Cream rises, hope floats, and poor performance … sinks the claim department. One key talent for effective claim managers lies in the ability to coach an under-performing adjuster or staff member. We have likely all known under-performers, either as peers or as reports. (Perhaps you have had a boss you would place in this dubious category!)

If you are a claim manager or supervisor with problem children on your staff, you must take action. You cannot pull up the covers and hope the clunkers take care of themselves. A key initial step is to identify where they need help and improvement. Is it in interpreting policy language and analyzing coverage? Is their knowledge of claim law deficient? Are they clueless on medical concepts and overlook talking points in arguing damages with claimant attorneys? Are they lazy negotiators who prefer “take it or leave it” offers because they disdain the ebb and flow of negotiation? Are the problems in work habits? Spotty attendance? Chronic tardiness? Disorganization and mismanagement of time? Then there are the “squishier” issues. These relate to intangibles, such as not playing nice with others, poor attitude, failure to mesh as a team player, and lack of initiative.

Problem employees may have more baggage than an O'Hare skycap, but the claim manager or supervisor must address these issues. Failure to do so will cause the department to limp along and will degrade its performance. It also may hurt the morale of the rest of the staff. Give an under-performing employee a chance to elevate his game; if he cannot raise his game, this may spur some much-needed introspection on whether he should seek work elsewhere.