How To Succeed: 3 Key Strategies for New Claims Managers

Gallup research shows that a manager determines 70% of the variance in team engagement. In insurance specifically, that means new or aspiring claims managers often make a considerable impact on adjusters’ day-to-day and the overall claims process.

Whether you were recently promoted or have your sights set on the role, we hope to help flatten the learning curve by giving you a list of three strategies you can use to be an effective claims manager from Day One.

A promotion to claims manager is an exciting career advancement that requires ensuring you are providing the tools your adjusters need.

#1: Empower Your Adjusters

If you are coming from previously being an adjuster yourself, you may be used to being in the thick of things. However, it’s important to shift from this mindset and trust your adjusters to excel in their roles. Stepping back from micromanaging fosters that trust.

Ultimately you want your team focused on achieving common company goals, and not just pleasing you as a boss. Another Gallup piece suggests posing the question: “Is the team customer-obsessed or boss-obsessed?” If the answer is “boss-obsessed,” it may be a sign that you are micromanaging.

Instead, empower your adjusters in their roles by setting up your claims department with clear directions on policies and procedures while being available to answer any adjuster questions. Transparency is key; make sure adjusters understand how their performance is being evaluated, so they feel confident and motivated in their work.

#2: Encourage Feedback

Make sure feedback is a two-way street between you and your adjusters. Not only does asking for feedback show humility, but the insights your adjusters have may prove invaluable for improving your team’s overall claims procedures. Since they handle claims daily, your adjusters are primed to notice inefficiencies or roadblocks in the process. They also speak directly with policyholders and may be better attuned to insureds’ pain points and needs that carriers can improve on.

Touching base with your adjusters regularly, particularly as you adapt to your new role, can help you promote open communication and supply you with information on where process improvements may be needed.

But make sure your requests for feedback aren’t ambiguous. Forbes suggests that vague requests from managers for feedback can make team members worried about potential backlash, feel pressured, or be uncertain if the inquiry comes from a genuine place of wanting to improve. Try to make your ask more specific, such as “Have I been helpful in resolving any challenges you’ve faced? Is there anything I could do differently to assist you better?” You can also use open discussion to assess where your adjusters feel like they can grow and where they need additional training. Asking these types of questions demonstrates that you are not only interested in improving the claims process but also in helping your team members grow in their careers.

#3: Equip Adjusters With Tools for Accurate and Timely Claim Resolutions

As adjusters in the property loss space, your team is constantly tackling claims with complex equipment – from HVAC systems to electrically powered items. They likely also handle claims involving structural failure and losses due to fire. They may feel out of their depth and need some tools that can help.

Instead of brushing off these valid concerns, new claims managers should not only equip their adjusters with an extensive property loss resource library they can reference and relevant CE credit courses but also set them up with an experienced assessment partner. With the help of objective, third-party onsite assessments that identify the cause and scope of loss for a wide range of property loss claims and perils in a timely manner, your adjusters can feel more confident in their claims decisions and improve accuracy – both in terms of correctly settling claims and reducing overall carrier claims leakage. Make sure you clearly outline any approval process you may have for bringing in these outside experts so that your adjusters know how to go about getting the help they need.

Expert onsite assessments can provide your adjusters with the insights they need to tackle their caseloads.

In some cases, having an assessment partner can even help your team and carrier beyond a claims resolution. Months or years down the line your adjusters may find they need complex concepts from a previously resolved claim explained to understand and contextualize new developments. The right assessment partner will be more than happy to supply expert post-claim support.

The right third-party vendors can also help you execute the first two new claims manager strategies so that you can experience early and sustained success. With a solid process and a trusted partner in place, you can empower your adjusters with expert insights. Plus, understanding your adjuster’s pain points, such as delays in claim resolution, will help you find a partner who can provide answers quickly and accurately.

Alpine Intel’s brands, including HVACi, StrikeCheck, National Fire Experts, Donan Engineering, Component Testing Laboratories, and VRC Investigations check all these boxes for your adjusters. Learn more about how Alpine Intel can support your team of adjusters with conclusive reports and actionable insights or have them submit an assignment here.

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.