The Good Adjuster: A 60-Second Seminar in Workers’ Compensation Claims Handling

Strangely, workers’ compensation has a way of punishing a good claim adjuster.  No, we are not being facetious.  When a fabulous adjuster is discovered, before you know it every major client wants that adjuster to handle their files.  Also, whenever a new client is retained, management often wishes to impress that client by assigning their files to the best adjuster.  Lastly, whenever an administrator is in danger of losing a big client, they often reassign files to this adjuster to salvage the account.

Before you know it, the adjuster’s case load has risen to a point where it is difficult to manage.  It does not take long before burn-out syndrome develops.  Even a salary increase will not prevent someone from being burned out.  The only remedy is to limit the case load to a more reasonable number.

The insurer or TPA has a major decision to make when an adjuster is overworked.  They risk losing that person unless something is done.  In addition to limiting the adjuster’s case load, the company must also consider the lack of advancement opportunities.  If the adjuster continues in the same position doing the same duties repeatedly to satisfy clients, then they are denied the opportunity for promotion to a higher position.  In addition, clients would be antagonized if the adjuster was moved away from a claims desk.

We believe that many reading this blog identify with what has been stated.  They probably have lived through it.

Now that we have broached the topic, we hope claims administrators will take notice and do what is needed to save their best adjusters from leaving. Educate and motivate them and monitor their caseloads regularly. For our part, we will continue to do all that we can to help reduce the caseloads assigned to our adjuster colleagues through our aggressive and innovative legal defense strategies!