A Baby's Cry

I can’t think of many, more busy, than a desk adjuster…and a mother.

 

Mom’s in the middle of cleaning—the baby cries. She stops, and feeds the hungry child.

 

Just started laundry—the baby cries. She changes dirty diaper.

 

In the middle of lunch—the baby cries. She comforts the babe, just woke from nap.

 

Never does she utter, “If only I didn’t have this child, I could do my work.”

 

The baby’s cry, is a blessing. It lets us know; they’re in need of something. 

 

If we meet the needs when they’re small, and easy; when they grow older, and complicated, they’ll trust us, and come to us.

 

How many parents would love for their child to come to them, with problems, rather than to a drug dealing stranger?

 

Those irritating calls, are blessings, they tell us, the insured needs us, still trusts us. They haven’t rejected us, run to the carrier; or turned to a drug dealing stranger… a public adjuster, or a  lawyer. 

 

Some days, like Mondays, all we may have time to do is answer the phone, and thoroughly document each call. In so doing, we’ve done our job. The time is an investment, not an expense. It will reap dividends in the end.

 

If there’s a ringtone that sounds like a baby crying, we should use it.

After The Storm, Insurance Claims 101

Submitted to our local newspaper after a recent hailstorm and a flurry of questions.

After The Storm, Insurance Claims 101

Big storm.

What do I do? File a claim? Find a contractor? Hire a public adjuster?

I’ve been on more roofs than Santa, handled more claims than that, and wish I had a dollar for every time I’ve heard those questions.

Insurance is peculiar. The only thing we have to buy, and hope we never use.

The best way to answer the multitude of questions swirling after a storm, is to simply explain the system; and then, you’ll be able to make an educated decision.

Let’s start at the beginning. Before the storm.

The Agreement.

Assuming you have insurance. You didn’t simply buy insurance. You entered into an agreement.

You agreed to pay a premium, in return the carrier (insurance company) agreed to pay you, in the event of a covered accident.  

The agreement is, by definition, a good faith contract. This contract, is long-term. Like a marriage.

The insurance industry is highly regulated by government guidelines and timelines. They must follow the policy to the letter, any ambiguity, falls in favor of the insured.

Is It Covered?

Stuff happens. Big storm. New driver, gas instead of brake, now you can drive out the back wall of the garage. Burst water line. Flaming Thanksgiving turkey. Covered perils?

If I owned an insurance company, the Covered Perils section would be three words. Sudden. Accidental. Loss. There’d be some exclusions, like surface water. But, for the most part, sudden, accidental, loss, summarizes a covered peril.  We could write a book about it, but for now, that’s enough.

The Claim.   

Here’s what happens when we file a claim.

You call your agent. Or, you may call a claim center; or even file online. 

That triggers action. Usually, two adjusters are assigned; a desk adjuster, and a field adjuster. You should hear from them within 24-48 hours. Doesn’t always happen, but, it’s the goal.

The Adjusters.

The field adjuster’s job is to take pictures, and draw pictures, document the damage and write an estimate.

IMPORTANT NOTE: Independent field adjusters are paid on a sliding scale. The bigger the estimate, the more they make. On the other hand, if the field adjuster finds little or no damage, they actually need to work more; to document they didn’t miss anything, weren’t in a hurry, or lazy. More work, less pay.  The best way for the carrier to function in good faith. It encourages the field adjuster to do a thorough job. If the adjuster was paid more, to find less; it would be a disservice to the insured.

The system is set up in favor of you, the insured.

But what if the field adjuster misses something? What if the estimate is lower than the contractor? Or, what if additional damage is found, later?

This happens. Adjusters are human. Somethings can’t be seen on the initial inspection. Built into the process is something called a, Supplement.

A Supplement is simply additional payment(s). As long as it can be justified and verified, payment is issued. Sometimes all that’s needed is a picture and an itemized estimate. Other times, a reinspection may be needed. 

This is where your desk adjuster takes the baton from the field adjuster. Your desk adjuster is the one to review the field estimate, apply coverage according to the policy, and issue payment.

The desk adjuster will be the one you talk to the most. They will answer coverage questions, explain the final decision and settlement. They provide a copy of the adjuster’s itemized estimate.

The job of both adjusters is to hear your story, and answer three questions.

1. How’d it happen? (Cause of Loss).

2. What’s broke? (Scope of Loss).

3. Coverage? (Cost of Loss).

Those three answers are applied to your policy and coverage is determined.

If covered, payment is issued.

