Why Effective Communication is Vital to Insurance Adjusting

Posted on September 02, 2015


As an adjuster, you see people who have gone through terrible losses and are scared. They’re vulnerable and you are responsible for finding an effective and caring way to communicate with them.

In insurance adjusting, you are the face of the insurance company and you need to process the claim in a way that shows the claimant that you are sorry for their loss. Here are three ways you, as an adjuster, can foster clear and empathetic communication:

Listen Attentively

Communication in insurance adjusting begins with understanding the claimant’s loss and feelings, which requires listening. Listening attentively is good general advice for most professions, but it’s an especially important communication skill for insurance adjusters. There are three concrete ways adjusters can listen attentively:

  • Not multi-tasking when discussing a claim
  • Looking at the claimant when conversing with them
  • Generally slowing down

Remain Professional

Claimants may become emotional during an appointment. No matter how they conduct themselves during a meeting, you are responsible for remaining professional at all times. Always show them respect, and avoid arguing at all costs. Any incorrect statements a claimant makes can be addressed at a later time, once their emotions are less volatile. Depending on the nature of the statements, they may be discussed over the phone, via email, or through another person or in a report, all of which are less direct than an in-person confrontation.

Ask Questions

Although your task is to process the claim, and you might have a lot of claims to get through if you’re a catastrophic insurance adjuster, remember that you’re also representing the insurance company. Taking a brief moment to ask the claimant questions that pertain to their claim is a necessary part of the claim process. The manner in which those questions are asked shows them that you are not only doing your job, but also care about the situation. Take your time. Be polite. Make sure your questions are understood. Although you may have dozens of claims to process, train your focus on each claimant as if only his or her answers matter at that moment in time.

The next time you go to meet a claimant, remember to listen attentively, remain professional, and ask polite, unhurried questions. These acts will mean a lot to the client.

Contact us at Pilot Catastrophe Services for more information about our firm.