Insights into the Daily Routine of a Work-From-Home Desk Adjuster

Insights into the Daily Routine of a Work-From-Home Desk Adjuster

Table of Contents:

1. Introduction - What is a Desk Adjuster?
2. Morning Routine as a Desk Adjuster
   1. Clocking In and Logging Into Systems
   2. Checking Phone Messages and Tasks
   3. Reviewing Claims and Making Callbacks
   4. Handling New Claims and Preparing for QFC
   5. Updating FNOL (First Notice of Loss)
3. Calling the Insured and Scheduling Field Adjuster
4. Field Adjuster's Role in the Claims Process
5. Explaining ACV (Actual Cash Value)
6. Following up with Insured and Reconciliation Process
7. Part Two: A Day in the Life of a Work From Home Claims Adjuster
8. Completing Tasks Assigned by the Team Manager
9. Handling Phone Calls and Creating File Notes
10. Working on Various Tasks Throughout the Day
    1. Reviewing Mail and QFCs
    2. Reconciliations and Supplements
    3. Releasing Recoverable Depreciation (RCBS)
    4. Writing Mile Letters and RORs (Resolution of Repairs)
    5. Making Coverage Decisions

📝 Morning Routine as a Desk Adjuster

As a desk adjuster, my day starts promptly at 7:00 A.M. when I arrive at the office. After turning on my computer, I begin my morning routine. The first step is to clock in and log into the various systems we use. These systems include our main claims system, email system, team management system, and phone system. Checking for any phone messages or tasks is crucial as they often require immediate attention due to their time sensitivity.

If there are phone messages, I promptly clear them and proceed to pull up the corresponding claim file. Depending on the task, whether it's a callback or contacting relevant parties, such as insured individuals, agents' offices, public adjusters, or contractors, I make the necessary preparations. It is essential to gather all the key information during these interactions, including details of the incident, coverage information, deductible, and liability.

With the gathered information, I update the insured's First Notice of Loss (FNOL) - a significant report detailing the damage, loss, and theft. The FNOL marks the first step in successfully making an insurance claim, so accuracy and thoroughness are essential. Once the FNOL is updated, it's time to reach out to the insured and make the initial call to discuss the claim further.

During the call, I follow the QFC (Quality First Call) flow, referring to a template that helps me cover all the necessary details. This template includes vital information about the insurance policy, coverages, deductible, and more. The insured is encouraged to provide their account of what happened, any relevant information, and whether they were present during the incident. Gathering as much information as possible ensures a comprehensive claim process.

After the call, I schedule a field adjuster to conduct the inspection. The field adjuster plays a critical role in providing me with the necessary information to manage the claim effectively. Typically, I set the inspection appointment for about 10 days after my initial call with the insured, allowing the field adjuster enough time to visit the site, write the estimate, and process the Actual Cash Value (ACV) payment.

Explaining ACV (Actual Cash Value)

ACV refers to the amount equal to the replacement cost of a damaged or stolen property at the time of the loss, minus any depreciation. It is an important concept to understand in the claims process. As a desk adjuster, part of my responsibility is to explain the ACV to the insured. Additionally, I inform them about the recoverable depreciation reconciliation process, which calculates the differences between the carrier and the contractor's evaluations.

📝 Part Two: A Day in the Life of a Work From Home Claims Adjuster on a WCCS Deployment

At around 9:00 A.M., my day as a desk adjuster continues with the next important task - following the directives from our team manager, also known as the Associate Vendor Manager (AVM). The AVM provides us with a spreadsheet containing a list of claims that require attention. The team is usually expected to complete this list by noon, although the actual completion time might vary due to the constant influx of tasks and interruptions.

Throughout the day, I receive phone calls from various parties, such as insured individuals, contractors, agents' offices, mortgage lenders, FEMA (Federal Emergency Management Agency), other claim handlers, or customer service representatives. Each call requires me to open the corresponding claim and address the caller's concerns. To ensure proper documentation, I create file notes summarizing the discussions and schedule any necessary follow-up actions.

Aside from phone calls, a significant portion of my day is dedicated to working on new mail, reviewing QFCs, handling reconciliations and supplements, releasing recoverable depreciation (RCBS), writing mile letters, and resolving repair-related issues (RORs). As a desk adjuster, I am responsible for making coverage decisions based on the gathered information, estimating the costs, and ensuring the claims process moves forward smoothly.

Additionally, there are certain times where I may be asked by the client to log into the customer service phone system to provide assistance for an hour or assist with other tasks related to customer service. These ad hoc responsibilities are part of the dynamic nature of being a desk adjuster. Furthermore, there are weekly team meetings and all-vendor meetings that I must attend to stay updated and connected with the broader claims community.

Being a desk adjuster is a challenging and busy role that requires quick thinking, attention to detail, and effective communication skills. Each day brings new tasks and unexpected obstacles, but it is ultimately a rewarding experience to help individuals navigate their insurance claims and restore their lives after unfortunate events.

Highlights:

• A desk adjuster plays a crucial role in managing homeowner claims from natural disasters and weather-related events.
• The morning routine of a desk adjuster involves clocking in, logging into various systems, checking phone messages and tasks, and reviewing claims.
• After updating the First Notice of Loss (FNOL), the desk adjuster calls the insured, discusses the claim details, and schedules a field adjuster for inspection.
• Explaining Actual Cash Value (ACV) and reconciling recoverable depreciation are important aspects of a desk adjuster's responsibilities.
• A day in the life of a work-from-home claims adjuster includes completing tasks assigned by the team manager, handling phone calls, and working on mail, QFCs, reconciliations, supplements, and payments.
• Weekly team meetings and vendor meetings are essential for staying connected and updated in the claims industry.

FAQ:

Q: What is the role of a desk adjuster in handling homeowner claims? A: A desk adjuster is responsible for managing homeowner claims, particularly those arising from natural disasters and weather-related events.

Q: What is the FNOL? A: FNOL stands for First Notice of Loss, which is an initial report made to an insurer detailing the damage, loss, or theft of an asset.

Q: What is ACV? A: ACV stands for Actual Cash Value, which is the amount equal to the replacement cost of a damaged or stolen property at the time of the loss, minus depreciation.

Q: What is the role of a field adjuster in the claims process? A: A field adjuster plays a critical role in assisting desk adjusters by conducting on-site inspections, estimating the damages, and providing crucial information for claim management.

Q: What tasks are typically handled by desk adjusters throughout the day? A: Desk adjusters handle various tasks, including reviewing mail, processing QFCs, reconciling claims, releasing recoverable depreciation, writing letters, making coverage decisions, and resolving repair-related issues.

Q: How does a desk adjuster prioritize tasks and manage their workload? A: Desk adjusters prioritize tasks based on their urgency and importance, ensuring that time-sensitive tasks are addressed promptly. They also work closely with field adjusters and collaborate with the team to manage their workload effectively.