What Makes A Great Adjuster

By Joshua Flora

As an Adjuster, Re-inspector, 2^nd Inspector, Trainer and Manager of Adjusters, I spend a lot of time fielding questions about what it takes to really become a great Adjuster.  On the individual side, I can sit down with someone and assess their strengths and point them in the right direction to create a path that will get them to that level, but for the masses, there has never truly been a 100% effective method to achieve the greatness that every new Adjuster looks for.  In any school or training you have been to, there have been suggestions and opportunities even gentle nudging from the IA you were working for, but in the end the one thing that is holding you back will always be You.

How do we work towards putting the “Great” back into the equation?

MEPS

As I said, every Adjuster starts out and they need a direction, a path that will get them to the end goal of becoming a “Hip Pocket” Adjuster.  A “Hip Pocket” Adjuster is one that has their name on the tip of every managers tongue.  MEPS is a perfect path to that goal.  Four steps and if followed will propel any adjuster who wants success, to the finish line.  That is not to say that this method is super easy and it can be accomplished in a day, but instead this method is designed to give any Adjuster who honestly wants to create a career as an Adjuster, the means by which they can stand out above the crowd.

What is MEPS?

M – Motivation

E – Education

P – Perseverance

S – Stamina

Motivation:

A motivated Adjuster keeps up with current events.  Watch the weather and monitor weather sites.  If you don’t know that there maybe work out there, then how can you be ready for it when it happens.

A motivated Adjuster does not wait for the phone to ring.  Pick up the phone and let the IA Firms know that you are available and willing to work.  An adjuster who thinks that every IA firm is just about ready to dial his or her number, just missed out on an opportunity to go on storm.

A motivated Adjuster is one who gets off the couch and gets out and works claims.  Set a goal for yourself and live up to it.  If you believe you can scope, write and settle 5-10 claims a day, then get out there and do it.

Education:

An educated Adjuster understands that he or she does not know everything there is to know about adjusting.

An educated Adjuster is one who takes every opportunity to advance their trade.  Any training can be great training.  Annual IA Firm conferences offer opportunities to extend your knowledge of the industry and provide a useful resource.

An educated Adjuster finds unique opportunities to advance their knowledge.  Lumber yards offer free training events on installation techniques for various skills.  Roofers and Restoration companies often hire Adjusters as estimators and offer the Adjuster with an opportunity to see the field from the other side of the fence.

Perseverance:

A great Adjuster has the perseverance to stay on storm.  The best storm out there is the one you’re on.

A great Adjuster has the perseverance to put up with the heat, the cold, the wet, the good managers, the difficult managers, the long hours, and the time away from home and family.

A great Adjuster has the perseverance to put with travel, uncomfortable hotels, high fuel costs, mosquitos and fast food.

Stamina:

A great Adjuster has the stamina to tie it all together and fill in the gaps.

Make your contacts.

Learn your trade.

Stay on storm and stay productive when you’re not on storm.

A great Adjuster saves money till they can get back on storm.

A great Adjuster maintains their license and completes Continuing Education during the downtime.

A great Adjuster stays prepared to deploy.

Ultimately, the goal here is to put “Great” in front of “Adjuster.”   Take the time that is necessary to put your MEPS plan into action and when your name comes up in conversation it is to keep you deployed, employed and at the top of your game.

While doing a little research online as to some available positions for some of you new adjusters, I came across an article titled "How I Got My First Job," by an Adjuster named Darren Moser.  Now the method used in the article below may not be for you, but it is an interesting method to say the least.  I felt obliged to include it as an option here on the AATX blog for your review.  The article has been reprinted below.

I've been in the business for about three weeks and I've already worked for an IA Firm (I adjusted one claim) and accepted a Staff Adjusting job. When I started I had no contacts, no inside info and no guidance.

After I got my license I spent a week sending out 200+ resumes, I found the companies at:

• Well-Adjusted

• Catadjuster.org

• Monster.com

• the FOATA NETWORK

The most important thing I did was kept a list of all the companies’ addresses, phone #'s and Web Pages that I sent resume's to (every time I sent a resume out, I wrote down all the contact information for that company). I used a regular spiral note book (I only used this book for job searching) and I left a few blank lines after each entry for notes.

Each company’s website has an email link to contact them, try to find the link that goes to Human Resources or find the career link on that webpage. Don’t mail your resume, email it as an attachment and use your email content as your cover letter.

I used a generic cover letter and simply copied and pasted it to the contents of each email. I only had to change the company’s name. In a week I was able to send out over 200 resumes.

The following week starting Tuesday (Not Monday), I started making follow up calls. I had all the Names and numbers wrote down so it really didn’t take that long. My standard call was something like:

• May I speak to the human resource department?

• Answer: we don’t have a human resource department, how can I help you?

• Response: I sent in a resume last week and I’m just following up to make sure it was received.

• Answer: That would have gone to Jim, he’s out of the office right now - can I take a message?

• Response: No thanks, can I get his email address? I’d like to send a revised copy of my resume.

• Answer: No problem, it’s Jim@1234.com

• Response: Thanks, I really appreciate your help, what was your name again?

• Answer: It’s April, is there anything else I can help you with?

• Response: I think that covers everything, thanks for your help.

After this one minute conversation I’d send Jim a resume directly; a couple hours later I would call the same company and when the same person answered the phone I would respond: HI APRIL, IS JIM IN? April didn’t remember my voice but because I knew her name she automatically forwarded me to Jim and Jim had more than likely just finished reading my resume.