If not covered, a letter is issued explaining why, using your exact policy language to justify the decision.

The Contractor.

A good honest contractor, is worth their weight in gold. There is no sugarcoating the situation. After a storm, salesmen come out of the woodwork, claiming to be contractors. I just heard people on skateboards are knocking doors, giving “free hail inspections.” Maybe that’s a sign of a great contractor these days, I mean, with the price of fuel and all. I don’t know, but I’ve heard more horror stories than glory stories.

If they ask for a check, up front, be wary. Maybe in a normal situation, when you’re doing a remodeling project, perhaps it’d be okay, with references. However, after a storm, I wouldn’t.

Adjusters can usually work with legitimate contractors to reach a settlement.

 

The Public Adjuster.

The adjuster, contractor and public adjuster, all write estimates.

The adjuster pays off an estimate.

The contractor works off an estimate.

The public adjuster charges for an estimate.

The public adjuster charges a fee of 10-20%. They do not do, or hire anyone to do, the work.

The Relationship.

Remember, the insurance commitment is long-term, like a marriage. Whereas, the relationship, after a storm, with contractor or public adjuster, may be more like, a one-night stand. 

Thank-full Thanksgiving

It’s a peculiar occupation, to say the least

We confront impatience and greed

We discern between fact and fiction

We rise early, stay up late

Bite our tongue on a daily basis

Like the ten lepers, healed

Yet, only one returned to give thanks

We give money by the multiplied thousands

Yet most the time, without a thanks

The endless calls

The ever-changing protocols

Too many claims that won’t die

Too few PAs that won’t lie

It’s peculiar, unique, exhausting and exhilarating

Sure, there’s the nine that walk away without a thanks…

But, there’s that one, that goes out of their way

To let you know, you made their day

When you close your eyes at the end of the day

Or the end of your life

All the thanks we’ll ever need, will come

When we hear these words, “Well done.”

The vehicle prayer

I’d been living on the road for about eight-months, working everything from hail storms to hurricanes.

We had a little money in the bank, so I figured we could hole up for the winter, in our little Florida home.

I enjoyed about a week break until the old vehicle decided she wanted a break, too.

After multiple trips to the mechanic, I was on a first name basis with one of the salesman, the service manager, general manager and a few of the mechanics.

The mechanics were so tired of keeping ol’ Bessie on life support they were begging one of the salesman to sell me a car.

But... I don't buy new cars. Ever.

After swapping war stories and kicking tires just for something to do, salesman Bob, became more than just a salesman, he became a friend.

I couldn’t believe I said it when I said it, but after I did, it felt right, and I was glad I did.

“I’ll go home and talk to my wife and God, and let you know…tomorrow.”

On the way home (about a ten-minute drive) I prayed something like: " Lord, you know everything. You know I don’t want to spend a bunch of money on a new car. You know I’m in-between deployments and shouldn’t step into a monthly payment without a monthly income, so...if we’re going to need a new vehicle—” I patted the steering wheel—“if ol’ Bess isn’t gonna make it, please, provide a monthly income as well…today.”

I was less than a mile from the house when I said that prayer.

Before I pulled in the driveway, the phone rang.

"Hey Doug, we just had something open up, would you be interested in a desk adjuster job?"

Wow! I thought.

"No" I said…

"Not if I have to live on the road again. I just got home from an eight-month stint.”

"Nope, you can work from home. It pays ($$$) per day. Are you interested?"

“WOW!” I said

No-way! I thought. God really heard may prayer—and that’s really good pay.

But, the story doesn’t end there.

The only requirement for our vehicle was it needed three seats, so the grandkids could ride. “It doesn’t have to be fancy, it doesn’t need bells and whistles, ‘cuz I won’t toot ‘em anyway. All it has to do is get us from A to B.”

Well, out of all the vehicles there was only one on the lot that had three seats. It was bran-new, not too fancy, so it would work.

When I told my wife, what had happened, she was excited, of course, but she said, “Don’t they have any used vehicles?” She thinks like me.

That night, a used vehicle showed up on the lot. It was almost new, only about ten thousand miles, they still offered the new car warranty, it had three seats and more bells and whistles than we’ll ever figure out how to use...it was a whole lot cheaper and a whole lot fancier that we’d ever have chosen for ourselves.

I called the salesman...we have a new Bessie in the drive…and everyone at the dealership, from mechanics to management, are talking about how God answers prayer.

Adjuster's Prayer

The best thing we can do as we stand at the brink of a new day, or a new year...is pray.

