September 28, 2022

Book Review: Redesigning the Claim Experience for a Customer-Centric Focus

Successful Adjuster’s Playbook: The Secret Skills for Providing the Best Claims Experience by John Bachman, Stanley Crew Publishing LLC on behalf of IA Path LLC, 2021.

I recently read a book I bought during the Winter, Successful Adjuster’s Playbook: The Secret Skills for Providing the Best Claims Experience by John Bachman. Bachman has a claims background and serves as an agent and marketing leader at Norwood Insurance in Groveland, Massachusetts.

In February, I was at my YMCA, swimming laps, listening on Aftershox waterproof headphones to a podcast interview with John Bachman, who mentioned his recent book, which intrigued me. (My shelf of on-deck books-to-be-read rivals the Tower of Pisa). But this summer, I read Bachman’s book and enthusiastically recommend it. I cannot do justice to all its content. Let me highlight notable themes from this slim (143 pp.) but substantive volume.

Are Claimants “Customers”? 

Bachman maintains that adjusters should treat third-party claimants as customers. As a testifying claim expert, I resisted this, but I understand his point. From a legal standpoint, he’s not suggesting that insurers owe third-party claimants the same duties they would owe a first-party policyholder. He endorses adjusters viewing third-party claimants — not in a reflexively adversarial context but treating them as if they were customers, even if that may be a hard sell. We associate customers with people who have bought our services or are in a contractual relationship with us.

A third-party claimant does not fall into that category. However, every third-party claimant is a potential customer, which I will return to shortly.

Bachman candidly recognizes the benefits and stresses of a life and career in claims. Burnout is an inherent occupational risk. “Claims in and of themselves are extremely stressful and emotional. People file claims because something bad just happened in their life.”

That is an understatement! For that reason, Bachman endorses adjuster self-care and stress management: mindset, relaxation, proactivity, reliable diary system, block scheduling diet, sleep, and so on. Not enough attention focuses on adjuster wellness, the foundation for doing a good job.

Claims as a Profit Center: Legit or Bad Faith Recipe?

Another theme is recognizing that the Claim Department can be a profit center for an insurance company. This idea surfaces in many bad faith claims where I serve as a testifying expert. A school of thought persists within the bad faith bar that it is improper for management to view claim departments as profit centers.

This criticism may be valid if “profit center” means boosting financial results by delaying, denying, or underpaying legitimate claims.

That said, the idea of the Claim Department as a profit center has a different, positive connotation. This paradigm is one of a Claim Department and its adjusters delivering such a high level of service that third-party claimants, i.e., noncustomers, gravitate to the insurance company because of how well the adjuster treats them. They listen. They care. They communicate. They follow through and do what they say they will do.

In other words, view third-party claimants as potential customers and deliver such a positive claim experience that—at the next renewal—the claimant will move their coverage to XYZ Insurance Company. Or, they may ask their agent for a quote from that carrier due to the positive afterglow from the claim experience.

The profit-from-service model is a legitimate way to view claim departments as profit centers. Bottom line: the idea that a claim department could be a profit center is not inherently evil or dysfunctional (or good). It depends on how insurance companies intend to use Claim Department to achieve those profits. If they do so by delivering platinum customer service, reinforcing the insurer’s brand, service reputation, and word-of-mouth recommendation, additional business growth and profits should follow.

Adjusters are the Promise-Keepers

In the words of claim expert Chantal Roberts, author of the excellent book, The Art of Adjusting,

Adjusters are the tatted-up, motorcycle-riding, leather-jacket-wearing outcasts of the insurance industry. We’re the first ones whose department experiences a hiring freeze; we’re the ones who have double the amount of work because of said hiring freeze. But we are the promise keepers. Agents sell the promise. Underwriters frame the promise. Compliance people make sure everyone is keeping the promise in metrics and figures. None of them keep the promise. That’s the adjusters’ job.

Soft Skills are HARD!

Bachman concedes that his discussion focuses on so-called “soft skills.” But he points out that soft skills can often be hard to acquire. Let’s not denigrate them for being “soft.” The higher one goes in a claim organization’s hierarchy, the more soft skills matter versus technical expertise. Managers and supervisors need technical knowledge and, increasingly, facility in listening, empathy, diplomacy, and emotional self-control. These “soft skills” are hard to perfect and are underrepresented in claim management discussions.

