Most
of us know what an insurance company is. But just what is an insurance adjuster?
Sometimes
it’s not clear who adjusters are and how they’re trained for the job. (After
all, how many colleges offer “insurance adjusting” as a major?)
To
get some answers, we went behind the scenes with Chad Smith, a property
specialist at Erie Insurance who
handles large losses. Read on to learn more about him and all the important
ways he helps Customers in their time of need. (And feel free to check out our
short video above to learn even more!)
In
your own words, what is an insurance adjuster?
To
me, an insurance adjuster is someone who has a great deal of responsibility and
accountability. An adjuster owes that not just to the company he or she
represents, but to the customers who’ve experienced a loss.
At
Erie Insurance, adjusters are the ambassadors of the company. People don’t
really see how an insurance company
works until they have a loss, and we represent that.
What
kind of background do you need to become an adjuster?
More
often than not, you need to have a college degree. I have a business degree,
but insurance adjusters can pursue other fields as well. I would also recommend
adding computer and math classes to your coursework.
How
did you become an adjuster?
ERIE
hired me as an adjuster shortly after graduating from college. I went through a
few months of training that included both classroom and field training. I was
tested on information and then spent some time out in the field with seasoned
adjusters and appraisers to learn about what they did first hand. Because I
work directly for an insurance company, I don’t need a license to be an
adjuster. However, the rules vary by state.
What
kind of skills do you need as an adjuster?
Being
people-oriented is a must. You need to be able to empathize with the Customer
by putting yourself in their shoes. Honesty and integrity are essential in
establishing trust.
Because
of the way the field is evolving, you need to be really comfortable with
technology or be willing to learn it. To grow as a professional adjuster, you
have to move beyond in-house training and pursue professional insurance
designations like the Chartered Property Casualty Underwriter (CPCU) and
Associate in Claims (AIC).
What’s
a normal day like?
There
really is no normal day. And that’s one reason why I love my job!
In
order to handle it, you have to structure your days to a certain degree, but
also maintain flexibility. I might plan to make calls all morning—but if I get
an urgent claim, I need to reorder my day. I’m always busy.
What
hours do you work?
I
usually start early and end late. Sometimes I work weekends. I enjoy a lot of
freedom with this position—and I’m available almost 24/7 because that’s how you
provide great service. You can’t be stuck in the traditional nine-to-five,
Monday through Friday mindset as an adjuster.
What’s
the most memorable claim experience you’ve had?
Over
the years, I’ve had many. One that stands out is working during the 2011
tornado catastrophes in North Carolina, Virginia and Tennessee. ERIE was the
first insurance company on the scene. There was a lot of damage, but I was able
to respond quickly and help Customers affected by the tornadoes. The fast
response was made possible by the way ERIE set up its catastrophe team units.
Some people I spoke to said neighbors with other carriers hadn’t even heard
from their adjusters yet. It was extremely gratifying to help ERIE’s Customers
when they really needed it.
What’s
the most gratifying part of your job?
Knowing
in my heart that I did the best I could for ERIE and for the Customer on every
claim that I handle. I remember one claim we had to deny; even still, the
Customer sent me a card thanking me for how polite and helpful I’d been during
the process. Everyone should receive the same level of service, regardless of
the outcome.
Do
you have the backing of a company that offers the kind of top-notch service
Chad delivers? If not, contact a local Erie Insurance Agent in your community
to discuss your options and get a free quote.
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