While it's not your job to please the claim adjuster, there are ways which you can make the claim adjuster's job easier which, in almost all cases, translates into a quicker and more satisfactory resolution from your end as well. Bear in mind that adjusters are overworked. They have too many files to handle. There's an old saying in the claim industry: A closed file is a happy file.
Therefore, keep in mind that there is nothing the adjuster would rather do than resolve your claim and close a file. Claim adjusters are trained to pay claims based upon documentation of the claim as opposed to assumptions and beliefs about the claim. Therefore, while the insurance company has a duty to affirmatively assist you in the presentation of your claim, it ultimately remains your burden of proof to demonstrate that the claim is valid and payable. That usually means documentation, documentation and documentation.
Most claim adjusters want to get their claims paid but they can't do so unless their file contains objective and factual information upon which a claim payment can be based. Viewed more directly from their perspective, the claim adjuster has to have a file which, if subsequently re-inspected by a supervisor, will properly document why any specific amount of money was paid on the claim. If the documentation isn't there, the claim adjuster is going to be scolded.
To get your claim paid as quickly as possible, adhere to the following:
- Promptly provide the adjuster with organized and legible documents supporting your claim, including purchase receipts, repair estimates, written appraisals, etc.
- In every conversation with the claim adjuster, always ask something to the effect of, "What else do you need from me to pay the claim?" Claim adjusters spend a great deal of time on the telephone and are often out of the office investigating claims. They are sometimes hard to reach. In your first conversation with your claim adjuster, find out what times of the day he or she is most likely to be in the office. In addition, always make sure the claim adjuster has your home, work and cell phone numbers.
