First, do no harm: Don't add to the insured's burden after a loss

The December 2014 “Iconoclast” column by Ken Brownlee in Claims referenced mottos attributed to various professions and the basic “black box” tools of the respective professionals (a worthwhile review of claim handling basics for any adjuster or manager). The motto, “Do No Harm,” was attributed to physicians. However, it rekindled a memory from many years ago when a claims consultant ended a “plan of action” discussion with a young adjuster by saying, “Let’s not help put the insured out of business!” For this author that meant, “First, do no harm.”

It is easy to overlook how one’s adjusting skills, or any lack thereof, knowingly or unknowingly, could have such implications for an insured. Adjusters strive to be highly skilled and aspire to be all knowing in order to properly and professionally investigate, evaluate and settle claims with fair and reasonable results, but mostly from the insurer’s perspective.