Claims adjusters need to be able to handle claims quickly, efficiently, and professionally. They need strong communication skills to interact with claimants and attention to detail in their investigations and reports. They need to be organized and manage their time well to keep up with caseloads.
There are many important factors that make or break a successful claims adjuster. So it’s important to ask the right questions in order to find the perfect candidate.
Here are 7 questions that will help you find your next best claims adjuster:
- How do you handle and deal with stress?
The life of a claims adjuster can be difficult, to say the least - from the unpredictability of the job to managing a heavy workload, or even claimants getting upset or confrontational over the outcome of a claim.
It’s important to know your adjusters are equipped to survive and thrive in their new role. Look for their ability to separate their emotions from the job. Make sure they have a good work-life balance and ways to decompress outside of work. - How do you manage your time and stay organized?
Between research, interviews, reports, investigating, field adjusting - not to mention that each of these activities are being performed for multiple claims each day - time management and organization are critical for a successful adjuster.
It’s important to learn if candidates are self-sufficient and comfortable in the role, and that they won’t need to be micro-managed. - Assume you’re assigned a claim for a house that was damaged in a fire. What sources would you leverage to produce your report?
A candidate who is able to list several sources will be able to produce a good report. Questions like these allow them to showcase their expertise from past experience on the job.
Keep an eye out for those who are able to think outside the box as they likely will be able to handle more complex claims. - How do you ensure the accuracy of your reports before submitting them?
It’s important to ensure your adjusters will leave no stones unturned. That they are thorough in their investigation and take pride in the accuracy of their reports.
This shows they take time to double-check and review their work. That despite a heavy caseload and conflicting priorities, they are still able to maintain that attention to detail. - How would you handle a mistake you made on a claim?
Even the most talented and experienced adjusters make mistakes. This question is designed to help you see if they take accountability and show integrity. Do they own up to it and correct the issue? Do they learn from that mistake to ensure it doesn’t happen again?
If this prompts a candidate to ask about training and mentorship, take that as a good sign! Even the best adjusters need help from time to time. If they’re already trying to better understand your process and technology, they will quickly adapt to the role. - How would you handle a hostile client who is unsatisfied with your assessment?
In the case that a client does get upset, it’s important to know that your adjusters can keep their cool under pressure. You want to make sure they can remain calm and professional in these uncomfortable scenarios.
Empathy and compassion play a critical role here. The ability to stay objective, do their job, and not take it personally is crucial. Can they share a relevant past experience and how they handled the situation? - What’s the biggest challenge you’ve experienced handling a claim and how did you overcome it?
This question provides a lot of insight into a candidate’s experience as an adjuster. How they respond should reveal what they can handle as a contributing member of your team.
Additionally, the solution they present here further showcases their ability to think on their feet or come up with creative solutions to problems.
Building Your Team
Asking the right questions can help you identify the skills that make a great claims adjuster. One that you want to be a part of your team.
But it’s even more important to understand how they will fit your team’s culture. How will they get along with their peers? No matter how good of an adjuster they are, they can do more harm to the team if they’re not a good fit.
You’ll also want a handful of trusted independent adjusters to pick up the slack when caseloads surge. That’s where US Claims Solutions is here to help! We can service your claims needs 24 hours a day, 7 days a week, nationwide.
We bring extensive knowledge and expertise in both field and desk adjusting. Email us at customerservice@usclaimsolutions.co or give us a call at (888) 701-1153.
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