The Incredible Shrinking Insurance Adjuster

Over the last several years, we have seen a marked difference in the way many carriers are handling claims. The “boots-on-the-ground” field adjuster may soon be registered on the nation’s Endangered Species list. As technology improves exponentially, we’re seeing less of a need for in-person, face-to-face meetings between the insured and the field adjuster. From apps that the insured uses to a “one phone call does it all” scenario, claims are being adjusted by the desk remotely, and the percentage of this type of claim is increasing with each passing year. Does that mean the licensed, experienced field adjuster needs to consider a career change? Not necessarily, but it does stress the importance of the adjuster expanding his or her capabilities beyond the measuring tape and proficiency in Xactimate. While I personally believe that there will still be a need for the field adjuster in the near future, I think the opportunities will be based on smaller criteria than we see today.

So, is there a way to fight shrinking adjuster syndrome? Unfortunately, fighting it is similar to the 19^th century blacksmith wanting to fight against the oncoming automobile. The very first patent for a gasoline powered engine was applied for by Carl Benz on January 29, 1886. No doubt, there were tons of problems with the first few models of the newfangled horseless carriage, but there was just no stopping progress. Instead of angrily shouting the need for exclusivity of the simple horseshoe, a smart blacksmith would have learned how to hammer out a fabulous fender.

Like those early gas guzzlers, the ever-evolving progress of claim scoping technology is not going to slow down, nor will it fade away. The moral of the story is this: Adjuster, know thine enemy. Learn to be a part of the new solution. I see three main areas where an adjuster can apply a little extra know-how and help support their role in the insurance industry.

PHONE IT

More carriers are opting for just basic information supplied by the insured over the telephone. As claims are called in, the FNOL team will triage the claim. If it appears to be a simple loss that is likely below a pre-defined RCV amount, they will take the information and assign it to an in-house desk adjuster. Sometimes, they will do a walk-through with the insured by utilizing a video conference. No one ever has to set foot inside the insured’s door and, typically, the claim is written and closed at warp speed. Having a familiarity of and the ability to write up damage using only an insured’s description and photos puts you ahead of the game.

CLONE IT

How many times have you written an estimate to replace a roof due to hail damage? How about repairs to a kitchen that had a pipe burst under the sink? Or the washing machine supply line pops off while the insured is away on vacation? There are so many very common property losses. Do you know what the best adjusters have already done? They’ve created macros in Xactimate or batches in Symbility that have all of the most common repair steps already listed out. All you have to do is draw your sketch and, “Voilà”….it’s like your favorite ramen: Just add boiling water. If you haven’t created your own macros and/or batches, start doing so today! It sets you apart from the pack by being fast and accurate. By the way, a Clone It scenario is the perfect marriage partner for a Phone It.

DRONE IT

While the industry has been a little slower to accept the inspection by drone, more and more carriers are starting to see the light. Prices for drones are starting to come down a little, too, which means it could be a great benefit to not only own a decent drone with a high-resolution camera, but also having the wherewithal and necessary licenses/certifications to operate it. A tech-savvy and talented drone pilot with the skills of a Baron von Richthofen is going to find himself invaluable to carriers who recognize the benefits of drone footage. This is especially the case in major catastrophes where access is limited. Yes, it’s a bit of a higher investment than other career costs, but isn’t a sound and wise investment in your career worth the additional funds?

Will field adjusters one day be listed in the same category as the dodo bird? Possibly. Which is why the more you can add to your arsenal of adjusting talent, the better your odds are of survival.

WHAT YOU CAN DO RIGHT NOW TO HELP PROTECT YOUR FUTURE CAREER

• Don’t refuse to learn a second estimating software. I’ve said for years that to be proficient in both Xactimate AND Symbility can only benefit your career.

• Keep up with the latest apps, programs, tools, etc., that can cut down on your scope and investigation times. The faster you can turn around an estimate, the more valuable you are to an IA firm or carrier.

• Be willing to trade windshield time for office time. Being cooped up inside and behind a desk drives me looney, but in some catastrophe events, choosing the desk over the field may be a better benefit to you financially. In 2017 during Irma, I stayed at the house all day doing nothing but writing estimates. Did I like it? No, not really, but I made more financially than I would have in the field because every adjuster and his brother made their way to Florida; and if you were a little late to the game, you were lucky to receive enough claims to justify a deployment. When you have a less-than-experienced “scoper” taking notes and photos of a loss, someone has to be able to take all that information and turn it into an accurate and viable estimate. That someone could easily be you.