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Know The Games Some Insurance Adjusters Play

Most insurance representatives that possess an overzealous attitude are simply on a “power trip” and are too difficult to deal with. Your insurance company can normally “weed out” the overzealous adjuster form the mainstream of customer service and eventually reassign the adjuster to another division of claims or even terminate their service.

However, the adjuster that remains on the job can create problems also. The trouble soon appears when your calls go unreturned. The overzealous adjusters are “notoriously” known throughout the industry. Homeowners, contractors, attorneys and even insurance companies have trouble with this type of adjuster.

A large majority of homeowners placing claims for property damage encounter difficult adjusters. Look for the following list of indicators to alert you that it is now time to either request a change in adjuster or go up the chain of command in the claims office to get the response you are entitled to as an insured.

• Non-responsive to telephone calls.
• “Your file is lost.”
• “I never received your mail.”
• “I never received your fax.”
• “Your estimate is miles apart from my evaluation.”
• “I sent you a letter, didn’t you receive it?”
• “My supervisor is on vacation.”
• “I have not been given any authority to settle your claim yet.”
• “I’ll be tied up for the next couple of weeks.”
• “I’ll have to request your file form the home office. It might take some time.”
• Calling you when he/she knows you won’t be at home to justify his/her obligation to remain in contact with you.

In your dealings with the insurance company, always remember that you have paid the insurance company premiums for them to provide you with claims service. In actuality, you have paid the salary of the insurance company representative who is now avoiding you, and making your experience in claiming your rights a living nightmare.

Let’s put it another way. Suppose you had just purchased a new washer form the local department store. They assured you that their service division would deliver the machine the next day. You wait around all day, no delivery. You call, leave messages, and receive no returned calls.

It has now been two days and your new washer is nowhere in sight. Your blood is boiling, your temper is increasing, and you finally pick up the phone. You call the department store manager and give him an ear full, “I have paid for your merchandise and service. I demand efficient service, and if I don’t get it, I’ll climb your management ladder like a monkey in the zoo!” Whew! Talk about being assertive!

So ask yourself, why don’t you demand service form your insurance company? Why do a large number of homeowners become intimidated by the delaying techniques used by adjusters? Why do some homeowners cower at the mere thought of dealing with the games adjusters play?

You can fight back by using common sense and creative communication.

Through the experience of others who have dealt with unethical tactic of adjusters, we offer the following suggestions:

1. It cannot be overstated enough. ALL correspondence you send to the adjuster or claims office should be sent via certified mail, return receipt requested. This will prevent the unscrupulous adjuster form denying that they received your correspondence. Your return receipt will also indicate the date of delivery, why may prove important in contradicting an inaccurate statement by the adjuster.
2. If the adjuster fails to return calls on a regular basis, drop the adjuster a short note. In that note make certain that you specify on exact day and time in which you can be reached. Send a copy of this note to the claims office manager.
3. If the adjuster fails to make scheduled appointments at your home, go to his/her office and demand to talk to the adjuster, the supervisor or manager. Stress the fact that you are now being inconvenienced and this inappropriate conduct on the part of the adjuster.
4. Call the adjuster early in the morning or late in the day. Adjusters often get their assignment in the morning and upgrade their files in the afternoon. One aggressive claimant, who had run out of patience, placed a call from a public telephone across the street from the insurance claims office. When told that the adjuster was out of the office and not accepting calls, the claimant walked across the street and entered the claims office. He found his delinquent adjuster shooting the breeze near the water cooler! Needless to say, the manager’s office was the next stop.

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