It's inevitable that catastrophe adjusters will experience psychological and emotional stress from their jobs. What's uncertain is whether or not they'll do something about it. Managing Editor Eric Gilkey recently interviewed Dr. Michael Birzon, a professor at the Florida Insurance University who will soon be teaching an online, two-hour adjuster continuing education course on understanding and addressing crises for catastrophe adjusters. It is being taught in partnership with the University of Central Florida.
What are some of the signs of adjuster burnout, especially in regards to catastrophe adjusters?
Catastrophe adjusters work in areas of high stress and consequently often exhibit symptoms of stress related “burnout,” including anger and resentment, isolation, extreme fatigue, loss of feeling for the victims, sleep disorders, headaches, stomach problems, marital and family problems, with a sense of helplessness. Adjusters can become incapacitated as the result of unmanaged stress.
How can listening to stories of tragedy affect a catastrophe adjuster?
A catastrophe adjuster should realize that listening to the traumatic stories of others puts the adjuster at risk for a reaction known as Vicarious Traumatization (VT). VT is the transmission of traumatic stress brought about by interacting with victims of trauma. It is a natural and inevitable response to spending significant time working with casualties of catastrophes.
Adjusters will have some kind of natural response to hearing tragic stories over and over again. As the result of becoming traumatized, the adjuster loses a sense of trust and safety and may begin to minimize important issues. Minimization occurs when the adjuster discounts the overall impact or seriousness of the things that someone is challenged to deal with.
What can a catastrophe adjuster do to better handle the psychological stress from their jobs?
Adjusters will often neglect themselves during high times of stress. Not obtaining enough sleep, eating on the run, and no exercise or time out. Conversely, taking time to care for yourself will afford you the energy and clear thinking you need to be effective in your work. Through all, you must remember, you are in charge of yourself and the choices you make will either benefit you in a positive or negative manner. You are your most important piece of equipment — maintain it!
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