How Managers Can Strengthen Adjuster Support and Boost Retention

A report by PropertyCasualty360 points to upcoming personnel changes to the insurance industry, as about 50% of the workforce is expected to qualify for retirement by 2028. To ensure a continued smooth claims process and policyholder satisfaction, carriers must attract and retain new talent. As new faces join the team, it’s essential to provide adjusters with the support they need to achieve timely and accurate claims resolutions while avoiding burnout that may lead to high turnover. Consider these three questions to confirm you, as a claims manager, are giving them the right resources. Doing so could also maintain a good policyholder experience and minimize mistakes. 

Do They Know Which Vendors They Can Turn To?  

A clear understanding of which vendor provides specific services can save valuable time during the claims process. As a manager, you may need to recommend an appropriate vendor from a carrier-approved list, or confirm the need for multiple experts. For example, a commercial roof with damage around large HVAC equipment may require assessments by both a structural engineer and an HVAC expert to reach an accurate cause of loss and address the issue. 

With every claim involving unique variables, two factors remain essential: speed and accuracy. Building a list of vetted experts who can deliver objective results quickly will enhance your adjusters’ confidence and efficiency in resolving claims. Additionally, it’s important to prioritize using vendors who are prepared to handle potential litigation. Knowing an expert has solid credentials and can provide reliable testimony bolsters adjusters’ ability to make well-supported settlement decisions, and having vetted experts’ assessments behind a claim decision can increase adjuster confidence when communicating with policyholders. 

Can They Provide Excellent Customer Service?  

Dealing with policyholders can be daunting, especially when a claim isn’t progressing as smoothly as they’d like. For new adjusters, this aspect of the job can be unpleasant if they haven’t received proper training. Dissatisfied policyholders often escalate complaints to management, creating a situation that isn’t ideal for the adjuster, the policyholder, or you as the claims manager.  

You can mitigate this by setting clear expectations for communication with policyholders. Adjusters should maintain open and personalized communication, ensuring insured parties are always informed about the status of their claim, when they can expect an expert to be onsite, and when a resolution has been reached. Additionally, reassure your team that concerns escalated by frustrated policyholders will be handled fairly. Make it clear that you’ll listen to both sides and strive to make an impartial decision. This approach fosters a smoother process and builds trust with both employees and policyholders. 

To sustain a team of capable and confident adjusters, it’s essential to look beyond immediate challenges and focus on their long-term professional growth. 

Are They Getting the Ongoing Education They Need? 

Professional development is often a benefit but also a requirement for adjusters, and identifying opportunities for growth can feel overwhelming. Effective claims management includes gestures as simple as forwarding an email about a relevant resource or training opportunity to help foster open lines of communication and remind adjusters they’re not navigating their professional development alone.  

Managers should use their position and experience to share opportunities for professional development, including webinars and conferences that could benefit adjusters on their team.

While it’s ultimately each adjuster’s responsibility to maintain their licensure, managers are often in a position to receive information about CE opportunities or upcoming industry conferences. Passing along these details can ensure adjusters stay informed and up to date. Additionally, curating and sharing a list of resources – such as valuable property loss resources or platforms featuring industry news and trends – can be an effective way to introduce less-experienced adjusters to tools and opportunities they might otherwise miss.  

Beyond CE-eligible courses, you can arrange regular meetings or events like Lunch and Learns for brief but invaluable training. If it’s difficult to get your team together at the same time, you can also scout out insurance-focused podcasts so that adjusters can learn while they drive between locations. These simple actions not only support professional growth but also strengthen your team’s overall performance and engagement. 

Whether they are brand new or have been on the job for decades, your adjusters aren’t alone – and you’re not, either! Alpine Intel’s suite of services can help you and your team with a variety of complex property, auto, liability, and workers’ comp questions. Adjusters can submit an assignment and experience high-quality solutions from our expert teams. 

Alpine Intel’s content is meant to inform and educate readers using general terms and descriptions. They do not replace expert evaluations that determine facts and details related to each unique claim.