Techniques for managing difficult claimants
Managing difficult claimants is part of the job for anyone who handles claims in a professional capacity. For the more seasoned professional it becomes second nature and is done well with little effort; however, challenging situations may still arise.
So what do you do when you are put in a situation where the claimant completely takes you by surprise? Simple! You take a step back, review the basics, and adjust your approach accordingly.
John Valeriote, executive general adjuster and director of Property Mediation and Appraisal Services at Crawford & Company (Canada) Inc., has vast experience managing challenging claimants and has valuable advice to offer. As both a claims and property appraisal professional, he has over 25 years of experience handling a wide range of claimants; arguably the most challenging have been those tied to his appraisal work.
In this paper, Valeriote provides insights and guidance on handling difficult claimants.