Do You Have Strategy, Good Communications, And Ethics?

Negotiating effectively as a public insurance adjuster requires a balance of strategy, communication, and ethics.

Here are nine reasonable yet effective negotiation techniques to help settle claims in favor of the property owner. Most PA’s already use many of these strategies, but it’s worth reviewing them.

Preparation and Research: Gather all relevant documentation, including the policy details, damage assessments, and previous claims. Carefully read the insurance policy to understand coverage limits, exclusions, deductibles, and specific policy language related to the claim. Identify any potential ambiguities or areas where coverage could be disputed. Conduct a detailed inspection of the damaged property to document the extent of the loss, including photographs and measurements. Consult with a trusted and skilled contractor to get good repair cost estimates. Be sure the contractor refers you!
Build Rapport: Insurance company adjusters often portray themselves as having the final say in settling your disputed property claim when, in fact, they have little power or settlement authority. When possible, certainly establish a good relationship with the insurance adjuster by being respectful and professional.
Clearly Articulate the Claim: Present the claim in a clear and organized manner, highlighting the key points that justify the amount being requested. Use visuals or detailed reports to strengthen your case. Public Adjusters recognize coverage issues no matter how poorly the carrier’s adjuster explains them. They demand the specific claim information, review your policy and push the insurance company for immediate follow-up and resolution. All the way to the top if needed.
Use Active Listening: Demonstrate that you value the insurance adjuster’s perspective by listening actively. This can lead to more open dialogue and a willingness to find common ground. When you actively listen, you are not only paying attention to the words that are being said, but also the tone and body language of the speaker.
Frame the Discussion: Position the negotiation in a way that emphasizes the benefits to both parties, such as resolving the claim quickly and fairly, which saves time and resources for the insurance company. Begin with an idea about where the conversation should end up going; keep it simple and uncomplicated. One important early step to framing a conversation is to get a sense of who you are talking to. Do you know this person?
Leverage Facts and Evidence: Use factual data, repair estimates, and expert opinions to support your position. Well-documented evidence is harder to dispute and strengthens your negotiating power. Don’t let emotions cloud the real issues. It’s part of staying professional.
Be Patient and Persistent: Negotiation can take time. Be prepared to revisit points and patiently work through objections, showing your commitment to achieving a fair settlement. When you’re engaged in active or reflective listening, you shouldn’t interrupt the other person — no matter how much you might want to.
Practice Empathy: Understand the challenges faced by the insurance adjuster. Acknowledging their constraints can foster cooperation and lead to more favorable outcomes. One of the best ways to practice empathy and build healthy relationships is to see things from other people’s perspectives. When you can understand what someone is going through, it becomes easier to empathize with them. It’s also important to pay attention to body language when practicing empathy. By being aware of someone’s body language, you can pick up on subtle cues to help you understand their feelings.
Stay Professional and Composed: Maintain professionalism, even in the face of pushback. A calm and composed demeanor can help de-escalate tense situations and foster a more collaborative environment. Consider the potential outcomes of an argument.

Using these techniques, public insurance adjusters can advocate effectively for property owners while maintaining fairness in negotiations.

Author: Dick Wagner, Tactical Specialist

Alpha Omega Recovery, LLC Serving Naples to Sarasota