How to Build Strong Relationships with Policyholders

Being a property insurance adjuster isn’t just about inspecting damage and crunching numbers—it’s about connecting with people. When policyholders file a claim, they’re often stressed, overwhelmed, and looking for someone who can help them navigate the chaos. 

That’s where you come in. 

Building strong relationships with policyholders can make the entire process smoother and more positive for everyone involved. Here’s how you can do it.

1. Show Empathy

Let’s face it: if someone’s filing a property claim, they’re probably not having the best day. Whether it’s a fire, a flood, or storm damage, these situations are tough. Start by acknowledging that. Something as simple as, “I’m so sorry you’re dealing with this” can make a world of difference. 

It shows you’re human and that you genuinely care.

2. Keep Them in the Loop

Nobody likes being left in the dark, especially when it comes to their insurance claim. From day one, be clear about what’s going to happen, when it’ll happen, and what you need from them. 

Use simple, straightforward language (no insurance jargon!) and check in regularly. Even if there’s no big update, a quick, “Just wanted to let you know we’re still working on it” can go a long way.

3. Be Honest—Even When It’s Hard

Transparency builds trust. 

Be upfront about what’s covered and what isn’t. If there’s bad news, don’t sugarcoat it. Instead, explain the situation clearly and offer solutions or next steps. For example, “Unfortunately, your policy doesn’t cover this type of damage, but here’s what we can do next…” Policyholders will appreciate your honesty, even if the news isn’t what they were hoping for.

4. Go the Extra Mile

Your job isn’t just processing claims—it’s helping people. Recommend reliable contractors, explain their policy benefits in plain English, or give them tips to prevent future damage. 

Little acts of kindness can turn a frustrating experience into a positive one, and it shows you’re genuinely there to help.

5. Stay Professional

Yes, you should be empathetic, but professionalism is just as important. Show up on time, dress appropriately, and handle every interaction with respect. If a policyholder gets upset or emotional, stay calm and patient. 

Your professionalism will reassure them and reflect well on you and your company.

6. Really Listen

Sometimes, people just need to vent. Let them talk. Don’t interrupt. Nod, make eye contact, and repeat back what they’ve said to show you’ve heard them. Active listening not only helps you understand their concerns better, but it also makes them feel valued and respected.

7. Do What You Say You’ll Do

If you promise to call them back or email them some documents, make sure you do it. Following through on even the smallest commitments builds trust and shows that you’re reliable.

8. Ask for Feedback

Once the claim is settled, ask how you did. A quick survey or phone call shows that you care about their experience and want to improve. Plus, you might pick up some great insights for next time.

At the end of the day, being a great property insurance adjuster is about people. Approach every claim with empathy, clear communication, and a can-do attitude, and you’ll not only make the process easier for your policyholders but also build a reputation as someone they can trust. 

After all, behind every claim is a person looking for help—and you have the power to provide it.