We know how it works, because it's just like our career, as adjusters. We're like the Centurion who said to Jesus, I get this authority thing, because I do it for my job

"I tell my servant go, and he goes. I tell him, do this, and he does it. So, I know, Jesus, all You’ve got to do is say the word and it’ll be done."

It might sound weird, but just think about it:

We acknowledge someone has filed a claim. They need help.

We assess the situation, (get the details). 

Then, apply proper coverage, per policy guidelines. 

And, ask the carrier for coverage.

That, is exactly how prayer works: 

1) Acknowledge the need. 

2) Assess the situation (get the details). 

3) Apply proper coverage per Biblical guidelines. 

4) Ask The Carrier of carriers for coverage.

You see, there's more to being an adjuster, than just closing claims and making money. 

We have the unique opportunity and training to make an eternal difference, in a multitude of lives. 

Let's pray.

LORD, our Father, kind and true. We have Your Words written in black and white, and in the color of Your blood.  We believe in You. And know that You don’t lie.  

So here we are, right now.  

According to Your Word, we release anyone we haven’t forgiven. Now, LORD, please forgive us, too. 

Set us free to worship You with fullness of joy. And use that joy, that is our strength, to make a difference in all the lives we meet.

Lord, You know our fear, You know our doubt. But even still, please, see our faith. That little bit that has us standing here before You now, with trembling lips and pounding heart. We dare to believe that what has been, isn’t what always will be.

We trust our trials into Your hands.

We believe You meet our needs.

Thank You for faith to move the mountains that need moving and the ones that don’t—for strength to climb. 

LORD, above all this, we ask not our will, but Yours be done.

Now unto Him who is able to doexceeding abundantly above and beyond all we could ever ask or think, accordingto the power that works in us, be glory by Christ Jesus throughout all ages,world without end. Amen. 

May The Lord bless you and keep you; The Lord make His face shine upon you, And be gracious to you; The Lord lift up His countenance upon you, And give you peace.

Together, we can move mountains. 

Prayerfully yours,

Doug Spurling

What adjusters & McDonald's have in common

You finally get to your hotel. You drove all night and you’re tired and nervous. You plop down on the bed and open your lap top. You’re happy to see a claim has been e-mailed to you. But within a few minutes you’re petrified to see a hundred claims have been e-mailed to you. You start to read the first claim loss report and notice the guidelines tell you that you must make twenty-four hour contact and inspect within seventy-two hours.

Now, you might feel overwhelmed. How am I going to run all these claims in three days? 

Take your time—you’ll get there faster. 

That’s a Dougism. I’ve said it to every adjuster I’ve ever trained in. On the surface it may sound like it doesn’t make sense, but in practice it works, especially when time is an issue.  And when you’re working a storm your most precious commodity is time. Learn to use it well and you’ll calm the storm.

Typical protocol for claims handling applies at all times, whenever possible.  At a CAT (catastrophe) it’s not possible. So, you’re an adjuster—adjust.

A hundred claims in a hundred different places. Where do you begin?

You should get the claims printed. Technology is changing every second. I used to haul a printer with me and print the claims. Now, I’ve adapted a process to save time and money. You don’t have to do it the way I do, and you may discover a better way, but this is what I’ve found to work well and efficient.  

The key is to do it like McDonald’s.

Do the same thing every time. And then, if it’s one or one hundred and one claims you can handle it, because it’s just one claim—you just do it over and over.  

Here’s what I do when I have a hundred claims in my e-mail inbox.

I have three things open on my desktop: a new Word doc., a mapping program, and my e-mail.

The first thing that needs to happen is that I need to get claims printed, mapped and phone calls made with appointment times. This you should attempt to do within twenty-four hours of receiving the claim.

·         Print

·         Map

·         Call

I open the first claim and highlight and copy only what I need; which is the name of carrier (Insurance Company). You may think you don’t need this but if you start working more than one carrier you’ll be glad you have it when a cautious insured asks you who you’re with. If you say State Farm when you should have said All  State—you won’t be in good hands.

You’ll also need the claim number, they ask for that a lot to prove you’re who you say you are. And then, of course you need the insured’s name, address, phone number and a brief description of damage.

You may need policy information depending on the type of loss. For example if your claim is a commercial or farm policy and you’re looking at several buildings you’ll want to know if that structure is covered, for how much and what type of coverage, ACV (actual cash value) or RCV (replacement cost).  The loss report may have several pages but generally all you need is how to reach the folks and what they’re claiming.

