Senior Associate Jack Johnston joins us again, getting us up to speed on his research into work comp adjusters -
Over the past month or so I’ve been doing research on the claims adjuster profession to get a better understanding of what adjusters like, don’t like, and what their managers can do better – both in improving the adjuster’s lot and the companies they work for. From what I’ve gathered from various online sources, for the most part, adjusters aren’t the happiest, most fulfilled workers.
Gathering information from general websites such as www.glassdoor.com and adjuster-specific websites – www.claimspages.com, www.adjusterspace.org, and fromoneadjustertoanother.ning.com has produced a few positives and a lot of negatives. Here’s what adjusters have to say about their job and the company they work for:
Among those with good things to say, when it came to the pros a lot of them talked about the good benefits they received. Getting paid during time off and having a 401k; can’t complain about that! Another somewhat common pro was the flexibility of the work schedule. Some adjusters stated that if they were doing well enough with work, they could get permission to work from home. Other adjuster work-life positives included satisfaction with their compensation and the enjoyable camaraderie with co-workers.
The Bad & the Ugly:
While there were a lot of different complaints listed in the many sites I was researching, there were a handful that popped up repeatedly.
Let’s start with caseloads. There seems to be a ridiculous number of cases handled by some adjusters, forcing them to work overtime (which they don’t get paid for). Overall, most adjusters appear to be overworked; common complaints included: we are “always behind on work” and “There was an enormous amount of work that is expected of everyone, and it can be very defeating to have most of your days end without a feeling of accomplishment. (sic)”
Even if an adjuster is doing a good job in the office (or at home), s/he probably shouldn’t expect much of a reward. Promotions are scarce and raises tend to be paltry, with most getting a 1-2% increase (and that’s only if you are lucky enough to be given a raise). The lack of ability to move up in the organization has upset many of the adjusters as they feel they aren’t rewarded for the work they put in with the heavy caseloads they deal with every day.
A fair amount of reviewers I read complained that instead of promoting within their company, the firm would hire someone from an outside company and place them in the higher position. That’s a low blow to the employees who have been working there for years, expecting their effort and loyalty to lead to more responsibility and more income only to see the new person get the job.
Another common complaint is that managers are not qualified and don’t do a good job providing feedback to adjusters. The adjusters never receive compliments or congratulations and are always told what they are doing wrong and how much more work they have to do. They complain that they are not trained enough to handle some of their cases efficiently and they also feel that their offices are understaffed. The adjusters want upper management to be realistic.
I understand that this is certainly not the voice of all of the claims adjusters in the workers’ comp world but this is what I’ve found. Websites like www.glassdoor.com can be easily accessed and false information, positive or negative, can be posted by bad actors.
With that said, 69.2% of adjusters on the glassdoor website would not recommend their job to a friend.
- Adjusters like their benefits, salary, and co-workers… for the most part.
- Schedules can be flexible (can work from home with permission).
- No raises, room for growth, and no pay for working OT.
- Overworked, large caseloads.
- Always behind on work.
- Lack of feedback from upper management.
- And perhaps the most telling quote – “Run, do not work here”