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It can be challenging to please customers who have recently faced the loss or damage of their property, but fast action and precision is key to making sure they iron out the issues all together, resulting in complete satisfaction. Most companies need some help balancing their pile of customer cases. That’s why it’s important to partner with an insurance company adjuster who understands the importance of prompt, efficient adjustments. All these issues and more are discussed here at Adjuster Talk's Podcast with industry leaders.

Jun 11, 2020



Providing proper customer service in any industry is mandatory, but more so when you’re an insurance adjuster. Adjusters deal with clients who range from being annoyed to being at the lowest point of their lives, so it matters how we handle their claims from start to finish.


How soon should you respond to a claim request? What are some of the metrics you can use to calculate your response time? Should you provide customer service surveys?


In today’s episode, I share some of the steps you can take to make sure you’re providing proper customer service without sacrificing your business schedule. I describe what cycle time is and why it’s an important metric in our industry. I explain some of the factors involved when a claim becomes a bad experience for the customer. I also share how our business has fared during the lockdown and how we successfully implemented virtual adjusting.




"Cycle time is easily measured by an Excel spreadsheet."




This week on Adjuster Talk:


  • Why customer service surveys are important
  • Why Cycle Time is the key metric for insurance companies.
  • Relating customer service to cycle time.
  • Why you should get the claim off to a good start, even if it's a bad claim.
  • Why a claim can turn into a negative experience.
  • How you can perform virtual adjusting.
  • Managing our company’s cycle time during the lockdown.





Connect. Share. Inspire.


Thanks for tuning in to the Adjuster Talk podcast with your host, Jason Heenan! If you enjoyed today’s episode, please head over to iTunes to subscribe to the show and leave an honest review. You can also connect with us on FacebookTwitterInstagram, LinkedIn, and YouTube.