Partner with your claims adjusters to get results
even in insurance, You still catch more flies with honey
by Angela Wheeler
Insurance claims are not limited to catastrophic events. They happen every day in the business world. For example, businesses employ drivers who get in auto accidents; retailers may have a guest slip and fall in their store; or a business owner may have an employee who injures their back. These are all examples of insurance claims that happen daily, and could have serious financial implications.
Today, insurance adjusters generally have very good customer service, but the industry has a bad reputation to overcome. Unfortunately, even people who have never had an insurance claim often have a misperception that insurance adjusters
are difficult.
The outcome of claims, regardless of size, depends on an attentive adjuster with good communication skills. Here are some
tips business professionals working with claims can follow to maintain a positive relationship with the adjuster:
- Partner with the insurance adjuster to best resolve the file.
- Return the adjuster’s calls and requests for documents in a timely manner. Investigating a claim is critical to determining liability, coverage and defenses. Making the adjuster’s requests a priority will protect your interests as a business. The sooner you respond, the sooner the claim can be advanced forward.
- Ask questions. Claims are often very complicated and emotional. Write down all your questions before calling the adjuster and make sure you are clear about the direction of the claim.
- Be nice during communication with the adjuster. Don’t automatically assume the adjuster is coming into the situation with a “no-pay” position. The friendlier you are with the adjuster, the more motivated they will be to work on your claim.
- Don’t be afraid to call and check in. As the saying goes, “the squeaky wheel gets the grease.”
The majority of adjusters want to help at claim time. However, that doesn’t mean there are not industry exceptions.
If you have followed all of the above tips and continue to experience problems, please do not hesitate to reach out to your agent or a claims supervisor.
Angela Wheeler is a claims consultant at RJF. She can be reached at 763-746-8266 or wheelera@rjfagencies.com.





