A difficult but inevitable part of the claims handling process for insurance adjusters is dealing with conflict.
Conflict in claims handling can arise for many reasons, including lack of communication about the status or handling of the claim, disagreements over the value of damaged property, and even the length of time it takes to evaluate and settle a claim.
Adjusters who remain patient and proactive regarding all aspects of the claim will be better able to foster positive relationships with policyholders, claimants, vendors, and other stakeholders.
Below are some key strategies for mastering conflict resolution in adjuster/claimant relationships, enabling adjusters to navigate challenging situations with finesse and professionalism.
Emotional Positioning and Attitude
A preemptive step adjusters can take to reduce potential conflicts that may occur during the handling of a claim is recognizing personal bias. Negative experiences or prejudices from previous encounters can cloud our judgment of a situation.
Adjusters should approach each new claim with an open mind. Doing so offers adjusters the ability to assess each claim objectively—separating the individual from the situation—thereby promoting a resolution that is unbiased and transparent, eventually leading to improved outcomes.
Fear of Accountability
Adjuster/claimant relationships are based on business transactions and agreements, requiring a professional approach.
During situations of conflict, however, it is common to look for ways to shift blame when issues arise that deviate from expectations. Inserting blame creates or exacerbates the very discord adjusters need to avoid.
The tendency to place blame should be discouraged since it only serves to worsen conflicts. Rather than wasting time searching for scapegoats, the focus should be on preserving resources.
The challenge for adjusters is learning when to use third-party partners to foster better outcomes. Relying on experienced third-party providers to manage claims can alleviate tensions and facilitate smoother communication, especially when managing an onslaught of catastrophe claims or when handling complex situations.
Maintain a Big Picture View
Enlisting a broad perspective is crucial and allows adjusters the ability to comprehend the bigger picture of any claim situation. By adopting a routine of documenting facts and assessing the true needs of the claim, adjusters can remain professional without emotionally reacting to claim circumstances, avoiding time delays and additional conflicts that may arise.
While never easy, moving from a reactive state to a proactive one, where kind composure is utilized rather than anger or abruptness, will result in a competent and objective demeanor, offering adjusters the ability to approach conflicts more professionally—not to mention the added benefit of positive customer feedback.
Step Back and Assess
Just like the above point, adjusters need to broaden their perspective to fully understand the foundational elements of any conflict to ensure efficient resolution.
For example, perhaps the conflict on a particular claim is the result of a lack of communication during the handling of the claim. This could be the result of a claim being reassigned multiple times due to an adjuster having to be out for an unexpected period with no back up—or the result of an adjuster being assigned too many files.
Another example relates to the process an adjuster must go through to complete her evaluation. If these steps aren’t explained to the parties in a claim, confusion and conflict may follow.
By taking a step back, adjusters can assess potential areas of conflict with the goal of resolving them before they escalate. Calm composure will put the claim back on track.
Listen, Focus, Repeat
When in doubt, adjusters should remember to do the following:
• Listen to the insured or claimant. During discussions, it is important to be supportive and respectful, creating a safe space for all parties involved. Let the insured know of your responsibilities as the claims adjuster. Quell any misconceptions or extreme expectations by the insured from the start.
• The key to successful claims adjusting is to understand the main need of any request and weed out the details that could take the claim off track. Understand your responsibility as an adjuster to address key terms within the policy and act accordingly.
• Focus on the facts. Refer to the policy agreement. Consider past similar situations and how they were resolved and handled to find the best resolution.
• Seek guidance from seasoned coworkers, management, and/or third-party experts when necessary.
• The key to great customer service and conflict resolution is to remain professional and deliver the help needed within your capacity as a claim adjuster.
By adopting a strategic and practical approach, examining emotional positioning, and maintaining a big picture view, adjusters can navigate conflicts with professionalism and ease. Elevated thinking, choosing battles wisely, recognizing common claim situations, and identifying remedies are key strategies for achieving successful conflict resolution. By implementing these strategies, adjusters should feel confident in their ability to manage a claim, ultimately leading to improved outcomes and customer retention.