Adjusting to 6 Figures

Business Empathy in the face of Devastation: Connecting with Clients

Business empathy is perhaps the most important characteristic when it comes to being an insurance adjuster. As you navigate the delicate path of professionalism, you need to take the time to connect with your client, on a personal level.

Take the extra time to be sensitive to the situation that brought them to you; maybe they lost their home or maybe a piece of jewelry that is of great emotional value to them. Whatever the case, you must have the ability to balance your work while being their advocate. Without empathy, your client base will suffer.

What can you do to improve your ability to establish business empathy today?

Here are five traits of empathetic people that will get you thinking about how to improve your own skills.

  • Put Yourself in Their Shoes

It sounds primitive, but it works. When you look at the client’s file, don’t immediately think about your “to-do list”. First, think about how you would feel in a similar situation and how would you want to be addressed? Apply that to your handling practice.

  • Use Soft and Reassuring Words

Be positive, yet realistic and speak with kindness. This shows your client that you truly care about their current matter. As an independent insurance adjuster, you want your clients to feel that they matter to you, it will keep them coming back.

  • Let Your Client Know You Are There for Them

Making your client feels safe. Many times, after an accident or loss, people feel unsure or unstable. Give them stability by demonstrating your investment in their matter.

  • Recognize That You are the Answer to Their Problem

Their financial problem, that is. When it comes to financial loss, the insurance adjuster is who a client relies upon to rebuild. Show empathy, recognize their fear and uncertainty and work toward neutralizing it. Give your clients the space to work through their disappointment and then be there to support them.

  • After the Claim is Adjusted, Follow Up

Keep the lines of communication open. Show the client that this was a long-term investment for you. A happy client means more referrals for your business.

Personal connections can be difficult, especially when you are dealing with multiple clients. There are small steps to take to demonstrate business empathy and understanding. You need to remember, you have information that your client needs. After working with a few clients, being mindful of empathy, you will find that it is actually a natural approach to claims adjusting.

You are not just adjusting claims, you are solving problems.

Read: 3 Reasons to Become an Independent Insurance Adjuster


Jeremy Rettig

After discovering independent adjusting, Jeremy Rettig committed himself to becoming a student to the claims industry and a mentor to many.

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