I’m a fairly new adjuster. Occasionally I get a caller who wants to be put up in a hotel but it’s not a covered loss and they get very upset, stating they can’t afford it and that they’re gonna have to live in their car etc. I really have no idea what to say in these circumstances, other than repeating that I’m sorry for the circumstance they’re in but we have to abide by the policy language.
Appreciate any advice!!
What do you all advise when a customer starts crying and stating they can’t afford a hotel?
byu/THROWRA57384 inInsurance
Posted by THROWRA57384
5 Comments
I’ve had many cry. Even one who was living in their car they had a loan on that was deemed a total loss.
Really much you can’t do. “It’s per the contractual agreement”
I’m not sure there is much you can say, other than being empathetic and reiterating how you wish you *could* pay, but it’d be completely inappropriate and your lose your employment and likely your license. On top of that I’m not sure it’d be appropriate to offer any other advice, like asking their church or other community institutions.
Toughest part of the job.
Depending on the situation, there may be local and federal resources they can use instead. I always point them towards https://www.fema.gov/assistance/individual
Remember just because you can’t help them financially doesn’t mean you can’t point them towards more resources.
Also you have to toughen up a bit. These are the easy denials. Wait till hurricane season gets started!
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This can’t have happened more than once to a new adjuster and if the claim is severe enough that they can’t live in their house, that claim isn’t going to some inexperienced adjuster.