Bachman’s book reinforces the truism that “people don’t care how much you know until they know how much you care.” That said, successful claim professionals must blend technical expertise with the soft skills of empathy, listening, communication, conflict resolution, de-escalation, emotional self-control, and so forth.

A Book for all Experience Levels

I highly recommend the Successful Adjuster’s Playbook to any claim professional, whether they are newbies, mid-career persons, or seasoned veterans. Bachman’s book is practical, highly readable, and can be finished in one sitting. He sets the service bar high, viewing the claim profession as not just a job but a calling.

Let’s hear it for “The few, the proud, the . . . claim professionals!”

(To order the book, go to


Thanks for reading. I am an insurance consultant who helps clients assess claim-handling and improve outcomes through expert evaluation and testimony in high-stakes insurance disputes. I am particularly interested in optimizing claim professionals’ productivity, litigation management, and expert witnessing. If you have a comment or a request for a future topic, don’t hesitate to get in touch with me at

Why Cutting-Edge Tech Can Produce Bleeding Edge Bad Faith Claims (Podcast)

Beyoncé, with whom I share the same birthday (September 4th), is reportedly upset that downloads of my podcast interviews erode her sales and market share.

What follows is a link to Part Two of an interview I recently gave to Bill Auten for his excellent “Daily Claims” podcast:

I cover the following topics that may be of interest to claim professionals, whether newbie, midcareer or veterans:

  • Tips on how insurers and adjusters can prevent bad faith claims
  • What bad faith risks facing independent adjusting companies and adjusters
  • How insurers can invest in continuing education to avoid bad faith claims
  • Why increasingly sophisticated technology is a double-edged sword for claim professionals
  • Claim implications – – good and bad – – of artificial intelligence

As Fall approaches, pour yourself a pumpkin spice latte and invest a few minutes, drinking in the insights and opinions from this conversation!

Common Bad Faith Landmines – Reflections of an Expert Witness

Recently I had the pleasure of being interviewed by Bill Auten, an independent adjuster in New York State, for his excellent “Daily Claims” podcast.

(It’s available free on Spotify at

If you work in claims, you’ll enjoy this episode, where I cover:

  • What does an expert witness do?
  • What skill sets does an expert witness need?
  • Making the transition from being an insurance practitioner to monetizing knowledge as an expert witness.
  • The biggest bad-faith landmines that trip up adjusters and insurance companies.
  • Do independent adjusters have risk exposure to errors and omissions claims?

This is part one of a two-part interview, so stay tuned for Part Two to drop on or around Thursday, September 1st.

Every claim professional has a story about how they ended up working in claims. Most did NOT do it as part of a career plan but often became “accidental” adjusters and claim professionals.

What’s your story behind entering the claims business?

Experts — Beware the Dark Side of a “Can-Do” Attitude

“Sure, I can take this case!”

“You need the materials reviewed and the report finished in eight days?  No problem!”

As an expert witness or insurance consultant, you may feel you can accomplish anything you set your mind to.

Good for you!

Beware, though, of the Dark Side.

Do you want to accept a short-fuse big project if you lack the time and resources to devote to it?

Will the extra effort required to meet a tight deadline erode your discretionary time or compromise the bandwidth needed for your other pending cases, and personal and family commitments?

Early in my (unplanned) career as an expert witness, I accepted a bad faith case in mid-December with an expert report deadline in early January. I spent most of my Christmas vacation (sic) with banker boxes full of materials, struggling to hit the deadline. I met the deadline but resolved then that I would ALWAYS ask counsel during the initial phone call, “How extensive are the materials that need to be reviewed?”

All it takes is spending Christmas break or a Thanksgiving with case materials before you learn that lesson the hard way. That’s why this advice comes from a place of humility because yours truly has made the mistake of overcommitting more than once.

But if you can’t deliver, or deliver a half-baked work product, an attorney or law firm may badmouth you later.

And you may not even be aware of it, as new case assignments taper to a trickle.

Word-of-mouth works both ways. It can boost your practice or kill it.  It’s a double-edged sword.

December 2004. I accept a bad faith engagement with a January 5th report deadline. I had neglected to ask about the volume of case materials and receive two bankers’ boxes. I spend Christmas break plowing through documents and drafting a report to hit the deadline.

