Unsung Heroes

Covid, the July riots, Durban floods and more recently the floods in the Western Cape (Hermanus and Standford) have once again highlighted the necessity to utilize skilled and competent loss adjusters to assist in the resolution of large and complex claims and, had it not been for these unsung heroes who toiled away behind the scenes, under immense pressure to conclude claims as swiftly as possible, several Insurers including their Policyholders would have found themselves wanting.

With claims on the increase in both frequency and severity, due to the rampant effects of greenhouse gasses and climate change, the time has come for Insurers to review and engage with loss adjusters who are capable and equipped to look after their blue-chip customers in their time of need, thereby setting a foundation for further and future collaboration.

Sadly for the Industry, the number of qualified and senior loss adjusters capable of dealing with the large and complex claims has declined significantly over the years and as these skills continue to dwindle, in the absence of a large number of intakes, more and more Insurers are entering into dedicated contracts with individual adjusting companies who are able to fulfil this role, safeguarding themselves against the inevitable rush on the market, when disaster strikes.

By entering these exclusive arrangements, Insurers can ensure that they contract and engage the best available skills possible and jointly establish contingency plans and claims procedures behind the scenes, with dedicate teams of qualified and experienced loss adjusters ready to spring into action and assist the Insurer and Policyholder, in times of crisis.

These suitably qualified adjusting companies and individuals should possess good professional, interpersonal and communication skills and be capable of dealing with high-pressure interactions. Good investigative, problem solving, and analytical skills are a must and in addition to a broad knowledge of a diverse range of industries such as construction, manufacturing, engineering, legal and accounting be able to effectively convey invaluable risk insights into a Policyholder’s business, to Insurers and readers of their report.

History dictates that a quick and effective response reinforces the relationship of trust, enhances the customer experience and more often than not results in the implementation of necessary and essential measures to curtail and/or mitigate any consequential loss.

In the months and years to come, the Insurance Industry is expected to be placed under the proverbial microscope, with consumers being given more of a voice and choice in the selection of a suitable partner to carry their risk. Service and response to claims is of paramount importance and finding and procuring a professional and qualified outfit of loss adjusters to aid the claims process, particularly when disaster strikes on a widespread basis, is vital to the success and longevity of any Insurer.

By building catastrophe models in conjunction with adjusters, Insurers can ensure that initial payments are made within hours of a review and an assessment of damage, aiding Policyholders in the re-establishment and resumption of business as quickly as possible and galvanize that very needed faith and service delivery that the consumers so desperately desire.

Storms are on the horizon, tools need to be sharpened and the best skills deployed when duty calls and the “heroes” spring into action.