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Every adjuster encounters that frustrating situation where an insured has received their claim check but refuses to start repairs. They're stuck in limbo, paralyzed by the belief that beginning work means surrendering their right to coverage for additional damages that might be discovered later.

This episode explores the psychology behind repair hesitation and offers practical solutions for getting claims unstuck. At its core, the problem stems from fear – though most insureds wouldn't identify it as such. They've absorbed the cultural narrative that insurance companies are trying to "screw them over," making them afraid to take any action that might jeopardize their claim.

I walk through the delicate balancing act adjusters must perform: we can't directly tell insureds to make repairs (creating potential liability), yet we must communicate policy requirements to protect property from further damage. This requires becoming translators of "insurance-ease" into plain English while acknowledging the insured's legitimate concerns.

The most effective approach combines verbal explanations with written documentation. Phone conversations allow for nuanced discussion and tailored examples that address specific fears, while follow-up letters provide clarity and record-keeping. I share specific language and techniques that help insureds understand complex concepts like supplements, file reopening, and the difference between contractor estimates and insurance payments.

For adjusters dealing with stalled claims, this episode provides both empathy for the insured's perspective and practical strategies to move claims forward without overstepping professional boundaries. By addressing the underlying fear, we can help policyholders protect their property while maintaining trust in the claims process.

For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.

To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.

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