E. Wright
Mar 4, 2025
Who handles your claim has a big impact on the overall outcome, carriers spend millions on training but is it effective?
When you file an auto insurance claim, you’re likely hoping for a smooth process—one where your insurance company promptly handles your claim, assesses the damage fairly, and ensures you're back on track in no time. However, for many people, the experience is anything but seamless. The root of much of this frustration? The training (or lack thereof) that auto insurance adjusters receive.
Adjusters are the frontline workers tasked with evaluating claims, determining payouts, and essentially representing the interests of the insurance company. Poor training, inadequate resources, and organizational mismanagement often leave adjusters ill-equipped to do their jobs well. Unfortunately, the ripple effects of these issues fall squarely on your shoulders, as a policyholder. Below, we’ll explore the five biggest mistakes auto insurance companies make in training their adjusters and how these missteps can negatively impact you.
1. Excessive Workload
Auto insurance adjusters often face unmanageable workloads. Insurance companies may assign dozens, or even hundreds, of claims to a single adjuster, particularly during peak seasons like winter storms or heavy travel months. These overwhelming caseloads force adjusters to work quickly, leaving little time for detailed investigations or thorough communication with policyholders.
For you, this can mean delayed claim resolutions, rushed evaluations, and, in many cases, mistakes made in processing your file. Adjusters scrambling to meet deadlines may overlook key facts, fail to fully account for damages, or unfairly deny valid claims—all of which can cost you time and money.
2. Insufficient Training on Complex Claims
Not all claims are straightforward. Some involve complex legal or medical details, high-value losses, or disputes between multiple parties. Unfortunately, many adjusters are not given the specialized training needed to handle these complexities effectively. Insurance companies often rely on generic training programs that fail to prepare adjusters for real-world challenges.
For the public, this lack of preparation can lead to incorrect claim assessments, lowball settlements, or long, drawn-out disputes. If an adjuster doesn’t understand how to interpret medical billing codes, assess property damage accurately, or negotiate claims involving third-party liability, you could end up footing the bill for their mistakes.
3. Poorly Trained Management
It’s not just the adjusters themselves who require thorough training; their managers play an equally important role. When management lacks the skills to provide proper guidance, hold adjusters accountable, or resolve escalated issues efficiently, the entire claims process suffers.
A poorly trained manager can exacerbate inefficiencies, spread misinformation, or fail to recognize when an adjuster needs additional support. For you, this can mean repeated errors in your claim, contradictory information, and no clear path to resolution. Instead of receiving the help you may desperately need, you’re left navigating a chaotic system.
4. Neglecting Customer Service Training
Insurance companies often focus heavily on numbers—resolving claims quickly, cutting costs, and protecting their bottom line. While these metrics are important, they frequently come at the expense of customer service training. Adjusters who lack soft skills like empathy, communication, and patience can create a negative experience for policyholders.
This lack of emphasis on customer service directly impacts you. Miscommunication, dismissive attitudes, or failure to keep you updated on your claim’s progress can lead to feelings of frustration and mistrust. When policyholders feel ignored or disrespected, it compounds the stress of dealing with an already challenging situation.
5. Outdated or Inefficient Technology
Another widespread issue is the reliance on outdated or inadequate technology. Adjusters often work with systems that are clunky, inefficient, or simply not capable of handling modern claims processes. Some companies still require adjusters to manually enter data or sift through disorganized, paper-based records.
For you, this means longer wait times, increased errors, and a greater likelihood that your claim falls through the cracks. An adjuster using ineffective tools is less likely to spot discrepancies or catch all the details necessary to process your claim accurately.
How These Mistakes Impact You
Taken together, these poorly trained adjusters, management inefficiencies, and outdated tools create an environment where policyholders bear the brunt. You might face delayed settlements, inadequate payouts that leave you covering unexpected expenses, and the exasperation of dealing with a system that feels stacked against you. While insurance companies are meant to provide a safety net, these systemic failures can leave you feeling entirely unprotected.
What You Can Do to Tip the Scales in Your Favor
If you suspect your insurance company isn’t handling your claim properly, it’s important to take proactive steps. Here’s how to prepare and protect yourself:
Develop an Action Plan – It’s crucial to stay organized. Document every interaction with your insurance company, save correspondence, and keep a detailed record of damages and expenses. The more documentation you have, the easier it will be to prove your case if disputes arise.
Hire Claims Professionals – Consider working with independent adjusters or public claims organizations. These professionals represent your interests, not the insurance company’s. They can help evaluate your claim more thoroughly and negotiate on your behalf to ensure you receive a fair settlement. Extennsion.com offers free consultations to help bring clarity to your situation.
Seek Legal Assistance Early – At the first sign of improper claims handling—such as unexplained delays, contradictory statements, or denied claims without clear justification—consult an attorney who specializes in insurance law. They can help you understand your rights and take action before the situation worsens.
Know Your Policy – Familiarize yourself with the terms and conditions of your insurance policy. Understanding what you’re entitled to can help you push back more confidently if your insurer tries to undercut your claim.
Advocate for Yourself – Don’t hesitate to escalate your concerns to higher management within the company or file a complaint with your state’s insurance regulatory body. Insurance companies are required to follow strict laws and guidelines, and regulators can hold them accountable if those rules are broken.
Final Thoughts
While no system is perfect, the issues surrounding auto adjuster training are too significant to ignore. Whether it’s excessive workloads, insufficient training, or outdated technology, these problems often leave policyholders like you dealing with unnecessary headaches and financial setbacks. By understanding how these failures impact you and taking strategic steps to advocate for yourself, you can level the playing field and ensure you receive the fair treatment you deserve. Remember, your claim is not just a file in a system—it’s a critical part of your recovery, and you have every right to demand that it be handled properly.