A MUST read for anyone involved in the insurance claims industry. The 8 Characteristics of the Awesome Adjuster provides a glimpse into what the most effective claims professionals do to make their jobs easier. Attitude; Customer Service/Empathy; Initiative; Continuing Education; Teamwork; Time Management; Desire for Excellence; Interpersonal Skills; The author provides real-life scenarios that will have true meaning to anyone who has ever dealt with a customer. He often provides interesting and humorous true stories to outline each of the characteristics, and offers practical advice on how to improve oneself. This book has been the number one selling claims book every year since its release in 2005, and has sold in over 32 countries around the world. It has been the subject of numerous articles; the highlight of over 150 workshops and classes; and the subject of over 75 keynote speeches.
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Book Description
Editorial Reviews
About the Author
Carl Van, President & CEO of International Insurance Institute, Inc., graduated from California State University, Sacramento where he received his bachelor’s degree in Insurance. He has been in the insurance claims industry since 1980 and has held the positions of Claims Adjuster, Claims Supervisor, Claims Manager, Division Claims Manager and Regional Manager over Claims, Loss Control and Premium Audit. Mr. Van has set up 5 in-house claims training programs for various insurance companies throughout the United States, and has written over 70 articles for Claims magazine, Claims Education Magazine, Claims Advisor, Claims People magazine, The Subrogator, The National Underwriter, and California Insurance Journal. He is the author of over 75 technical and soft skill workshops being taught throughout the U.S., Canada, and the U.K. Mr. Van is the Dean of the School of Claims Performance, and has served as both board member and Regional Vice President of the Society of Insurance Trainers and Educators. He is owner and publisher of Claims Education Magazine, and board president of both the Claims Education Conference and the International Claims Executive Academy. Mr. Van is creator, presenter and producer of all claims training videos at Claims Education On Line, which include Time Management, Customer Service, Negotiations and Critical Thinking, all specific to claims professionals. He owner and publisher of Claims Professional Books On Line, and is the author of the highly acclaimed book The 8 Characteristics of the Awesome Adjuster, which has sold internationally throughout the United States, Canada, Newfoundland, Guam, Singapore, France, Australia, England, Chile, Ireland, and 15 other countries. Other books by Carl Van include Gaining Cooperation, The Claims Cookbook, and Attitude, Ability and the 80/20 Rule. He has been a keynote speaker at some of the most prestigious claims conferences in the U.S. and Canada. Other credits include being an arbitrator, a TASA certified expert witness for insurance Bad Faith suits, as well as a national auditor for a federal regulatory agency. www.InsuranceInstitute.com www.ClaimsEducationConference.com www.CarlVan.org www.ClaimsEducationMagazine.com www.Facebook.com/Carlvanspeaker www.ClaimsEducationOnLine.com www.Twitter.com/carlvanspeaker www.ClaimsProfessionalBooks.com www.Linkedin.com (Carl Van – Awesome Adjuster group) www.ClaimsSkillsAcademy.com www.ClaimsExecutiveAcademy.com
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Most Helpful Customer Reviews
4 of 4 people found the following review helpful:
5.0 out of 5 stars
Unique book on customer service in the world of insurance claims,
By Phyl Tate (Texas) - See all my reviews
This review is from: The 8 Characteristics of the Awesome Adjuster (Hardcover)
I highly recommend this book for anyone faced with the challenge of delivering exceptional customer service in the insurance claims industry. It teaches proven techniques for communicating effectively, gaining trust through empathy, and time management. It is the only book I've found that applies these techniques to the unique situations faced by claim handlers everyday.
2 of 2 people found the following review helpful:
5.0 out of 5 stars
Great Resource,
By
This review is from: The 8 Characteristics of the Awesome Adjuster (Hardcover)
If you're looking for common sense advice on how to deal with customers, look no further. This book is a great resource for anyone dealing with customer service issues. And it isn't just applicable to the insurance industry; this book is valuable to anyone who wants to understand what makes great customer service. The author makes excellent usage of stories to illustrate his point and enable the reader to relate what he is saying to the real world. Many of the points I read in the book stuck with me and come to mind frequently. You don't have to be in the insurance business to appreciate this one.
2 of 2 people found the following review helpful:
5.0 out of 5 stars
A must read for any Insurance Professional,
This review is from: The 8 Characteristics of the Awesome Adjuster (Hardcover)
This is the first great book I have found where the author has specific experience relative to the topic of insurance claims. Carl Van has worked as a Claims Adjuster, a Claims Supervisor, and a Claims Manager among many other industry positions. His experiences lend credibilty to the lessons of each chapter. It is a very easy read, and in each chapter you will recognize yourself, or someone you know. "The 8 Characteristics..." is filled with simple, obvious lessons; yet the first time I read it I was stunned to realize that I was missing opportunities. I've been a fan ever since. I keep a copy at home and a copy at the office. If you are in the insurance industry, especially if you are a claims profesional, then you must read this book.
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First Sentence:
I realize that this discussion would be better placed in the Introduction section of this book. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
subrogation department, nail down questions, report taker, senior adjusters, good adjuster, tow yard, golden question, claims supervisor, arbitration forms, customer service business, claims operations, claims adjuster, claims manager, great customer service, desire for excellence Key Phrases - Capitalized Phrases (CAPs): (learn more)
Awesome Adjuster, Mother Teresa, Lost Luggage, The Scott Reality, Med Pay, Awesome Claims Customer Service, David Lewin, Please God New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Front Flap | Table of Contents | First Pages | Back Flap | Back Cover | Surprise Me!
I realize that this discussion would be better placed in the Introduction section of this book. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
subrogation department, nail down questions, report taker, senior adjusters, good adjuster, tow yard, golden question, claims supervisor, arbitration forms, customer service business, claims operations, claims adjuster, claims manager, great customer service, desire for excellence Key Phrases - Capitalized Phrases (CAPs): (learn more)
Awesome Adjuster, Mother Teresa, Lost Luggage, The Scott Reality, Med Pay, Awesome Claims Customer Service, David Lewin, Please God New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Front Flap | Table of Contents | First Pages | Back Flap | Back Cover | Surprise Me!
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