Each interview lasted an hour or so, and in each one I asked the adjuster how he did his job from first notice of loss to closure of the claim. In at least one instance, the process seemed just as useful to the adjuster as it was for me.

“I never really sat and analyzed how I handled a claim before, so it was an interesting exercise after so many years to think, 'Well, how do I do that?'” said one adjuster. “I tell people how to do it, but I have rarely asked myself 'Why?'”

At other times, there was humor to be found in the juxtaposition of responses between two different sources answering the same question.

When asked about the role of technology in his job, one adjuster cheerily responded, “Technology helps, as there is much more information available to me to do my job and help the customer. We are much more available with cell phones, and technology also provides us opportunities to work from home.”

Posing the same question to a different adjuster resulted in a slightly more pessimistic view of how technology affects his daily duties.

“Technology is good for the adjustment process, but it makes us work longer days,” he said. “We get calls at night and on weekends with people saying, 'I just emailed you something; can you please take a look at it and tell me if you are in agreement with it?' I think technology raises the expectations of everybody, and instant gratification is almost required. I never would have thought that I would be working 24 hours a day, seven days a week.”

Jane Goodall I am not, but it was a unique experience to connect so honestly and directly with these hardworking professionals in their natural environments. I learned a lot from them, and I hope you do, too.