Customer Reviews

The 8 Characteristics of the Awesome Adjuster

5 star:		(16)
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3 star:		(1)
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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.

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.

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.

I work in Claims Customer Service for an insurance company taking first notice of losses & answering general questions regarding existing claims. All I can say is this book is AWESOME! I just read a co-workers but I will be purchasing a copy of my own. As stated in several other reviews, this is not just geared toward the insurance industry, it can be used in ANY organization especially those that are customer service related.

I flipped through this book and absolutely love it! "The 8 Characteristics of the Awesome Adjuster" is easy to read and understand and gives great insight into what it takes to be a leader in any environment (not just in the insurance world). I am very excited to purchase a copy for myself and share.

For those of us who have to handle customers on a daily basis, Carl Van's book outlines practical ways to develop the positive relationships necessary to assure exemplary customer service. In our business, the implementation of his philosophy has led to more profits because of happier customers.

This book is written with insurance claims as the basis. However, it is a great guide book on how people should see themselves and strive to be the best professional, no matter the industry. The stories are genuine and very relatable to everyone. It emphasizes no matter what your profession or job, customer service is always very important. Also, this book is very quick, easy read. I highly recommend it to all.

As mentioned in the title, this book is not just about insurance, it is about life. It just happens to be couched in an insurance setting, but the principles can/should apply to how you do everything. As with most self-help books, it is light reading and easy to follow along. However, the hard part is up to you - follow through with plans and actions. I reference this book all the time to both insurance employees and friends! I think this is a great book!

Eight years ago our insurance company, SECURA, made management changes in its Claims department. While service was good, new management wanted to take it to great. The principles set out in Carl Van's book were a foundation for that effort. "Awesome" is a wonderful read. It is filled with service stories, both good and bad, that are funny and compelling. We used this book, combined with training from Carl's company, to shape and transform our department culture to one in which our associates are inspired to provide terrific service. We continue to use it today. While SECURA was formerly reputed to have good claims service, it is now recognized in surveys of insurance agents as having some of the best service in the country. The principles set out in Carl's book played an important role in that transformation.

Scott Huiras
Senior Vice-President
SECURA Insurance

I recently had the good fortune of reading your book, "The 8 Characteristics of The Awesome Adjuster". I want people to know how impressed we are with this book. It was well written and contained sound, practical advice. This book is a great contribution to the insurance industry. Those who really take the time to learn from Carl Van's writings will enhance their ability in simplifying their day to day functions and make better use of their time. Thank you for your thorough research and clear writing, Kudos!

Ani Naccachian
CEO
Paragon Subrogation Services, Inc.