Here are a few things to take note of in regards to property claim adjusting for first timers:

1) Become a "Yes" person – Most of the managers and field technical reps have been doing this for a long time. Don't try to re-invent the wheel. When you go to a class, seminar or staging session, listen and take notes. Complete projects/claims as directed. For example, even if you have measured roofs for 25 years for a roofing company – measure and diagram the roof (or claim) as directed in classes or training sessions. Insurance companies have certain processes and we as adjusters should "adjust" to their way of thinking or conducting business. Also, completing claims and projects as directed shows your managers that you are a "team player" and will increase your chances to work longer.

2) Try to work "Clean Up" – Once you get your feet under you, ask your manager to consider you for "clean up" or maintenance work. These are claims that have to be re-evaluated or sometimes where recoverable depreciation will be paid on (depending on which company you are working for at the time). You can learn a lot by looking at someone else’s work.

3) Be persistent and don't give up! – To be honest, my first deployment was a nightmare starting out. I was an experienced construction professional and had years of construction and roofing experience...however, I was not prepared for the overwhelming experience I was to encounter. I was ready to jump off my hotel roof and end it all. Fortunately for me, I had a wonderful manager that kept telling me to hold on..."just get thru the first four weeks". It was magic! Just about to the day everything started to click and fall into place.

4) Organization – Be organized. Get the office supplies you need to do the job right. I kept a small suitcase just for my office supplies. And keep a small inventory of print cartridges handy, especially for those late night work sessions.

5) Eliminate the obvious – Most likely you will get one (probably more) of those insureds that will hound you unmercifully until you take care of them. If possible, make an appointment with this individual and get that claim settled or closed as soon as possible. It will save you a lot of headaches.

6) Damage Control! – Develop your communication skills when handling claims where the insured is very upset or irate. This can be a huge plus on your side. Remember, the insured has been through a traumatic event and it's your job to help them through this event as a representative of the insurance company you represent. Don't promise or give misleading information, but be calm, attentive and understanding. Let them "get the steam out" and then guide them through the process settling their claim.

7) First things first – When you get your first claims, call the insured! Let them know you are in town or in transition. Don't set up any appointments. Take a map or software like Microsoft Streets and Maps and plot out where your claims are located. Section them off into groups according to location and start calling and setting up appointments according to location giving attention to driving time and severity of the damage. When setting up appointments, give the insured the information they need and direct them to collect information, pictures and start the claim process on their end. This can help the timeline tremendously and speed up the claim process. Why not have the time used wisely while the insured is waiting on you to come for their appointment.

8) Think ahead – While setting up appointments, remember to keep a standby list handy. If you have an insured that has a flexible schedule or stays at home, ask them if you can put them on a standby list. If you are out doing claims and find that you have an extra 2 hours before your next appointment, call someone close by on your standby list and ask if you could come by to scope their loss. Remember...make sure you qualify the severity of the loss before putting someone on your standby list...you want a claim that you can handle quickly so you can meet your next appointment.


Timothy S. Haney
http://termac-construction.com