Burnout rates are an increasing crisis that the insurance industry must examine closely, according to recent findings from the Bureau of Labor Statistics.
“The BLS identifies burnout as inherent in the stressful nature of claim adjusting processes,” said Lee Fogle, vice president of Insurance Services Office. “High case loads are compounded by pressures to meet increasing regulatory requirements and by performance standards that often involve excessive clerical tasks.
“The current situation is not helped by the aging work force as a whole,” he continued. “The average age for claim handlers is currently over 40 and the BLS predicts that the need for new claim handlers will increase by 19 percent over the next 10 years.”
In response to the BLS statistics, ISO conducted a Measure of Excellence study at a major insurance company. The study has identified areas in which improved processes and technology can streamline claim management, reduce case loads, and lower stress for claim handlers. ISO highlighted some key elements for decreasing the likelihood of adjuster burnout, including improving the visibility of the claim process, establishing training programs, and evaluating claims more accurately and efficiently.
There are a number of remedies for employee burnout, according to Claims-Portal.com, an online resource for claim jobs and other information. Creating an atmosphere that promotes health and emphasizes balance can go a long way toward reducing stress. The site also recommends allowing employees to chat about matters unrelated to work as a means of decreasing tension.
Job diversity is important, particularly for employees who must perform repetitive tasks. This also can benefit employers by broadening employees' skills and making them more versatile.
Another way to avoid burnout is to increase the amount of control that an employee has in his work. An employee who feels that he has a choice in what he is doing, even if it is a small choice, is more likely to feel better about his job.
Lastly, Claims-Portal recommends appropriate staffing levels. “It is okay to ask your employees to give 110 percent occasionally, but not every day,” the site warns. In addition, companies need to provide competitive personal leave and vacation benefits, and remember to recognize and reward employees for their accomplishments and contributions.
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