So in summary, what you want to copy from the loss report to a claim sheet is:

·         Carrier (Insurance Company)

·         Claim number

·         Insured’s name, address, contact information

·         Description of damage

·         Coverage info. (possibly)

I paste the information from the e-mail to the empty Word doc. This will become your claim sheet, or field report or whatever you want to call it. It will be what you take notes on during your inspection.

Then I highlight and copy the address and I paste it into a mapping program. Choose whatever one you like as long as it can accept numerous addresses at one time, such as Streets and Trips, DeLorme or Map Quest. (Depending on the adjusting software you are using you may be able to upload the addresses straight to your mapping software all at one time. Xactimate has this capability.)

I highlight the insured’s name and save the Word doc to their name. I create a folder on my desk top named after the storm, for example: Hurricane Virgin or 2012 Ice.  This way you’ll have a simple record of every claim separated by catastrophes. Repeat this until you have every claim copied to a Word document, and the addresses input on your mapping program. And you didn’t have to type anything—just copy and paste.

Printing—without a printer

Next to print the claims without a printer. I have an account with efax; http://www.efax.com/. You can send and receive faxes from your computer similar to sending an e-mail. I fax the claims in one fax from the folder on my desktop to the front desk of the hotel.

Which reminds me, of a side note here: I try to stay in the same hotel chain, Choice Hotels. As a member you gather points toward free stays and I’m not charged for my faxes.

Appointment Setting

While I’m waiting for a call from the front desk to let me know I have a fax, I look at the map to decide what order to run the claims.  Whatever makes the most sense geographically is how you try to run them. 

Once I get the claims I put them in the order I’d like to run them. I put the appointment time and date in the top right hand corner. For example: Mon. 10.22.12. 9-10 a.m. I give myself an hour window for time of arrival. Set as many claims per day as you can run and write. This will vary depending on the type of claims you’re running. Leave yourself enough time so you’re not rushed.  Four to five claims per day is a good number.

When I was younger I’d run eight or more a day as long as it was light enough to take pictures I was running. But ultimately what would happen is, I’d get behind on my paper work and I’d have to take off a few days or more, to write.

            It may sound like a good plan until implemented. The trouble with running as many as possible and then stopping to write is that the first claims are old by the time you get them submitted and the folks will begin calling asking, where’s my money?

The quality of your work suffers as well with the passage of time before writing your claim.

Imagine writing an estimate, labeling photos and summarizing your conversation with the insured within a day of your inspection. The inspection is still fresh in your mind.

            Now, let’s say a week has gone by and you’ve taken a thousand photos, you’ve looked at thirty houses and have had as many conversations with homeowners and contractors. Now, you’re trying to remember thirty houses ago, one thousand photos ago and sixty conversations ago to write your estimate. As good of a memory as you may have, and as good of notes as you may take, in the long run it’ll take you longer to do it this way—and you won’t produce as good of quality loss report.

I run six days per week. If you have claims with interior damage sometimes they are best run on Saturdays because folks are home more often that day.

An example of a time schedule is:

Arrive at first claim between 9-10:00 a.m.

Arrive at second claim between 11-12:00 p.m.

Third claim 1-2:00 p.m.

Fourth claim 2-3:00 p.m.

Fifth claim 3-4:00 p.m.

(The above is and excerpt from Adjuster's Life) 

~

Hope that helps…next we’ll talk about what to talk about when you make your initial contact.

Adjust well,  

Doug

Adjusting, everybody’s got to do it…some do it for a living

Adjusters Life@aol.com 

~

DO YOU WANT TO START LIVING YOUR ADJUSTER'S LIFE TODAY, OR KNOW SOMEONE WHO DOES?

The # 1 Best Selling Insurance Adjuster Training is at your fingertips.

Your new life as an Independent Insurance Claims Adjuster is at your fingertips.

* Everything you need to know from resume to payday.

* No sales gimmick or hook.

* Simple words penned with sweat from years of adjusting and one on one training. 

* No need spend time and hundreds of dollars with training and travel.

Adjuster’s Life comes not only with words and examples but a promise to personally assist you for*FREE* as you as you build your Adjuster’s Life.

The Adjuster’s Life thrives in any economy, you can too. Are you ready to see what it’s like to ride through a storm with an adjuster?

What’re you waiting for?

Jump in—let’s roll.

Let me know how I can help you live your Adjuster's Life

Oh yeah, one more thing if you've read Adjuster's Life would you mind leaving a great review on  Amazon?…and if you really like us you could LIKE our Adjuster’s Life Facebook page

 They say it helps…whoever ‘they’ are.

