"Automatic for the Adjusters": Insurance Nerd Andrew Norton on Letting Adjusters Adjust, Claims Leadership and More

"When you remove the elements of being able to let an adjuster adjust claims purely based on the merits of that claim, you run the risk of creating that reputation that companies don't want to pay claims." — Andrew Norton What happens when claims organizations become more focused on dashboards than judgment?This week, The Salty Adjuster sits down with claims leader, educator, CPCU, meme enthusiast, and accidental Craigslist success story Andrew Norton for a candid conversation about leadership, adjuster burnout, quality reviews, and the growing gap between the people making decisions and the people handling claims every day.Andrew shares why some of the industry's biggest challenges aren't technology problems at all. They're people problems. Together, he and Salty discuss what happens when adjusters are trained to satisfy metrics instead of adjust claims, why bad managers can drive great talent out of the industry, and how leaders can stay connected to the realities of claim handling before they become disconnected from the frontline.They also cover:Why humor is a survival skill in claimsThe difference between coaching and complianceQuality reviews that help versus quality reviews that hurtWhy adjusters need room to exercise professional judgmentThe industry's ongoing struggle with burnout and retentionWhether every insurance professional secretly inspects roofs and basements at their friends' homesPlus, Andrew delivers perhaps the most motivational dinosaur answer in Salty Adjuster history.Grab a salty snack, step away from your work queue, and join the conversation.