Following a hurricane, fire or flood, field adjusters can encounter numerous hazards – from unstable structures to flood waters and wildlife. But what about violent people? Although it is less common, field adjusters must know how to respond if they are harassed or threatened.
Potential Scenarios for Claim Violence
In the wake of Hurricane Helene, AP News reported that FEMA paused door-to-door visits that were part of the hurricane recovery process in response to threats against officials. Although that situation was unusual, field adjusters can encounter similar dangers.
While most claimants are eager for investigations to be completed, some may feel distrustful of insurance companies, or they may feel the inspection is intrusive. Claimants can also become aggressive if the claim does not go the way they expect – for example, if the response was delayed or if their coverage does not respond to the types of damages they incurred.
Neighbors can pose a threat, especially if the adjuster inadvertently trespasses on someone else’s land.
File handlers who enter claimants’ homes can be especially vulnerable. In one instance, Insurance Journal reported that a man with a criminal history submitted a fake insurance claim and assaulted the claims handler who came to investigate. Likewise, on Reddit there are multiple accounts by adjusters who have encountered harassing or threatening behavior.
Keeping Your Field Adjusters Safe
While violence against field adjusters is rare, it is possible – particularly when emotions are running high. Educate your team to stay safe by adopting the best practices that make sense for your workforce. Here are a few considerations:
- Proactively notify claimants of your visit in advance. If possible, communicate your upcoming inspection via multiple channels including phone, text and email and provide details about what to expect and how long it will take.
- Plan for pets. Ask claimants to restrain their dogs and other potentially dangerous pets during the visit.
- Share locations. Have field adjusters report their schedules and locations so someone always knows where they are. Consider using GPS or other location finding apps.
- Work in pairs whenever possible. Having two people present is always safer than one.
- Doublecheck the address. Re-verify the address before approaching the home to avoid unintentional trespassing.
- Bring identification. Present a business card or badge.
- Avoid confrontation. Teach adjusters to avoid and/or quickly withdraw from any disputes. Also, pay attention to gut instincts and leave if anything seems awry.
- Ensure an easy departure. Park the vehicle in a location where it cannot be blocked in.
- Document any threats. After leaving dangerous or uncomfortable scenarios, any unusual or uncomfortable circumstances should be carefully documented.
- Communicate acceptable safety measures and emergency protocols with the team. For example, should field adjusters carry pepper spray or use a personal safety app? How and when should they check in? What should they do if red flags arise?
By increasing awareness of potential safety risks, and establishing protocols to keep field adjusters safe, you can better manage potential exposures.
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