HELPFUL TIPS IN DEALING WITH HIGH EMOTIONS
- Shellie
- Apr 18, 2017
- 3 min read
Insurance adjusting can be quite stressful at times. One of the most stressful times can be when we have to handle an insurance claim where emotions are “super-charged.” It could be:
The loss of a loved one
Property loss with less than adequate insurance coverage
Bad relations between the agent and claimant
Etc…
No matter which of these circumstances or any others, you and I… the insurance adjusters are the “punching bag.”
I say punching bag because that is how I truly believe we need to be. We need to be strong enough to take the blows and come back to place ready to take more blows without giving any back.
If you are a new adjuster believe me when I say, you will have moments you feel like debating or arguing with claimants.
Don't do it… It is not worth it, and the claimant does not deserve it
Yes, your job is difficult, but you still have your home; you did not lose a loved one just recently (if you have, you should be taking some time off), and you may not have great things to say about that agent, so you should understand the claimants situation even more.
Having empathy is an adjuster must
Sure, you may believe the claimant is being overly emotional but you cannot see the whole picture so… Heed the tips I am about to give you and you will find a less stressful time as an insurance adjuster.
High Emotions Tip #1: Don't Use The Word Emotional
You may think you are helping when you say something like, “Oh I understand why you are emotional right now,” but that word emotional can actually be negative. It makes you come off as a person who is seemingly emotion free.
I find it is better to say, “What are you feeling,” and allow the claimant to confide in you. And, listen intently. By doing so, the claimant will feel more at ease with you and will show more trust.
High Emotions Tip #2: Don't Say You Know How They Feel Unless You Truly Do
It has almost become a habitual statement from one person to another who has had a tragedy, “I know how you feel.” And they leave it at that.
If you do truly know how the person feels, tell the story of how you lost your loved one, your house or whatever is similar to the loss they are experiencing.
This will help them know that you are telling the truth. But if you don't truly know how they are feeling, do not say that you do.
High Emotions Tip #3: Don't Get Angry Or Frustrated
It may be difficult to understand why this person keeps crying every 2 minutes over a pet rabbit that was killed in the flood, but you do not have the right to determine this claimant's feelings.
Getting frustrated or angry will not solve anything. Just tell them you understand and keep moving through the process. It may take a little longer, but that is a part of your job description.
High Emotions Tip #4: Logic Will Not Overcome Emotion
You may be tempted to offer logical solutions to the problems the claimant is voicing but logic is not necessarily the answer at this emotional point in time. One of the best ways to get through this is to just tell them you will do your best to help them to the best of your ability, and just listen.
Sometimes the best help to high emotions is just an ear that will listen.
High Emotions Tip #5: It Is Okay To Show A Little Emotion Too
As insurance adjusters, we need to keep our emotions in check. But there is a gray area in my opinion. If you are interviewing a claimant who is full of emotions because the loss of a loved one in the tragedy, many would say that we should show no emotion; I disagree. I don't believe we should cry like a baby, but if some tears roll down our face, the claimant also knows that we are real people and not just an insurance robot.
Conclusion
We must always remember that there is a common distrust for insurance. And as insurance adjusters, we are that enemy the people distrust. We can either build that distrust further, or by following the tips I gave, we can help claimants understand that we are sent to help and not hurt. We can help achieve a different outlook of the insurance industry as a whole.
What are your thoughts? Do you agree with my tips?
I hope they helped you.
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