November 2008. I take on a Florida bad faith case on behalf of an insurer. While working on the case and preparing the report, I come down with what I think is the flu. Eventually, however, it morphed into symptoms of progressive numbness and tingling in my feet, legs, hands, and arms. I have difficulty walking.  No flu ever felt like this.

My wife and kids beg me to see a doctor.  I hold them off until I can put the finishing touches on my Rule 26 report. Only then do I relent and go to the nearest hospital, which admits me and diagnoses my condition as Guillain-Barré syndrome. I receive intravenous immunoglobulin (IVIG) therapy and am hospitalized.

I’m ashamed to disclose these vignettes.  I prioritized my “professional” responsibilities as an expert over (a) my family during Christmas and (b) my health. It pains me to look back, reflecting on choices I made to prove to myself or others that I was a “can-do” expert.  Ego is the enemy.

We all want a “can-do” attitude that characterizes go-getters.

But significant downsides confront insurance experts and consultants who overreach, unable to deliver the quality products they are capable of and that the client deserves.

Sometimes, the best answer, in the long run, is, “No thanks!”

Action Steps:

  1. Ask the prospective client for 24 hours, allowing you to step back, look at your calendar, and the range of your upcoming commitments (personal and professional), sleep on it, and get back to them as to your availability.
  2. “Commit in haste — repent at leisure.”
  3. Trust your gut if the engagement isn’t in your subject matter wheelhouse.
  4. Don’t be afraid to say, “No thanks!”
  5. If the case isn’t a good fit, recommend another expert, like another AAIMCo member!


Thanks for reading! I’m an insurance consultant who helps clients assess claim-handling and improve outcomes through expert evaluation and testimony in high-stakes disputes. I’m particularly interested in claim productivity, claim processes, litigation management, and expert witnessing. If you have a comment or a request for a future topic, please contact me at


If Insurance Claims Ran Like Airline Schedules . . .

“In light of frequent airline delays and cancellations, please arrive at the airport three hours ahead of time…”

Whoa….! Wait …what?

Does this make sense?

Lemme’ get this straight: get to the airport three hours ahead of your scheduled departure to hear XYZ airline announce that the flight is 2-3 hours delayed or, better yet, canceled.


Why waste three hours at the airport when you can waste . . . five, six, or more?!

Wouldn’t it make more sense to delay getting to the airport based on an expectation that your flight will be delayed or canceled?

In an insurance claim context, it would be like the following. Your policyholder has suffered a hail, fire, or windstorm loss. You have scheduled an appointment to meet with them to inspect the damage at, say, 3 PM. But because you are running behind, you recommend that the policyholder take off work and be ready at noon.

Any customer policyholder would say, “WTF?!”

Or say that your doctor is running an hour behind in scheduling. The medical office directs you to be in the Waiting Room two hours early in light of your doctor running behind. Just in case.

(Don’t forget to bring your insurance card. Remember also to fill out and bring the forms from our patient portal!)

If I ever write a book on business air travel, the title will be, “Every flight is on Time – EXCEPT When You Get to the Airport.”

You’re told to check with your airline in advance. But invariably, when you log online, you’re told that your flight is on time. So, you dutifully report to the airport in advance, and then and only then do they feed you the truth, one crumb at a time.

“The delay is 20 minutes. No, make that 40 minutes. No, make that 90 minutes….”

“Oh, so sorry, the flight crew has maxed out its shift in the flight is canceled. We might be able to book you on something tomorrow morning, leaving at 6 AM. Would that be fine?”

Doomsday “preppers” recommend preparing a “bug out bag” with three days of survival supplies such as food, water, medications, etc., in case of emergency or a Zombie Apocalypse.

Perhaps airline passengers should consider the same before the three-hour pre-flight arrival time.

For now, however, I’m not taking any chances. I’m going to wrap up this post because I’m on my way to the airport for a flight scheduled for departure. . . on Friday.

What is YOUR “favorite” airline delay story?


Thanks for reading. I am an insurance consultant who helps clients assess claim-handling and improve outcomes through expert evaluation and testimony in high-stakes insurance disputes. I am particularly interested in optimizing claim professionals’ productivity, litigation management, and expert witnessing. If you have a comment or a request for a future topic, don’t hesitate to get in touch with me at

Insurance Defense Attorneys – Avoid DEFCON-3 Through Situational Awareness

Astute attorneys who do coverage or insurance defense work vigilantly monitor their business environment and potential threats to their flow of cases from adjusters and other claim professionals.

