if the adjuster has no news or cannot answer an insured’s question, picking up the
call is still better than ignoring it.
Missed phone calls should always be
returned the same day, no matter how
good or bad the news. In today’s world,
if it’s too late to call, texting and e-mail
work just as well. Storm victims with any
reasonably-sized claim like to hear from
For most people, a CAT claim is an
unforgettable life moment. Today’s poli-
cyholders expect instant gratification.
High levels of customer service are “sold”
to them by insurance carriers and agents
promising professional claims handling
and timely payments. It is up to the CAT
adjusters do all they can to live up to the
promises of the insurance company —
who, in reality, is their ultimate “client.”
A good first impression, continued
communication, and a reasonable settle-
ment with a clear and concise explana-
tion of any damages not covered will,
in most cases, ensure a satisfied home-
owner. Happy homeowners stay with
their insurance carrier (whether or not
a claim is paid), and retention rates re-
main in place.
What does it take to be a greatcatastropheadjuster? It can be summed up in three words: compassion,
ability and training, or CAT for short.
Great CAT adjusters have compassion,
which transcends simply caring about
the victims of a catastrophe, and they are
willing to walk in the moccasins of their
claimants. How do they do this? By demonstrating empathy for their policyholders, taking the time to get to know them
and setting the tone for the entire process.
Empathy and respect don’t stop at the
initial inspection, they must be carried
through the life of the claim.
The old adage, “try to make a good
Communication is key
first impression,” is never more impor-
tant than in the claims process. These
first minutes may be spent walking the
site with the policyholder, taking a mo-
ment to check out (again) the size of the
hailstone they kept in their freezer, lis-
tening to a flood victim tell you (again)
that it never floods on her street, or
just discussing the loss and explaining
to the homeowner how the claims pro-
cess works one more time. All of these
scenarios may be just another day on
the job for a CAT adjuster, but they are
something entirely different in the world
of the insured.
Great CAT adjusters recognize the value
of clear communication. They answer
phone calls instead of letting them go
to voicemail. Studies show that if claims
professionals answer calls (no matter how
busy they may be at the time), this saves
them from having to listen to a message
and then calling the person back. Even
What Makes a
Great CAT Adjuster?
By John Postava