Protecting the mental health of insurance responders

Insurers are no strangers to mayhem and destruction, however, the constant exposure to these types of incidents can create a stress response in those on the front lines of a loss. This week’s Insurance Speak podcast looks at the role of empathy and trauma-informed care for policyholders and the professionals who interact with them during the claims process.

Mark Debus, clinical manager of behavioral health with Sedgwick, discusses the impact of trauma response and compassion fatigue on those working in and around the insurance industry.

Insurance adjusters, restoration companies and other parties involved in assessing and responding to damage in the aftermath of major weather events, wildfires, mass shootings and incidents see policyholders during a difficult time of their lives. The human and physical toll of these occurrences on the professionals arriving in their aftermath cannot be underestimated.

These jobs are demanding, and repeatedly expose individuals to destruction, emotionally-charged situations, physically dangerous environments, and sometimes, even death. Ignoring the stressors and the physical response to them can be extremely detrimental for individuals over time.

Debus explains that following a mass casualty event, there is a second wave of individuals who are impacted by their interactions with people including first responders, hospital staff, counselors and others. A third wave encompasses those involved in the aftermath such as insurance call center operators, claims adjusters and restoration companies.

Because adjusters and others are responding to a wide variety of losses, it is not unusual for them to experience physical, mental or emotional symptoms related to what they have seen or heard. Debus says these symptoms can include anxiety, difficulty sleeping, a lack of motivation, feeling overwhelmed or intrusive negative thoughts. This trauma can result in absenteeism and missed deadlines, and affect personal and work relationships.

For insights on what to do if a friend or co-worker is struggling and better understand the impact of secondary stressors, listen to the podcast above or subscribe to Insurance Speak on Spotify, Apple Music or Libsyn.

Related:

Preparing for the future world of risk

Empathy & the adjuster: The value of trauma-informed care in insurance