Various “trigger events” can be yellow (or red) flags portending jeopardy in your business relationship with an insurer or its claim staff. Examples:

• New claim management or personnel bring with them from a prior job new preferences in outside law firms;

• The insurer undergoes a “reorganization,” which shakes up reporting relationships or imposes new cost-cutting criteria that could risk future outside counsel assignments;

• The insurer closes its claim office in your territory, “regionalizing” in the interest of consolidation and cost-cutting;

• The insurer decides to handle more legal work in-house, hoping to trim costs and increase control;

• The insurer creates a “captive” law firm to handle legal needs, legal needs it once farmed out to the likes of YOU!

• The insurer reports negative results and is in financial straits, triggering a new round of draconian steps to trim costs – like legal fees.

View any of these developments – and countless others – as trigger events that could upset your relationship and flow of cases. The point is not to be paranoid. (Although Intel’s ex-CEO Andrew Grove famously said, “Only the paranoid survive.”) The implications are twofold.

First, be aware and sensitive to changes in your external business environment, not just yours but – perhaps more importantly – changes in the insurer’s environment.

Second, proactively contact clients to address concerns before situations reach the DEFCON-3 stage, before you get a phone call or letter saying, “We will not be able to use your services anymore due to …”

Watch for “trigger” events and act on them.

Maybe then you’ll see fewer clients and sources of business pulling the trigger (or trapdoor) on you!


Thanks for reading. I am an insurance consultant who helps clients assess claim-handling and improve outcomes through expert evaluation and testimony in high-stakes insurance disputes. I am particularly interested in optimizing claim professionals’ productivity, litigation management, and expert witnessing. If you have a comment or a request for a future topic, don’t hesitate to get in touch with me at

Busting the Bad Faith Myth of Adjuster Bonuses….

The following URL should lead you to a PDF of my article in the latest issue of CPCU INSIGHTS, the quarterly publication (and this month’s cover story) of the CPCU Society and Insurance Institute of America.

We tackle the common myth embraced by many consumers and bad-faith attorneys that adjusters somehow receive a financial bonus for underpaying claims. A corollary theme advanced in many institutional bad-faith cases is that adjusters should simply never be bonus eligible because of the bad-faith problems.

This article refutes those notions and events as reasons why, if anyone deserves bonuses, it’s the claim professionals and all of the challenges that they must encounter and navigate in the course of their work.

Raising a toast to adjusters and every hard-earned, well-deserved penny that they garner from what they have to put up with!

The Adjuster as Cognitive Athlete: G-Y-M or I-C-U?

Claim professionals at the top of their games need a base of physical fitness as well as mental acuity.

Claim professionals, as knowledge workers, are cognitive athletes. An oft-overlooked dimension of adjuster productivity is health and fitness.

Invest in your health, not just to perform as a cognitive athlete, but to boost your odds of longevity and functionality.

Your greatest ability is your AVAILability.

An active lifestyle, investing in your body and fitness, is a golden daily investment. Good health is THE foundation for your ability to do your job at a top-level.

You cannot adroitly handle claims or other people if you feel crappy. Deciding on how to embrace a daily, keystone habit of fitness is up to you.

It’s a lifestyle, not a “program.”

I work out 40-50 minutes a day to forestall the inevitable.

I start each morning with a short bike ride around my neighborhood before circling back to pick up my newspapers. (Remember those?). After breakfast, I walk my two dogs — a hound and a Rottweiler. Then, 2000 meters on a Concept2 ERG. Later in the day, maybe 30 minutes of Pickleball with my wife Jane or with neighborhood friends. Or a lap swim. Or a walk/jog ramble on trails at Pocahontas State Park. This gets me to my “minimum daily dosage” target of 40 minutes of aerobic activity. These are sprinkled throughout the day — some in the morning, others after work, and a few mini-workouts during work breaks.

I hit the G-Y-M (at home) to delay the day when I’ll need an I-C-U.

There are no guarantees. But I’m playing the odds.

Warren Buffet at 91 eats cheeseburgers and sucks down Cherry Coke. Amazing, and good for him.

