You want to be a claims adjuster or are currently wondering if the career you selected is a great one. In all occupations, not only in the insurance industry but in all industries, if you understand what the high performers are, you should want to know what separates a high-performing claims adjuster from the rest. The job is challenging as they deal with complex information and distressed clients. The best adjusters cultivate a mix of technical and interpersonal skills (soft skills) to achieve outstanding outcomes. ClaimsJobs.com surveyed over 50 claims adjusters, and these are the top 10 key traits that top claims adjusters tend to have:
1. Attention to Detail:
2. Strong Communication Skills:
3. Analytical Thinking:
A high-performing adjuster has sharp analytical and critical thinking skills without fail. They can review reports, compare evidence, and effectively close the claim. Many claims are straightforward, but as you grow your career and deal with complex claims (D&O, PL, Large Loss Property, Death, etc.), analytical skills are a premium.
4. Objectivity and Integrity:
The best adjusters take pride in being fair and objective. They evaluate claims based on facts, evidence, and the policy terms – not personal biases or external pressureae21.com. Top adjusters are honest and ethical, treating all parties fairly and equitably.
5. Empathy and Customer Service:
A great adjuster puts themselves in the claimant’s shoes and shows genuine compassion. Empathy helps calm upset clients and demonstrates that you genuinely care about helping them. Many people who have paid their insurance premiums for years suddenly have a claim, and the adjuster is the beacon light for the insurance company. High performers understand that their actions go a long way in shaping how the claimant views the insurance company.
6. Negotiation Skills:
Top adjusters know how to find a win-win resolution that is fair for the claimant yet within the insurer’s guidelines. This is the secret sauce to the adjuster. They do know that they cannot make everyone 100% happy due to policy limits, but high performers have a way of conveying this to the claimant.
7. Technical Knowledge:
Mastery of insurance policy language, coverage details, and relevant laws is a defining trait of high performers. A great adjuster thoroughly understands the technical aspects of insurance, including how different coverages are applied and how to ensure the legal side of the claim is well thought out and supported by evidence.
8.Adaptability:
The insurance world is constantly evolving – with new technologies, emerging types of claims (such as cyber losses), and updated regulations. If you are willing to learn new software tools, adopt new processes, and adjust to shifts in claim volume (such as a sudden influx of catastrophe claims), you are a top performer. This also includes being resourceful and staying calm when a claim situation throws a curveball (which will happen a lot as you get into more complex situations). Flexibility and a positive attitude are paramount.
9. Time Management & Organization:
Claims adjusting can be a fast-paced job with a high volume of files. Top performers are excellent at managing their time and staying organized. They prioritize tasks, maintain detailed records, and keep well-organized files, enabling them to stay ahead of their claims load with minimal surprises. Thankfully, today, technology is helping adjusters with this and even using AI elements to give adjusters a new superpower that frees up more time to work more efficiently with the claimant.
10. Resilience and Stress Management:
Finally, leading adjusters are resilient. Claims adjusting can be, but adjusters must maintain professionalism and composure even in difficult conversations. Patience and a thick skin help them navigate conflict or high emotions without burning out. They prioritize their physical and mental well-being to sustain a long, successful career in claims.
