Since 1996, Carl Van has been exhorting claim adjusters to strive for excellence. In that year, Claims published “The 8 Characteristics of the Awesome Adjuster,” co-authored by Van and Sue Tarrach, assistant vice president of CalFarm Insurance. The article became an industry staple, with more than 70,000 reprints being shared worldwide.

The article created interest in less-focused-upon areas of adjuster's success, most notably, customer service. Brad Baumann, then executive vice president of International Insurance Institute, supported the development of a high-level customer service training program based on Van and Tarrach's concepts. Since its first offering in 1998, it has been one of the institute's most popular courses. More than 22,000 claim people, from more than 70 insurance companies in the United States and Canada, have attended one of the 750 sessions.

Van, who is president and CEO of the institute, writes from experience. Since joining the claim industry in 1980, he has been a claim adjuster, claim supervisor, claim manager, division claim manager, and regional manager over claims, loss control, and premium audit. This month, Van reassesses just how awesome adjusters can be. Turn to page 16 for the first installment in his eight-month series.