You might also like:

So you're an adjuster, now what? 

How to avoid missing it

So, You Want To Be An Insurance Adjuster?

How Much Does An Insurance Adjuster Make?

 What Does An Adjuster Need To Know?

 What I've learned as an Insurance Adjuster

Deployed!

 

You may hear nothing for months and think you’re forgotten and then a hurricane shows up on the radar and suddenly you’ll feel like the most popular guy in town. Phone calls and e-mails will start pouring in and all of a sudden you’re in high demand.

You will need to make a decision and pick which vender you want to work for, and go on standby with that one. Contact all the others and thank them for thinking of you and request they keep you on their roster, however, this time you’re already on standby. This way you don’t burn bridges. Eventually, if you do a good job, you’ll be on the top of the list for your favorite vender and you won’t be concerned about being on other rosters. But never burn a bridge.  

Getting deployed is exciting and you’ll think it’s a dream come true. But, that dream can turn into a nightmare pretty quick if you’re not prepared. It’s important to know before you go. It can be a long time between paychecks and an expensive road trip if you aren’t ready to turn and burn when you hit the storm site. But, never fear—that’s why I’m here.

Okay. So, you’ve passed the test, got your license, posted your resume and now you’re on your way to, Hurricane Virgin. What should you do?

There are various idiosyncrasies depending on which vender you are deployed with and which carrier you’re representing. Sometimes you’ll be working with one vender but handling claims for different carriers. This makes it a little more confusing because, different strokes for different folks.

Basically you will be doing the same thing for everyone, but saying it in a way to suit the carrier. In other words, you’re going to be doing the same thing no matter who you work for, but one company may want you to, two-step while another wants you to waltz—either way you’re dancing, it’s just to their music.

            And since they are paying you to visit their insured and handle their claim, they have the right to determine how they want you to dance. No matter what kind of music they play or what language they want you to say it in, just remember at the end of the day, the carrier wants to know three things:

1)      Do we owe?

2)     Why or why not.

3)     If so—how much.

And they want you to tell them five different ways:

1)      Tell them with words

2)     Tell them with photos

3)     Tell them with diagrams

4)     Tell them with an estimate

5)     Tell them your bill $ :-)

We’ll cover how to tell them soon.

            Remember, never be afraid to ask questions. The vender makes money when you make money, so if you have a question—ask. Odds are if you have a question others have the same question too.

NOTE: Some adjusters will work for more than one vender. You can do this because you’re an independent contractor. I worked for three venders at one time and it about drove me crazy trying to keep straight how each one wanted their claims packaged, and I just got plumb wore out. Furthermore, if you run too thin, you’re not doing the best you can for any one.

I recommend you do a great job for one, rather than a mediocre job for several. Even if you have a lull in the action occasionally, I think being loyal to one vender, will pay off in the long run—but that’s a decision you have to make since I don’t have your energy, or pay your bills.

Take your time—you’ll get there faster…because, time is one of your a most valuable assets. 

Adjust well, 

Doug

Adjusting, everybody’s got to do it…some do it for a living

Adjusters Life@aol.com

~

DO YOU WANT TO START LIVING YOUR ADJUSTER'S LIFE TODAY, OR KNOW SOMEONE WHO DOES?

The # 1 Best Selling Insurance Adjuster Training is at your fingertips.

Your new life as an Independent Insurance Claims Adjuster is at your fingertips.

* Everything you need to know from resume to payday.

* No sales gimmick or hook.

* Simple words penned with sweat from years of adjusting and one on one training. 

* No need spend time and hundreds of dollars with training and travel.

Adjuster’s Life comes not only with words and examples but a promise to personally assist you for*FREE* as you as you build your Adjuster’s Life.

The Adjuster’s Life thrives in any economy, you can too. Are you ready to see what it’s like to ride through a storm with an adjuster?

What’re you waiting for?

Jump in—let’s roll.

~

Let me know how I can help you live your Adjuster's Life

Oh yeah, one more thing if you've read Adjuster's Life would you mind leaving a great review on  Amazon?…and if you really like us you could LIKE our Adjuster’s Life FacebookPage?

They say it helps…whoever ‘they’ are.

 You might also like:

So you're an adjuster, now what?

How to avoid missing it

So, You Want To Be An Insurance Adjuster?
How Much Does An Insurance Adjuster Make?

What Does An Adjuster Need To Know?

What I've learned as an Insurance Adjuster