What approach should adjusters take when dealing with emotional claimants?

When dealing with emotional claimants, it is essential for adjusters to proceed with patience and clear communication. Emotional claimants are often under significant stress due to their circumstances, which can impact their ability to process information or make decisions. By approaching them with patience, adjusters can create a space where claimants feel heard and valued, which helps to ease their anxiety and encourages open communication.

Clear communication is equally crucial. Adjusters should explain processes, terms, and next steps in a way that is easy to understand and free of jargon. This not only helps the claimant grasp what to expect but also builds trust between the adjuster and the claimant, which can lead to a smoother claims process. Overall, this approach not only improves the claimant's experience but also aids in the efficient management of the claim, as the claimant is likely to be more engaged and cooperative.