What should be the focus of an insurance adjuster during a claim review process?

During the claim review process, the focus of an insurance adjuster should be on understanding the policyholder’s perspective and the facts surrounding the claim. This approach is crucial because it allows the adjuster to gather all relevant information, including the circumstances of the incident, the policyholder's experiences, and any evidence that supports the claim.

By prioritizing the policyholder's viewpoint, the adjuster can assess the claim with empathy and thoroughness. This promotes trust and fosters a better relationship between the insurer and policyholder. Additionally, understanding the facts helps ensure that all aspects of the claim are considered, leading to a fair and accurate resolution based on the terms of the insurance policy.

This focus on the policyholder’s perspective also supports the adjuster in satisfying legal and ethical obligations, ensuring that the claim is handled professionally and transparently. In doing so, the process can maintain a balance between the policyholder's needs and the insurer's interests without compromising on the integrity of the service provided.