Throughout the adjuster’s dealings with the policyholder, he should regard himself as an ambassador for the Insurance Industry. It is only when a claim is made the promise made by the Insurer at the inception of the policy is tested. Adjuster should satisfy himself that the property affected is covered under the policy. He should also verify if the named Insured has an insurable interest. The risk and the trade are same as Insured under the policy.

It is adjuster’s first task to investigate the facts in order to ascertain if and to what extent there is policy liability. Adjuster’s enquiries to progress from if the loss was caused by one of the Insured perils, inspection of damages, in conjunction with the policyholder agree a course of action to mitigate the loss under the policy.

Once the policyholder presents the claim, it must be checked for quantity, description and pricing and necessary amendments agreed with the policyholder. The Adjuster’s second task is to negotiate equitable settlement of the claim with the policyholder, taking into account any limitations, conditions, warranties or exclusions in the policy.

The Adjuster’s third task is to investigate the possibility of recovery of Insurer’s outlay from any third party under subrogated rights. Facts pointing to such potential recoveries are to be elicited during the investigation.

The policyholder will often perceive the adjuster as the agent of the insurer with a single purpose to avoid paying the claim or some part of it. The adjuster must win his confidence at the earliest opportunity by being firm but fair, sympathetic without being over generous with insurers money and understanding needs of the policyholder at the time of crisis. Some claims may be deliberate in origin and may be fraudulent. It is a tendency to inflate claims on the assumption that they will be automatically reduced. The adjuster is entitled to be satisfied and should continue to ask questions until he is satisfied. If the physical evidence verifies the story given by the policyholder and the adjuster is satisfied, he should proceed with verification of quantum and adjustment of the claim. If he is not satisfied, he should pursue the point until he is satisfied.

Adjusting is not an exact science; it is concerned with people at the time of crisis. Successful adjuster is one who can communicate with all types of policyholders and at the same time provide the information and technical expertise required by insurers in a format acceptable to them.


Work Experience