When we think about what it takes to be a successful insurance adjuster, the first things that come to mind are usually technical skills: understanding policy language, estimating damage, and knowing the ins and outs of claims management software. While these skills are undeniably necessary, there’s another skill set that is just as critical but often overlooked—soft skills.

In an industry where adjusters are often interacting with individuals who are going through some of the most stressful times in their lives, having strong communication, empathy, and conflict resolution skills can make all the difference. The ability to build rapport, manage difficult conversations, and handle sensitive situations can set great adjusters apart from good ones.

Why Soft Skills Matter

At its core, adjusting is a people business. Whether you’re meeting with homeowners, business owners, contractors, or other stakeholders, you need to be able to communicate effectively, show empathy, and resolve conflicts. This is especially true in situations where emotions run high, such as after a catastrophe or significant loss.

• Communication: Clear, respectful communication is key to avoiding misunderstandings and ensuring policyholders feel heard and understood. Adjusters who are skilled communicators can explain complex policy details in a way that’s easy to grasp, helping to set realistic expectations and avoid confusion.
• Empathy: Showing empathy is crucial when dealing with individuals who have just experienced a loss. Whether it’s damage to their home, business, or personal property, these losses can be deeply emotional. An adjuster who demonstrates empathy can help to ease a policyholder’s anxiety and build trust, fostering a more productive and positive interaction.
• Conflict Resolution: Not all claims go smoothly. Disputes over coverage, settlement amounts, or the claims process itself can lead to difficult conversations. Adjusters who possess strong conflict resolution skills can de-escalate tense situations, find compromises, and work toward solutions that satisfy both the policyholder and the insurance company.

Tips for Building Rapport and Managing Difficult Conversations

1. Listen Actively: Listening is more than just hearing words; it’s about understanding the underlying emotions and concerns of the policyholder. Active listening shows that you value their input and are genuinely invested in helping them. This can go a long way toward building rapport.
2. Acknowledge Emotions: It’s essential to recognize the emotional aspect of a claim. Saying something as simple as, “I understand this is a stressful time for you,” can show empathy and let the policyholder know you’re on their side. This helps to defuse tension and create a collaborative environment.
3. Set Clear Expectations: From the very beginning, it’s important to set clear expectations regarding the claims process, timelines, and possible outcomes. When policyholders have a realistic understanding of what to expect, it reduces the chances of disappointment or frustration down the road.
4. Stay Calm and Professional: In the face of conflict or heightened emotions, remaining calm and composed is vital. By keeping your cool, you set the tone for the conversation and signal that you’re there to help resolve the issue, not escalate it.
5. Offer Solutions, Not Just Explanations: While it’s important to explain the reasoning behind decisions, it’s even more valuable to offer solutions whenever possible. Whether it’s recommending additional resources or suggesting ways to expedite the claims process, offering solutions shows that you’re proactive and committed to helping the policyholder.

How AE21 Can Help Develop Soft Skills

At AE21, we understand the importance of soft skills in the adjusting profession. While many of our courses focus on the technical side of the job, we also emphasize the development of essential soft skills. Our training programs often incorporate scenarios that challenge adjusters to apply their communication, empathy, and conflict-resolution skills in real-world situations. This ensures that adjusters are well-prepared to handle the human side of claims.

Being a great adjuster is about more than just technical expertise—it’s about connecting with people, managing emotions, and navigating challenging conversations. By honing your soft skills, you can build stronger relationships with policyholders, deliver better outcomes, and differentiate yourself in the field.

AE21 is committed to helping adjusters develop the full range of skills needed for success. Whether you’re looking to improve your technical skills, refine your soft skills, or both, our comprehensive training programs are here to support your growth.

---