You can do the right things (diet, exercise, sleep, etc.) and still gork out, like Jim Fixx. Or avoid fitness and live to be a nonagenarian like the Oracle of Omaha.

What do you do today to benefit you tomorrow?


Thanks for reading. I am an insurance consultant who helps clients assess claim-handling and improve outcomes through expert evaluation and testimony in high-stakes insurance disputes. I have a particular interest in optimizing time productivity among claim professionals, litigation management, and expert witnessing. If you have a comment or a request for a future topic, please contact me at

UNSUBSCRIBE!! Get Off Email Lists or Re-Route Sales Pitches

One source of productivity drag and friction is the clogging of your Inbox with email you don’t need.

Claim professionals at all organization strata get their names on all sorts of mailing lists – both email and hard copy mail. These might be mail from trade journals, defense attorneys, structured settlement firms, surveillance outfits, rehab specialists, engineers, coverage lawyers, conference organizers on topics of little interest or relevance.

Social media is another culprit. LinkedIn can be another source of unneeded spam-like email. (I understand that Hawaiians consider SPAM a delicacy,
but here I draw the line.) Whenever I receive a LinkedIn contact invitation from someone I don’t know whose job title involves marketing, production, and so on, I generally decline.

I also bristle when someone unexpectedly sends me a LinkedIn connection request, I accept, and their first DM to me is . . . a sales pitch. Or, ”When would be a good time for a call to learn more about your business?” “Uh, well … NEVER!”

Enough of that! That is typically when I drop them as a LinkedIn contact.

One way to save time and slim down your In-Box is to squelch these.

At least most of these lists are free but, in terms of your time, they exact a cost. Though they may cost no money, they bleed time: time to read and keep up with discussion threads, time to scan them to see if they still hold your interest, time spent managing email, playing digital Traffic Cop, time spent printing out and archiving posts you want to save. In isolation, none of these tasks consume a lot of time.

Taken together as a daily activity, though, such practices exact an opportunity cost in bleeding from you time that you could spend more fruitfully on other projects, files and initiatives.

Unsubscribe to mailing lists that are no longer find value-added or would just take too much time to keep up with. Every email list serve typically includes instructions for how to unsubscribe.

Then there is the more obvious spam consisting of purported cures for erectile dysfunction, hot stock tips or the deposed King of Nigeria who wants you to hold $5 million for him in trust. Any email that you are confident that you don’t need to see should be nuked. In MS Outlook, there are a few ways to do this. One way is to open the email, then look for a button that reads “BLOCK SENDER.” Press that and the email will no longer clutter your In-Box (at least email from that particular address – spammers are resourceful in generating mail from multiple and shape-shifting addresses.

Another tip: highlight that email, right-click your mouse and look for an option reading, “Create Rule.” This will let you direct that any such future email message goes directly to your DELETED folder trashcan.

If you still have an interest in the newsletter or mailing, create a separate folder and a rule to reroute such incoming email to that location. That way, it acts as a holding pen for materials that you want to read but don’t have any urgency attached to them.

Another approach: have multiple, “dummy” email addresses (such as through gMail) and use those when you sign up for “free” webinars, white paper downloads, and other deliverables offered to you so that vendors can capture your contact information for future marketing efforts.

For each email you receive, ask yourself, “Do I still really want to remain on this mailing or marketing list?”

If the answer is “no,” unsubscribe puts your inbox on Slim-Fast and tapers the time wasted by scrolling through and triaging incoming email.

This step won’t solve the email overload problem. There is no one single magic bullet solution to slay this productivity beast. (Stay tuned for other tips in future posts.) It will take more than one arrow to slay the email beast and unlock your next-level productivity, but this step will put you on the right trajectory.

What tools work for you in minimizing the amount of unwanted, unsolicited email vying for your attention in creating distractions?


Thanks for reading. I am an insurance claim consultant who helps clients assess claim-handling and improve outcomes through expert evaluation and testimony in high-stakes insurance disputes. I also have a particular interest in optimizing time productivity among claim professionals, litigation management and expert witnessing. If you have a comment or a request for a future topic, please contact me at

“May I place you on hold…?”

You call a lawyer’s office, another claim unit or a medical practice.

You hear, “May I put you on hold?”

