One of our driving ideas is that of the “claims experience”. This idea is based on the fact that most homeowners will pay for home insurance for their whole lives, and will need to claim coverage on average only once or twice. For this reason, life-long loyalty of insureds to their insurer is paramount, and the claims handler has a major role to play in this. The claims adjuster (unlike the insurance agents) interacts with the homeowners in their moment of crisis. The nature of this interaction can radically enhance trust and faith in the company, or horribly erode it. We believe that we are representing your company at this most delicate and crucial juncture, and we aim to make as much of a positive impact as possible in these times of distress by offering effective solutions and smooth restoration to the homeowners.

In handling 90% of claims a good rapport and transparent dealings with the insured are enough to facilitate an agreement and close out a settlement. However there are cases when the claims adjuster needs to deal with unusually suspicious, combative, or ill-intentioned insureds. In these cases, we have discovered the importance of de-personalizing the interactions. When challenges arise in the negotiations, we have found it effective to rely on facts and data, so that no one’s word or reputation need be called into question. This entails collecting ample evidence in the early stages of claim handling. This evidence will be used to arrive at a coverage decision, and this can be revisited in later stages to substantiate that decision if problems or questions arise.

While we want to do as much as we can for the homeowners, we also admit that insurance fraud is common, and may come in many flavors. Even if the homeowners themselves are sincere, there may be people connected to them who are willing to push the boundaries on what is considered reasonable indemnification. In order to protect the integrity of the MAJORITY of claimants who ARE genuine, we find it important to be aware of, and prepared for this. We aim to always start with the benefit of the doubt, but to keep any decisions rooted in data and evidence, so as to protect the interests of many countless future insureds who would be significantly harmed by a trend toward bad-faith claims in the industry.

Aside from viewing situations through a contractual/ empirical lens, we also want to view them through a humane lens. All of our interactions are with people, not things. Many of the people we deal with are in a state of distress and disorientation. Home is a sacred space for each of us, and their homes have been upset. They are experiencing a loss far deeper than merely a financial one: a loss of stability, a loss of control over their lives. The tone, attitude and approach of the insurance adjuster in these vulnerable moments is just as important as the cold hard facts of the contract.