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The 8 Characteristics of the Awesome Adjuster Paperback – April 5, 2011

4.6 out of 5 stars 28 customer reviews

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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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Product Details

  • Paperback: 176 pages
  • Publisher: CreateSpace Independent Publishing Platform (April 5, 2011)
  • Language: English
  • ISBN-10: 1460952774
  • ISBN-13: 978-1460952771
  • Product Dimensions: 6 x 0.4 x 9 inches
  • Shipping Weight: 11.4 ounces (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (28 customer reviews)
  • Amazon Best Sellers Rank: #363,045 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

Format: 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.
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Format: 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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Format: 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.
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Format: Paperback Verified Purchase
This book really can be used for any customer service based business. Carl Van puts everything in perspective. For instance, in order to do your job well, its not enough just to go through the motions. The work ethic most customer service related businesses seem to display are lackadaisical at best. Mr. Van says shun that attitude, give more than you receive and treat your customers with dignity and respect. This may not be a fresh read for some, but for more it was a motivator.
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Format: Hardcover
This book is an invaluable tool for anyone who deals with people. The principles taught in this book are for anyone who deals with people, not just adjusters (however, every adjuster should have this book to advance their careers). It will help you examine how you do things and give you a fresh approach to everything from why you should answer your phone and not let it go into voicemail to word selection to make your point correctly and as intended. It's a fact, the right words will help mitigate/reduce your losses and help you gain control of a situation. Just that one paradigm will change how your approach to people and dealing with everyone from colleagues, claimants, family members and people in your social and professional networks. There are numerous time saving tips and tools, great interaction example--even if you don't think you negotiate at work or home you'll learn you do. Why not learn to do it so you have the advantage?

This is a quick, easy, humorous read. A must have.
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Format: Paperback
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.
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Format: Hardcover
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
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Format: Paperback
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.
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