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Poor treatment of insurance company employees may explain adjuster behavior |
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Friday, 04 May 2007 |
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Page 1 of 2 I recently received an email about an article of mine from a
gentleman in the collision industry for more than 50 years. I loved
what he had to say. and his interesting comments really made me think a
bit differently.
There was one comment that stood out in my mind about how bad insurance companies are treating their employees. I had to stop and think about what he said. His comments really opened my eyes to something that I had not given much thought to. We know the abuse we feel from time to time but never really think about what is happening on the other side.
Have you ever wondered why some adjusters refuse to pay for anything without a fight? Some are literally being worked to death and are easily discarded if they mess one thing up. The people I used to deal with, with the exception of a few, are all gone. I see a new face every month or so. Most have been replaced with a new less experienced adjuster that will agree to anything the insurance company demands just to keep their job. Like the DRP networks, the insurance company employee is being asked to do more and more, and if they question anything they are threatened with the loss of their job.
I saw for the first time how some insurance companies are working both ends. They dangle the jobs of their own employees like they dangle our accounts before us. And we both react the same way. We agree to everything to keep working. No wonder we have such a hard time coming to an agreed-upon price with some adjusters.
Take a quick look around and you will see that things are changing. Insurers are using less people to do the same job and expecting them to work harder. This is why more adjusters are coming over to our side of the industry than ever before. I barely have a week go by that an adjuster doesn’t ask for a job. They are as insecure with their futures as we are.
What about Internet claims handling? I foresee in the near future when the insurance companies will eliminate the majority of their personnel. Everything will be downloaded to some claims center with a bunch of adjusters that just look at pictures all day and cut estimates. These centers already exist and save the insurance companies millions of dollars. They are being trained with the sole purpose of cutting your estimates. They know little or nothing about collision repair, absolutely nothing about the P pages and their sole purpose is to deduct, deduct, deduct. Could this eliminate the need for adjusters?
If you agree to remove something from your estimate that is a necessary part of the repair process you are falling into their well-calculated plan. When you allow someone to cut your labor time from looking at a photo, in essence you’re cutting all of our throats. This is unprofessional and nothing short of extortion. If they can’t see the damage in the photo then they should send someone out to look at the vehicle before it is repaired. Any adjusting after the fact should be considered theft.
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