Listening and Showing Compassion Sets a Positive Tone During a Claim


As we approach Valentine’s Day, one of the most emotional days of the year, we can’t help but notice how big a role emotions play in the day-to-day activities of an insurance adjuster.

Adjusters work in scenarios where emotions are high, and customer’s reactions to unfortunate events will vary and will be unpredictable. Grief is a natural response to loss, and it has a substantial impact on a person’s attitude and demeanor. Emotions can include outbursts, anger, mood swings, shame, sadness, or depression, and these could be directed at the people who are trying to help. What can always remain constant, however, is the compassion from the insurance adjuster. The adjuster sets the tone for how to proceed, and listening to the client and showing empathy will reassure the policyholder that they are being taken care of and are going to be guided through this difficult process. 

According to National Underwriter Property & Casualty, seventy-five percent of people who leave an insurance company after a claim leave because of the way they were treated during the claims process. In stressful situations, problems are magnified because of miscommunication. This is why listening for accuracy and showing compassion to the policyholder makes them feel confident that they are working with the right people and are not being rushed through to expedite the claim. 

During the emotional roller coaster when things are going wrong, taking the time to understand the policyholder’s fears and worries will make a difference during a time when they may feel helpless and overwhelmed. It is up to the adjuster to do their best to help
make life as tolerable as possible while the claims process is underway.

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