How often do we hear that question when we call someone with whom we need to speak? It is annoying because it often signals that the outfit you are calling is understaffed at the intake stage.

What is worse is when you are put on hold and stuck listening to Muzak interminably, wondering if anyone remembers you or has forgotten that you are camped on hold. They likely have no idea that you’ve been waiting on hold now for 17 minutes. You don’t even have the benefit of one of those recorded messages that tech companies play when you call customer support (sic): “Your estimated waiting time is XX minutes.”

At least that calibrates your expectations a bit, like the signs in front of popular rides at Disney theme parks which state, “30-Minute Wait from This Point.”

Camping on hold is not only frustrating, but it’s futile.

Further, I loathe the recordings that tell you that wait times are prolonged because “of an unusually high call volume.” When you consistently call, and invariably hear that pre-fab bleating message, you start thinking it can’t be “an unusually high call volume.” If it happens all the time – every time YOU call – then it’s no longer “unusual.” It’s the New Normal. Staff up for it!

But, like the airlines, it’s easier to tell customers that the blame lies with them (i.e., too many callers/customers or not getting to the airport early enough) than it is to hire enough staff to service incoming calls.

But, I digress.

Another circle of phone caller hell for claim professionals materializes when you are put on hold interminably – Perma-Hold — then hear a click and a dead line. Not only have you been put on hold, but now you have been cut off. So you must repeat the process again, start from scratch and go to the end of the queue.

Having fun yet?

Here are some responses and tactics when you are asked, “May I put you on hold?”

Answer #1. “No thanks…”

This is the Nancy Reagan, “Just say no” tactic. This is bold and entails risk. The other party may still put you on hold anyway. They may decide that you are a jerk. Chances are they are asking you only as a (pseudo) courtesy. They intend to make you sit in hold purgatory anyway. I confess I rarely say this, but I’m often tempted to. Try it and see what response you get.

Answer #2. “Yes – but just for a minute…”

This signals that you want the receptionist to check back with you promptly. Of course, whether they do so or not is another story. Part of the frustration of perma-hold is wondering, “Does anyone still remember that I’m here? Have I been cut off and will I have to call again and begin the process all over again?”

(I’m reminded of Lewis Grizzard’s book, When My True Love Returns from the Powder Room, will I be too Old to Care?)

No harm in asking.

So agree to be placed on hold, but attach a condition. State that you are willing to sit on hold IF they promise to check back with you in a minute. Good luck!

Answer #3. “ONLY if you check back with me every two minutes …”

This is a variation on #2. You want the person to check back with you periodically, hopefully to report the progress they are making in getting your question answered or your needs addressed.

Answer #4. Put your phone on SPEAKER mode and work on some small task while you wait.

This way, you can go about your business getting other work done while you are on hold. Yes, it is annoying listening to muzak, but at least this way you can work the keyboard, pull the next file to work or answer a question from the adjuster who has just stopped by your work station. The downside of this technique is that it requires that you stay within earshot of your phone receiver, lest you miss the other party when he or she comes back on the line. If they come back on line and you are gone, temporarily out of earshot or if you respond too slowly, they may infer that you have left, will hang up, in which case you will have to restart the process all over again.

So if you switch to speaker phone, just remember that you are on hold. You cannot get up and walk down the hall to compare notes with another adjuster. You can’t go to the break room to choose between M&M’s and crackers at the vending machine. You are anchored. Grounded.

Answer #5. Get a phone headset for that lets you be hands-free and do other things while waiting on hold. With a phone headset, you can be on hold, hands free. With a cordless headset, you are even free to head down the hall, check out the vending machine or stroll by the fax machine. Of course, you may get some funny looks from co-workers who are not used to seeing you walk around with a headset. The first time I did it, co-workers would playfully comment, “Hey Kevin – Beam me up!”

Others would ask, in false singsong accent, “Welcome to Dell Customer Support – may I help you?”

Getting through to the right person often helps investigate a claim, evaluate facts or negotiate case resolution. With so much business being done by phone these days – like it or hate it – the effective claims person must have an arsenal of tips and tricks to use to thwart delays and to minimize non-productive “on hold” time. Use these five tips to maximize your productivity when being put “on hold.”

Now, if you’ll excuse me, I’m on hold …


What tips or tricks have YOU used to minimize wasted time spent camping on hold? Please add comments below!

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