about claims, when many times, the claim should have been filed on the other party's policy. Instead, the insured has a claim opened then closed, possibly losing discounts for having no claims. This comes into play mainly when they shop for insurance later. Carriers are moving more and more towards huge call centers with people thrown into a 1 week crash course training on insurance rules for a state across the country from where they're at.
Third is the adjusters. Some adjusters just do not put themselves in the customers shoes. The customer probably bought their insurance online, thinking they knew what they needed, talked to someone in a call center who had to keep his/her phone calls under 2 minutes to meet quota, and was forwarded to the claims office after waiting on hold for 30 minutes and being transferred 4 times.
And last but not least, it will take the customers changing their views. When adjusters deal with these types of comments before even investigating the claim, it eventually affects them. Adjusters get burned out and begin being short with customers and letting their stress get the best of their judgement.
True personal service is truly losing out to efficiency and cost cutting and while this is happening, those of us still dealing with customers face-to-face are having to cope with the consequences of the industry truly losing touch with it's customers.
Phew, sorry to rant.....but it felt good. |
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MBTexas
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| Posted: Sat Mar 15, 2008 10:57 am Post subject: |
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Great comments MB....sounds to me like you are one of the great agents that still take care of your customers...great to have you on the boards..
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Lori
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| Posted: Mon Apr 07, 2008 2:47 am Post subject: news |
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just came across this website and I love it!
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paco
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| Posted: Mon Apr 07, 2008 7:43 am Post subject: Welcome to the community forums! |
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Welcome paco !!!
Why don't you keep participating for a couple of regular hours each day. I'm sure you can relate yourself to all the problems & benefits that are getting discussed across the forums over here. May be you could end up helping others as well.
Regards 
Lakemen
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lakemen
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| Posted: Mon Apr 07, 2008 10:23 am Post subject: |
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Great Paco....welcome, and glad you found us !
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Lori
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| Posted: Tue Apr 08, 2008 1:46 pm Post subject: |
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| Welcome, hope you enjoy your stay here and become a contributing member, I am sure that you will find a lot of good and useful information here. Again, welcome, enjoy your stay. |
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goodnatured
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| Posted: Fri May 23, 2008 5:14 am Post subject: The Truth About Claims Adjusting |
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There is absolutely no benefit to the claims adjuster to delay payment or not pay you what you are rightfully owed and can prove that you are rightfully owed. In fact, most companies rate their employees on how quickly and consistently they resolve claims.
Adjusters need to justify everything they do, every payment they make. They don't try to pay anyone less than they are owed.
The people adjusters deal with, both insureds and claimants, are the ones trying to get one over...they lie about everything from the facts of the accident to the severity of damages/injuries to even who was driving the car! The adjusters' job would be significantly easier if the facts of the accident were even somewhat consistent between the drivers involved.
If everyone was honest, adjusters could give them a checkbook and let them pay themselves. Someone has to guard the cash box and make sure people only take what is rightfully owed to them. And then let the lawyers take one third of that 
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anonymousadjuster
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| Posted: Fri May 23, 2008 11:56 am Post subject: |
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anonymousadjuster
great post! and welcome to the community..hope you stick around....
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Lori
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| Posted: Wed Sep 03, 2008 10:21 pm Post subject: Why Do Insurance Adjusters have to Yell At a Claimant |
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I can understand being forceful in trying to avoid insurance fraud. But if an insurance adjuster actually yells at me, is there something I can do?
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PatInWashington
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| Posted: Thu Sep 04, 2008 12:33 am Post subject: |
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| Quote: | | But if an insurance adjuster actually yells at me, is there something I can do? |
ABSOLUTELY! Why on earth would an adjuster 'yell'? What happened, what are the circumstances, and do you have a witness? There is no need that I can think of (other than self defense) that an adjuster should be yelling at you....let us know the situation, and we'd be happy to provide some advise...again, I've raised my voice a handful of times in over 20 years, (maybe five or six) and that has been in (verbal) self defense, at someone that was yelling at me....in an attempt to regain some mature level of conversation...I have though also hung up on people if they wouldn't stop yelling or cursing, but I always have warned them first... 
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Lori
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| Posted: Tue Oct 06, 2009 8:00 pm Post subject: |
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"A good insurance adjuster is a brain-washed adjuster. I can't get a single answer from those I've dealt with. Let me explain something, a half truth is a lie. My adjuster says things like, " I don't handle your medical needs. " Technically, she does, but wants to pass the buck to someone else in the department who is the medical expert. Meanwhile, her name pops up everywhere in my case file. Next, she asks questions which are being recorded all the while claiming I have the wrong person.
Claims adjusters are generally rude, arrogant, and unhelpful. That's why adjusters have a crap reputation! Lying to yourself doesn't change a thing."
I'm an automobile claim adjuster. I can tell you who caused the accident. I can tell you how much it will cost to repair your car. I can't tell you anything about your medical bills. There's another 'flavor' of adjuster called a medical or PIP adjuster that specializes in that aspect of the claim. However, claims are organized by 'feature'. The damage to your vehicle is a feature that's paid for by your collision coverage. The damage to the other person's car (if it's your fault) is another feature under your property damage liability coverage. Your medical expenses are another feature covered by your medical payments or personal injury protection coverage. In many companies each feature, or at least the physical damage versus the medical costs, will be handled by a specialist in that field. With that said many companies assign a 'file owner' and that person's name will appear on many of the documents related to the claim. The file owner will typically be the physical damage adjuster (not the appraiser that sees your car - the guy behind the desk), but that doesn't mean the file owner knows enough about your medical bills or how that coverage works to correctly answer your questions.
You got transferred because the file owner wanted to put you in touch with somebody who can give you the right answers, not because he or she wanted to pass the buck.
Have a little respect. We're not out to get you, we're just doing our jobs so we can pay our bills. We face anger, suspicion, and ignorance on a daily basis and I can tell you this job is not for the faint of heart or the easily insulted. Don't forget that the person you're talking to or about is a person just like you.
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Claims Adjuster
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| Posted: Sun Nov 01, 2009 7:41 am Post subject: bad rap |
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| has anyone looked at the insurers profits this year? HUGE and the actor tv slot? bottom line..........the insurers are not paying claims..P+C |
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racerx
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| Posted: Sun Nov 01, 2009 3:14 pm Post subject: |
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| Quote: | | the insurers are not paying claims..P+C |
WHAT? Where did you come up with this? I'd like to see that data..I pay claims all day long.. | Quote: | | and the actor tv slot? |
What does this mean?
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Lori
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| Posted: Sun Nov 01, 2009 3:58 pm Post subject: |
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| Quote: | | has anyone looked at the insurers profits this year? |
Yeah, PLEASE share where you saw this!
P & C carriers usually run around a 100% combined loss ratio. This means that their claims losses and operating expenses are 100% of the premiums they take in. Where carriers make their money is investing earned premiums. Anyone want to know what the investment market has been like these past few years?
As far as health insurance (we were talking about P & C but most of the "news" people hear and see if actually criticizing health carriers), take a look at the following URL:
http://tinyurl.com/ykl5h4w
It states that health carriers are making about 6% profit. not exactly those huge profits the news is reporting. Of course right now it's the "in" thing to hate health insurance companies (how else is Obama going to gain support). |
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tcope
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| Posted: Sun Nov 01, 2009 4:31 pm Post subject: |
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racerx --- come on dude....share the info...where did you get this? 
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Lori
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