So what sets an adjuster's teeth on edge? Let's explore an informal and highly subjective list I have composed:

1. Cheapskate insurance buyers. Some policyholders make insurance-buying decisions based on “the cheapest quote,” and then feign surprise when they don't get platinum claim service. Usually things are cheaper for a reason. If you check into a Motel 6 and pay a bargain basement price, then please do not whine because the hotel lacks concierge service and a mint on the pillow. When shopping for insurance, many accounts are “all about price.” When they have a claim, it is all about service. Sorry, but those two usually go hand-in-hand—in both claims adjusting and in other realms.

2. Instant claims experts. Likely culprits are brokers on commercial accounts who become “experts” on reserves 30 days before renewal. Let's ponder this scenario:  Broker Dopey pays scant attention to an account's loss runs until the expiration date of the policy looms. The underwriter quotes renewal terms, but at a 40-percent increase over the expiring policy. Startled and alarmed, the broker demands to know the reason. The underwriter points to a deteriorating trend of claim reserves. It dawns on brokers that incurred loss ratio actually does impact renewal terms and they announce that the case is over-reserved. Suddenly galvanized, the broker becomes an expert on claims and reserve-setting, advising the adjuster that the number is too high. The actuary looks at the same file and tells you it is under-reserved.