Recently, I was speaking with a field adjuster who was bemoaning the fact that he was dealing with several claims that had a wind exclusion endorsement written into the policy. It seems a large percentage of the homes he inspected had homeowners who claimed to be unaware their losses were not covered. He asked how do you approach the subject gracefully? Responses have, thus far, been catapulting across an emotional gamut.
First of all, the most important factor to consider is whether or not you, as an independent adjuster, have been cleared by the carrier to deny coverage. While it’s possible there may be certain carriers who would do so, my experience has been most carriers prefer to handle denials from within their corporate walls. An IA is there to simply document any and all event-related damages. If you know there is no coverage, or if an insured asks about it, my advice is to just let them know you are there to help get their claim resolved as quickly as possible and, once you turn in your completed report to their carrier, THEY will be in touch with their coverage decision.
Secondly, there are also other circumstances that may be in play. Homeowners who have a wind exclusion endorsement on one policy may very well have a separate wind policy. It could be that they merely filed a claim on the wrong policy. Another possibility is that in order to file on a supplemental policy, they need a denial letter from the primary carrier.
Keep in mind that, whether working daily claims or handling a catastrophic event, our chosen profession is to interact with people who (more times than not) are dealing with excessive loss and emotional upheaval. When you show up to inspect that loss, make sure that, along with all your other tools, you bring – each and every time – your empathy. Adjusters who have either never learned or who over the years have lost this trait, are viewed by homeowners as cold, emotionless robots who have no genuine concern for their loss. If that’s the case, then in my opinion, you’ve lost your true effectiveness as an independent adjuster.
It’s easy for us all to become callous when we deal with tragedy on a regular basis, but somehow we need to daily rediscover the zeal of helping others. Approach adjusting with The Golden Rule in mind: Do unto others as you would have others do unto you. In other words, be the kind of adjuster you would want to show up on your own doorstep. If it helps put it in perspective better, be the kind of IA you would want assisting your own mother or grandmother. Be empathetic, caring, friendly and knowledgeable. Know the limitations set by the carrier you are representing. And, above all else, treat every claim like it’s the most important job on your task list for the day……because it is!