When working with our customers, we are clear on what is expected of us. Our role is similar to that of an ambassador, representing customers with qualified adjusters facing the policyholder and ensuring that the fulfillment of the insurance contract to pay for covered damages is completed in a timely and accurate manner.
Our adjusters represent company culture and mission: skilled, articulate, with a strong customer service attitude and perhaps a corporate logo on their shirt. The very image of the company. Since our adjusters are often the only face a policyholder may see, we take this role very seriously.
Adjusters working with AmerAdjust are selected with a focus on several key attributes:
- Policy knowledge and inspection skills
- Aptitude with Xactware and/or Symbility Solutions Software
- Time management skills that deliver estimates and claim resolution with speed & quality of service
- A clear focus on the customer service aspect of the job at hand
In essence, AmerAdjust adjusters should represent everything our customers expect from their staff members.
Well before an event takes place, the operational guidelines, information specific to a region, special circumstances surrounding the cause of loss and other details can be pre-defined and communicated to field staff.
Measuring impact, PIF counts, weather overlays, and other prediction methods dictate when and where resources are needed. A comprehensive yet simple data based inventory is used to manage availability, proximity and capabilities of adjusters well in advance of deployment. As our customer receives claims from policyholders and is able to forecast volume, severity and geographic impact, our adjuster alert system identifies teams and places individuals on alert for deployment. When the need is clearly defined, our adjusters, supervisors, file examiners and other related staff deploy or activate using predefined practices.
Initial storm office briefing location and times are set. Arriving teams are quickly indoctrinated on any site specific requirements. Based on standardized service level objectives, adjusters receive assignments, contact policyholders, begin inspections and settle into the performance expectations set by AmerAdjust and the customer. Adjusters working for AmerAdjust may only work for one customer at a time. Once assignments are completed, adjusters may be released for other duties.
Timely file review of adjuster work-product is a hallmark of our service. Our objective is to eliminate common errors prior to delivery of a final report to the customer. File review is done quickly and thoroughly to make certain errors are eliminated prior to submission to our customer.
If a variable is not measured, it is difficult to manage. During a catastrophic event, system timestamps measuring duration between key steps in the contact, inspection and estimate reports are monitored daily. Any regional regulatory requirements for claim completion times are carefully adhered to. Using the best technology available in appropriate ways further contributes to a tightly woven service delivery model.
Contact us for more information on our “Delivering Peace” operational promise.