The Role of the Loss Adjuster

by DIRK KOELEMAN, Baker & Company

We handle several hundred requests to help define claims for loss and/or damage and to assist the people confronted herewith every month of the year. In that context we have become very experienced over these last 40 years in understanding some of the core issues involved. Every customer is different, and we find that many have other complaints which led to the making of the claim and certainly to the amount of the claim.

Firstly, as these are invariably movements from one culture to another, we see some very off-balance folks who are, sometimes subconsciously, very unhappy in their new environments.  Just too many automatic actions which, all of a sudden, need to be adjusted. This is especially the case with the trailing spouse and the kids.

Secondly, we see that these folks are forced to find their way through the maze of the new location, from the best supermarket to affordable sports clubs.

Thirdly, the employee is working very hard to integrate into the new office and often times, away on get-to-know business trips. Both these mean less time at home with the ensuing additional strain on the partner.

Fourthly, and this really applies more to people immigrating to other countries, the sudden realization that the new location is not what was expected; also leads to confusion, stress and, ultimately, to anger.

Not surprising that many see the insurers as an easy target to offlay some of their frustrations.  Being aware of the above we have always tried to take a compassionate attitude when we interrelate with these expats.  We feel that to address this, we need to be very careful whom we send to the residences to view and record the damages reported.

The inspection is much more than just viewing the claimed items, much more than finding suitable craftsmen to restore them; the visit is an opportunity to listen and lessen the burden these people feel, and in so doing, allow for more realistic settlements agreements.

A good claims adjuster pays off in lower claims, and we like to think, in less reprimands from customer and account alike.