Basically I did this 200+ times; it didn’t always work, sometimes I got redirected to a website, sometimes I just got nowhere. But in the end it got me a job and I’m currently on 20 IA Rosters. I receive several emails a week from company’s I contacted; some are still asking questions, others are sending me company information because I’m on their roster.

There is no genius to how I did it, I just thought I’d share this basic information with others out there who are looking for a job.

Darren Moser

Every year as we move into the end of November, adjusters all across the country begin the long slow ordeal of watching the calendar waiting until the end of January.  We sit in our favorite chair and listen intently to every word spoken on the Weather Channel as if half-way expecting to see Jim Cantore suddenly standing on some beach talking about the crazy out of season wailer heading toward the US.

This year, turn the TV down, add an app to your iPhone or HTC that will watch the weather for you and get yourself ready for 2011.  Get your "go-to-storm" kits cleaned, maintained, packed and ready.  Take the time to finish those CE's which you know you need to get and don't be afraid to pickup the phone.  Make sure that you remember the Adjuster Academy of Texas "Golden Rule":

Never throw away a resource!

Any sucessful Adjuster will tell you that they would not be where they are today without help.  While having your gear clean and ready for deployment is a must for preparation sake, why not add one more prep item to your year end list.  Make sure that you spend the remainder of 2010 with an eye on the prize by making calls to the various IA firms and updating your resume with any additional training you have completed.  Stay in contact with those Adjuster that you have met along the way.  You never know when one of those connections will lead to a deployment.

Have a great Holiday Season!
Josh

Résumé Building

A search of Barnes&Noble.com shows 2115 results when searching for the term “résumé”.  One thing that all of these books have in common is that they ask you to tell a story about yourself and your experience.  Before you hit the computer, it might not be a bad idea to grab a scratch pad and write down some of those life experiences that would add some heft to what you will want to include in your résumé.

Ask yourself the following questions:

Have you ever changed a light bulb or the air filter in your house?

Have you ever used a hammer or a tape measure? 

Have you ever sent an email?

Have you ever taken a photograph with a camera?

Do you pride yourself on your ability to solve the mystery before the detective on the crime dramas?

Let’s take a look at your answers:

Have you ever changed a light bulb or the air filter in your house?

            “I am mechanically inclined”

Have you ever used a hammer or a tape measure?

            “Some construction experience” 

Have you ever sent an email?

            “Computer Literate”

Have you ever taken a photograph with a camera?

            “Able to document damage with photos”

Do you pride yourself on your ability to solve the mystery before the detective on the crime dramas?

            “Good attention to detail”

Now, this does not mean that you should add anything to your resume that isn’t the truth, but you want to make sure that you add those traits that show all of your positives when your potential employer’s HR staff is looking to add you to their roster.

A detailed description of what an adjuster does is as follows:

Independent Insurance Adjuster, XYZ Adjusting Inc.

Responding quickly to catastrophic events, usually arriving within 48 hours, responsible for managing claims inventory, determining legal liability and extent of damage to persons and property and assisting agents in the resolution of claims by working with policyholders to investigate, evaluate, negotiate, and conclude claims including verification of coverage, assess their losses and pay for covered losses within the carrier’s policy guidelines within a wide range of policies to include; Homeowners, Renters, Rental Dwelling, Farm and Ranch, Manufactured Homeowners, and Commercial.  This involves initial contact with the policyholders, setting up appointments, inspecting and assessing covered damages, creating a written or computerized estimate, documenting all activities associated with a claim, and providing excellent customer service through the entire claims process. 

My résumé is complete, what next?

Get it out there!  Take your company list and your own research and put it into action.  A large portion of the independent firms have some sort of online application process as well as good contact info so that you can mail in your resume.

In this industry, if you want to work, you need to let them know that you are ready.  Send out that resume and follow it up with phone calls to the firms HR department to verify that it was received.  Ask the firm if there is anything you can do training wise that will make you more deployable.  Finally, if they give you a task to complete, then COMPLETE IT!

Take the time to make regular calls to see if any storm deployments are available and if you can get in on the fun.

Getting started in this industry can be a daunting task.  As a new adjuster, one of the many things you should be concerned with is getting yourself ready for deployment.  All Adjusting Firms and all Carriers strive for COMPLETELY SATISFIED CUSTOMERS.  Achieving that involves several elements, one of which is being properly equipped to provide professional, on-the-spot service.  This can have a direct impact on your ability to provide excellent claims handling as well as great Customer Service. 

Being properly equipped can also help you:

• save time
• be more efficient (so you can work more claims)
• stay at the top of the deployment list

Although the Adjuster Academy of San Antonio does not endorsing any particular product, here are some common items that you will find in a “mobile” adjuster’s inventory.

For the Vehicle:

Insurance Card - make sure you carry adequate limits of liability (most IA firms require at least 100/300/100 limits)

Power inverters - I prefer a two outlet inverter to plug in both my laptop and printer (check correct amperage)

Mobile printer - lately, the toner on some printers is more than the printer itself.  Don't break the bank here, just get one that works and fits in your vehicle or mobile office

Laptop – with  Xactimate – (current carrier version 25.5 or 27 installed)

Digital camera with capability of multiple resolutions

Extra batteries for laptop and digital camera

Tape measures (30’ and 100’) and backup tape measures

Flash light

Putty knife or 3-in-1 tool

Ladder - some adjusters carry more than one ladder.  I carry a 17' for everyday use and a 28' for the two story roofs