Who are you!?

Well, act like it!

You say you are a professional, but what is a professional? An insurance professional at that. Do you show up on time? Do you treat everyone with respect? Do what you say you are going to do? Stick to deadlines? Answer your phone when it rings? Return phone calls? Quickly?

Policyholders have certain expectations of those in the insurance industry. They expect you to look a certain way; mostly just well-put-together. Definitely not disheveled, tired or complaining. It is not your gender, color or race. Most policyholders are expecting someone to show up at their house that looks like someone they saw on a television commercial. Do you fit that part? Are you at least close? Do you present a well-put-together image?

As a Claim Professional, you are a direct representative of the agent that sold that policy and the insurance company that wrote that policy. You owe them the professional courtesy they deserve. Do you greet them with a smile and handshake? "Nice to meet you."

There is a contractual obligation to properly and thoroughly investigate their claim. Part of that is listening to them and explaining the process, no matter how long that takes. Go back and read my article "Three minutes is all it takes." People understand things at different levels, just like you do. Show some empathy, put yourself in their place for a minute. They don't know how this works, so explain it.

I am proud of our industry. Insurance is very necessary in our society. As adjusters -- I mean as Claims Professionals -- we get to deliver on the promises made to the policyholders.

There is a lot of emphasis on insurance, insurance claims, and insurance adjusters right now. This is our industry's time to shine.