Claims adjusters’ work hours moving from 9-5 to 24-7-365

As technology plays a bigger role in the claims process, the independent adjuster will increasingly be called upon to communicate at all times with members of the public and the insurance industry, potentially necessitating the advent of the “night shift” adjuster.
Traditionally, the adjuster’s base working hours have been more or less between 9 a.m. and 5 p.m., John Sharoun, CEO of Crawford & Company (Canada), told delegates of the Canadian Insurance Claims Managers Association (CICMA)/Canadian Independent Adjusters’ Association (CIAA) 41st annual joint conference in Toronto on Jan. 29.
Independent adjusters decades ago were equipped with Polaroid cameras, electric typewriters and draft paper.
But as technology has advanced, independent adjusters are increasingly no longer finding themselves in nine-to-five jobs, but in a 24/7/365 situation. [Twenty-four hours a day, seven days a week and 365 days a year.]
And as far as communications technology goes, adjusters now have digital dictation, GPS systems, cell phones, digital photography and blackberries, etc.
“We’re pretty much enabled,” Sharoun said. “But we’re enabled in kind of a singular world, we’re enabled by modern technology.”
Tomorrow’s adjusters will find themselves not only on a 24/7/365 schedule, but on a night shift as well, Sharoun said. The business is moving towards a point where, at any time of the day or night, a licensed adjuster will be available to handle the claim. “I think that’s the reality,” Sharoun said.
There will be wireless technology and an interconnection between businesses so that an independent adjuster can, in real time, operate in a connected environment with their service providers.