What should an adjuster do if they encounter a dispute during a claims assessment?

In the claims assessment process, encountering a dispute is not uncommon, and handling it appropriately is crucial for ensuring fairness and accuracy. Documenting the dispute allows for a clear record of the differing opinions or claims regarding the situation. This step is essential for maintaining professionalism and transparency in the claims process.

By escalating the matter as necessary, the adjuster can ensure that the dispute is addressed in accordance with company protocols and guidelines, as well as bringing in additional expertise or management when needed. This approach not only helps in resolving the conflict more effectively but also protects the adjuster and the insurance company from potential issues that may arise from poor communication or mishandling of the claim.

This method emphasizes a structured response to disputes rather than relying on personal judgment, which can be subjective, or ignoring the issue altogether, which can lead to further complications and dissatisfaction from the claimant. Engaging the insured for clarification can also be part of the process, but it's important to first document the dispute to have a complete understanding of the situation before direct communication.