Claims Adjusters have one of the most interesting and demanding jobs in the insurance industry. In "Interview," you get to tell us your story.
What prompted you to become an insurance adjuster?
I have always enjoyed detective stories— figuring out the plots, etc. [My job] seemed the closest I could get and it has not disappointed me at all.
What type of adjuster are you?
I began as an inside property adjuster. About eight years ago, I switched to the Subrogation Unit and became the supervisor of the unit about five years ago.
How long have you been in the business?
I began my adjusting career in 1984.
How do you deal with the stress of the job?
I have learned not to take the job personally and when I walk out the door at the end of the day, I leave the job there. It does not go home with me.
What type of training do you feel would help you perform more efficiently?
I would like more direction in analyzing the viability of collecting Subrogation on a case. Sometimes it is hard to let go when there are no further options open and it is clear that the tort-feasor is at fault.
Can you provide an example of a big change in your job and how you handled it?
As I live and work in Florida, the 2004 and 2005 hurricane seasons were an experience that truly challenged every adjuster to the max. Although I was in Subrogation at that time, we were all pulled in to do adjusting—taking phone calls, etc. In 2004, there were four major hurricanes within 6 weeks, which was unprecedented. The phone calls were constant and we were working 10 to 12-hour days, 6 days a week. This is what being an adjuster is all about—listening to the customer, calming them down, giving them information on what they need to do until the adjuster can get to them. This went on and on for months. Somehow I remained calm during it all and only had to hang up on two people out of the hundreds of phone calls I had taken. Then, it was discovered that in all of the confusion, we had issued payments on policies that were Ex-Wind and also made some overpayments. These files were turned over to the subrogation department and the collections began.
Describe what you would like your company to provide you (technology, training, workload, etc.) in order to do your job in a more effective manner.
We have too many systems to go in and out of to work a claim. If we had one system that would handle all of our needs, it would be fantastic.
Do you see your company using more decision making technology to handle claims with fewer people?
Yes, on a very small scale, such as automatic claims assigning in a rotation order.
How has the nature of your work changed in the last 5-10 years and how do you foresee it changing in the future?
The biggest change has been in collections on Ex-Wind and overpayments on hurricane claims. During the ‘04 and ‘05 season, we had quite a challenge on our hands, but it was also very rewarding. When insureds were contacted after having received duplicate payments, they sent us one of the payments back, no questions asked. This involved some sizable sums in the $14,000 to $32,000 range, which led me to believe they knew they weren’t entitled to the money but if they didn’t get caught by the insurance company they would keep it. After all, we’ve collected their premiums for years and they never had a previous claim. Another person, who also knew she was not entitled to a duplicate payment, paid her back taxes so she wouldn’t lose her home and then paid off her mortgage. The money has since been returned following several years of recovery work. One gentleman was due about $5,400 and paid $54,000. When I asked him what he could possibly do with all that extra money, he told me he had invested it. So I told him he better uninvest it immediately and return it. Then, he actually asked if he could make payments! This money, too, has been recovered.
Where do you see the future pool of new adjusters coming from?
We have a graduate program with the University of Florida where interested students come to the company for an overview of our different departments and what they do. They can then decide if they want a job with us and in what department. Once part of the program, they are then given indepth training.
Do you work on Friday afternoon? What is your typical routine?
Let’s just say that I am in the office and generally at my desk on Friday afternoons. Claims work can be very intense and sometimes there is a need for a little slack time. This is done discreetly!
What is your favorite or funniest claims story?
I guess my favorite claims story is the one mentioned above about the insured who had his payment paid 10 times over and invested the overage. A successful recovery is so sweet!
- Carol M., Subrogation Supervisor
