Can adjusters become innovators?
Insurtech and the claims process are evolving and adjusters are often the first to identify problems and offer solutions.
For the preoccupied adjuster flooded with claim assignments, there has been a mystery associated with the industry term “insurtech.” And if that describes you, this combination of words revolves around technological innovations aimed at improving the efficiency of the insurance world. Insurance plus technology equals “insurtech. Or sometimes, let’s spell it “InsureTech.” Seems simple enough, right?
Entrepreneurs see dollar signs in the insurance industry and develop the next impactful idea, ready to take the market by storm. However, claim adjusters sit back and concentrate on their own duties. Despite having insurance knowledge and working in the space 40 hours a week, they may lack the energy to engage or perhaps cannot compete with the excess financial resources held by the entrepreneurs.
Still, adjusters can begin on the job and be innovative. According to Merriam-Webster, innovation means a new idea, method or the introduction of something new. Just starting in familiar territory at the claims level, there are several options to get involved. If your passion lies in this field, look around at your daily processes (and inconveniences) for ways to make your claims day easier. Speaking to your manager about current needs may also provide some clarity.
A prior supervisor of mine used to say, “see a problem, fix a problem,” in encouraging us to be creative. One should never remain complacent in clinging to the dated ways we complete everyday tasks.
Often, when new claims software is introduced, adjusters are the first test in identifying the good and bad of these expensive initiatives. How many of us have been frustrated that we cannot set diaries as we did in the past? Or, perhaps we cannot issue payments with the same ease of a more straightforward system. Carriers often welcome feedback to update software for subsequent improvements.
Claim adjusters typically have worked at multiple carriers and therefore know the ins and outs of claim systems. For example, we focused on timely claim settlements at a large carrier. When I contributed a new idea to improve settlement efficiency, I received a certificate and gift card for my ambition.
Similarly, innovation can also include training your colleagues in your area of expertise. We all come from diverse backgrounds and experiences, which may benefit others on the team. As an example, when I arrived at a carrier needing assistance with the specialized handling of rental car liability claims, I designed a program to enhance team capabilities in this coverage area.
Think about where you excel and how this can assist your company while garnering you some personal recognition. By the same token, brainstorming ideas with teammates during file reviews and roundtables may also spark innovation. There may even be job postings within your organization regarding this career path, such as business consulting or lean/continuous improvement roles.
Aside from your claims desk, how can you get involved in the insurtech community if you’re not currently a participant? Join in or follow discussions on LinkedIn. There are many important players from which to learn. Patrick Kelahan, a.k.a. The Insurance Elephant, is a former claims manager who has switched gears. His frequent posts may be useful to adjusters as his customer-first vision is a unique reminder to all innovators. Tony Canas, the co-founder of Insurance Nerds, is another excellent starting point and someone to follow as you transition from the carrier side. Finally, author and insurtech advisor Bryan Falchuk is an essential follow when easing into the community.
Additionally, various websites and newsletters track the latest news in insurance innovation. Conferences happen often and greet new members with open arms. For example, Insuretech Connect is a yearly event in Las Vegas that focuses on the future of insurance and is dubbed the world’s largest gathering of insurance leaders (vegas.insuretechconnect.com). On the international scene, one such example occurs in the fall in Vienna, Austria, called The Magic of Innovation: Insurance Innovation Day (magicofinnovation.eu).
Whether being active within your claims department by fixing the obvious or your fascination lies in being more involved in the insurtech platform, the opportunity is there to get your feet wet. While tech entrepreneurs possess the capital, as adjusters, we are battle-tested. We have years of real-world experience in successful adjustments and reducing the cycle time of a claim.
With experience at your disposal, there is no reason for the adjuster to hold back ideas any further as we continue on the path to claims digitalization and artificial intelligence. With your visibility as an adjuster, I encourage you to be curious, seek new opportunities, and question the inefficiency of our current processes.
Chris Casaleggio is the author of “Adjusting” to a Career in Property & Casualty Claims. His book, available on Amazon, offers a positive outlook on the claims profession, ways to combat stress, and tips to succeed as an adjuster. Contact him at CCasaleggio@h2m.com.
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