The Stressful Reality Of Being An Insurance Adjuster

Being an insurance adjuster can be a stressful job. Adjusters often face very high workloads, resulting in longer working hours and a higher chance of burnout. The job often involves dealing with people who have suffered losses, which can be emotionally challenging and attract anger when payouts are lower than expected. Adjusters also have to manage large caseloads and the lengthy process of completing insurance claims. However, the job offers good pay, job security, and the opportunity to help people during difficult times.

High workload and long hours

Being an insurance adjuster can be a stressful job due to the high workload and long hours that come with it. The workload is especially high during busy seasons like winter and summer, when adjusters may have 200-300 cases on their desk, each requiring equal responsibility and attention. This heavy workload often results in longer-than-average daily work hours, which can lead to burnout, a form of exhaustion that significantly reduces productivity.

The nature of the work can also be emotionally challenging, as adjusters are dealing with people who have suffered losses, and they often encounter anger and animosity from those who are dissatisfied with their payouts. Adjusters are also responsible for investigating claims, resolving conflicts, and balancing the interests of their employers with providing good customer service. All of these factors contribute to a high-stress work environment.

Additionally, the work of an insurance adjuster often involves erratic schedules and the expectation to handle a large number of cases with limited resources. This can lead to a poor work-life balance, as adjusters may spend an excessive number of hours on work each week, impacting their income and overall job satisfaction.

However, it is important to note that with dedication and a positive attitude, it is possible to manage the workload and succeed in this career. Developing time management skills, organization, and prioritization techniques can help adjusters stay on top of their work and reduce stress levels.

Dealing with angry customers

Acknowledge their distress:

The first step in de-escalating a customer's anger is to acknowledge their feelings. A simple statement like, "I can see you're upset, and I'm sorry," can go a long way in showing that you recognise their distress and are willing to help.

Shift your mindset:

It's important not to take the customer's anger personally. Remind yourself that their frustration is directed at the situation or the product, not at you. Shift your focus from finding blame to finding a solution. A phrase like, "Let's see how I can help," can signal this mindset change.

Introduce yourself:

Telling the customer your name and asking for theirs can help place the interaction on a more personal level. Using their name throughout the conversation makes it clear that you care about them as an individual.

Learn about the person you are talking to:

Try to gather information about the customer, such as their level of knowledge, age, or background. This will help you tailor your response and create a more friendly and effective interaction.

Practice active listening:

Pay close attention to what the customer is saying and try to interpret their body language. Repeat their concerns back to them to ensure you have a clear understanding of the problem. This shows that you are truly listening and helps to build trust.

Sympathise, empathise, and apologise:

Show that you understand why they are upset and try to put yourself in their shoes. Verbalise your sympathy and offer a sincere apology. For example, "I'm so sorry our landscapers mowed over your daughter's wildflower seedlings. I understand how upsetting that must be."

Offer a solution:

After acknowledging their distress and showing empathy, it's important to provide a solution. Work with the customer to find a resolution that meets their needs. Be open to discussing the issue further and making adjustments if needed.

Thank the customer:

Express your gratitude for them bringing up their concerns and providing feedback. This helps to end the interaction on a positive note and reinforces your commitment to providing excellent service.

Maintain a calm tone of voice:

Keep your tone of voice calm and professional, even if the customer is raising their voice. This can help to de-escalate the situation and show that you are taking their concerns seriously.

Don't take it personally:

Remember that the customer's anger is not about you. They are upset about the product or service, and you are there to support them in resolving their issues. Taking complaints personally can affect your well-being and make it harder to effectively handle the situation.

Build and maintain trust:

Be honest and transparent with the customer. Show them that you care and that you understand the problem. Provide background information and be willing to take responsibility for any mistakes. This will help to rebuild trust and strengthen your relationship with the customer.

Use positive language:

Avoid negative language, which can fuel the customer's anger. Instead, use positive words such as "absolutely" and "definitely" to instil confidence and help turn a negative situation into a positive one.

Resolve the issue:

Work towards resolving the customer's issue as quickly as possible. If a solution cannot be found immediately, set clear expectations and provide a timeline for when they can expect a resolution. Collaborate with your team to find the best solution and keep the customer updated.

Share knowledge with your team:

Use the experience of dealing with angry customers as an opportunity to learn and improve. Share feedback and insights with your team to identify operational changes that can enhance the customer experience and prevent similar issues in the future.

Emotionally challenging situations

Being a claims adjuster can be emotionally challenging due to the nature of the work. Dealing with people who have suffered losses can be difficult, and adjusters often have to manage expectations when people expect large payouts but are offered less. Adjusters also have to navigate emotionally charged situations, such as house fires or fatalities, which can be very tragic and personal. These situations can evoke strong emotions and lead to anger and animosity directed at the adjuster.

The job comes with a heavy workload and a lot of administrative tasks, which can contribute to stress and burnout. The work hours can be erratic and unpredictable, affecting the work-life balance of adjusters. They may also have to deal with safety concerns when visiting people's homes or dealing with certain claimants.

However, despite the challenges, being a claims adjuster can also be rewarding. Adjusters have the opportunity to help people recover from devastating situations and make a positive impact during challenging times. They play a crucial role in providing guidance, resolving conflicts, and offering much-needed support to claimants.

Poor work-life balance

Being an insurance adjuster can be a stressful job, and one of the main reasons for this is the poor work-life balance that many adjusters experience. This is often due to high workloads, which can lead to long work hours and a higher risk of burnout.

Adjusters often carry a heavy caseload, which can result in them working long hours, including evenings and weekends, to manage their workload. This can leave little time for a social life or self-care, which is essential for maintaining physical and mental wellbeing. The pressure to be constantly available for client inquiries, claims, and emergencies can blur the boundaries between work and personal life, making it challenging for adjusters to disconnect and recharge.

The reliance on commissions or the number of claims processed for income can also create stress and disrupt work-life balance. The pressure to close deals, retain clients, and meet targets can lead to working excessive hours and prioritising work over personal life. Additionally, the need to stay abreast of frequent regulatory changes and ensure compliance can be time-consuming and extend beyond typical business hours.

To improve work-life balance, insurance adjusters can set strict work hours, automate tasks, prioritise and delegate tasks, and make use of risk management and customer relationship management (CRM) technology to streamline and automate administrative tasks. It is also important for adjusters to set aside time for their social life and self-care, as well as to regularly evaluate their work-life balance and make any necessary adjustments.

Safety concerns

Safety is a concern for insurance adjusters, who often face the anger and animosity of people who are dealing with the stress of personal loss or damage and are unhappy with their insurance payouts. Adjusters are often tasked with delivering bad news, and people in crisis situations can be unpredictable. Adjusters may also be called to dangerous or emotionally challenging situations, such as house fires or fatalities.

In addition to these physical safety risks, the high stress and long hours of the job can also take a toll on adjusters' mental health. Burnout is a common issue, with adjusters often carrying a heavy caseload and working erratic schedules with little time for self-care or a personal life.

To mitigate these safety concerns, insurance companies should implement measures to improve work-life balance for their adjusters and provide adequate training and support to handle challenging situations. This could include offering mental health resources, flexible schedules, and self-care strategies to help adjusters manage their stress and avoid burnout. Additionally, providing adjusters with the necessary protective gear and safety training for physical risks can also enhance their overall safety.

Frequently asked questions