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Taking It Personally

Although the term "complaint" has a negative connotation, an accurate gripe can actually be a good thing. If we have the willingness to listen, they can aid in our success by bringing harmful problems to light.

By Barrett A. Evans,CPCU,AIC | Updated on June 30, 2010
From first breath to dying gasp, complaining is among the most common of human activities. The mark of a healthy newborn is an immediate cry after birth; age and experience seem to do little to lessen the practice. The state of mind for even the wildly successful person is still often one of discontent. In the words of one rock star, “I can’t complain, but sometimes I still do.”

P&C losses can create a perfect storm for the complaints that are already such a part of human activity. An adjuster’s demanding schedule can try the patience. In addition to life’s usual irritations, insureds and claimants must also deal with the heightened financial concerns and potential physical pain that can accompany a loss.

Although the term “complaint” has a negative connotation, an accurate gripe can actually be a good thing. It can help identify an ineffective behavior pattern or practice, lead to an improvement in our operations, or provide an opportunity to salvage a relationship with a valued customer. If we have the willingness to listen, then these types of complaints can aid in our success by bringing harmful problems to light.

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