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Hi Robby... I'll bite on this...it's what "dawgs" do!

1) When did you get your start? 2) How did you get into the business? (what industry did you come from prior to adjusting?)

I first heard about catastrophe claims in 1995 after an historic hailstorm moved through downtown Ft. Worth and Arlington, TX. I believe it caused around $4 billion in damage, with softball-sized (and larger) stones. At the time I had a fabrication shop in the area and one of my business associates, a homebuilder, knew a fellow who made quite a bit of money working these claims. Wade and I decided to attend Vale Tech in 1997.
However, the shop was really busy and I procured contracts with the company that invented the spray-on tanning booth to fabricate the acrylic and polycarbonate components of their machines, and 16,000 canisters used to ship their proprietary tanning solution. This work kept the shop going all-out until the end of 2004. In the meantime my buddy Wade had started his claims career in Florida working the "4 in '04". In early 2005 I attended Dearborn-Leonard licensing class and procured my TX license in March.

3) How long did it take you from the time you were licensed until your first deployment?

As Katrina was approaching the Gulf Coast, Wade called me and suggested I call a particular vendor. I was hooked up with a couple (who were married a few years earlier after meeting during a MN hail event). I did ride-alongs with them in MS for a couple of weeks and then was deployed by Pilot. When Rita hit Pilot sent me to LA; after finishing my initial claims there, I was assigned to do supplements and "hot" claims. I returned home in the spring of 2006.
That fall, I helped Ray Hall with his "boot camps", and put the shop in storage. It is still in storage; my plan is to buy another piece of property and put up a metal building for it rather than rent in an industrial park again. I will then concentrate on my sculpture between deployments.

4) Any colossal missteps/mistakes (how did you resolve said mistakes)?

Along the way I probably ruffled too many feathers, especially with file reviewers. Then Ike hit, and I became a file reviewer myself. What an eye-opener that was! Being caught in the middle between management and the "troops on the ground" demands tact, good organizational skills, research, and a whole lot of understanding (especially when all parties involved are exhausted).

5) What would you say (at least in your situation) was the hardest part of being an adjuster (how did you overcome said issue(s)?)

Definitely getting up-to-speed with estimatics and maintaining a level of software competence between events. I already had pretty good knowledge of house and building components, lots of reference materials, and I have a lot of people I can call if I face an unfamiliar scenario.

6) At what point did you feel like you had become successful (if ever)?

Success is relative. I made more money, more consistently, with the shop; but after almost 30 years I was ready for a change. I am, overall, pleased with the way my claims-handling career has unfolded, especially with the numerous talented friends I have made and the interesting characters I have met (these two types of people are not mutually-exclusive!).

7) Looking back in hindsight, what would you have done differently?

Time will tell if doing the BP thing for 16 months was a smart move. The money was not spectacular, but it was steady. I learned a lot about the financial particulars of many types of businesses, from multi-million-dollar seafood processors to mom-and-pop convenience stores. But it was not an insurance event, so in that respect it was something of a detour.

8) Looking back over your career, was it all worth it? (How did your career in the adjusting industry affect you and your family)

I knew I was taking a risk in 2005. I had to adopt out my German shepherd during Katrina, which was very painful. Being away from home for so long put a strain on my relationship with my girlfriend; we ultimately split up. But I don't have any children, which would have been a deal-breaker getting started.

9) In one sentence, what advice would you give to someone just starting their career in the adjusting industry?

I would counsel one to read all the posts on this subject that already exist on CADO and ClaimsMentor.

10) In your opinion, what direction do you see the adjusting industry headed in the next 2 to 5 years?

I see an increase in the call center approach to claims handling. I attended the first Liberty Mutual call center training in 2006; it was implemented in a big way in 2008. The carriers and vendors have learned a lot over the last four years, and I believe call centers will be increasingly-effective for handling smaller claims more quickly. Irene is a case in point.

I also see a continuation of the move towards stricter file requirements: more forms, better narratives, quicker turnaround times at each step of the claims process. Adjusters will be encouraged to document more underwriting issues. Researching prior claims will be stressed, but the process will not necessarily get any easier.

Satellite photos, and the measurements derived from them, will become more common as file components.

The plaintiffs' bar will file more lawsuits, and adjusters will be named more frequently. In 2011 about 24% of all insurance suits in TX were the result of Ike. New Ike lawsuits are still being filed on a weekly basis. Individual E&O policies will become more common.

Licensing and renewals will become easier, as more state departments of insurance outsource these services. Fees will consequently increase. Discussions about the practicality of a national licensing procedure will occur, but no progress will be made.

TWIA will go broke and will have to be reorganized. As a result, premiums in TX will increase again and higher percentage wind deductibles will be effected statewide.

More carriers will follow Farmers' lead and drop Xactware for more cost-effective estmatics solutions. Gale Hawkins will take PowerClaim public, and the IPO will value the company at $20 billion. My shares will increase in value enough that I can retire and spend as much time as I please filling out online surveys!

Lee,

 

Thank you my friend. That was perfect! It is my hope that once a few more folks respond , a trend will materialize so that the new folks realize what they are getting themselves into.(IE... that any degree of success will in fact come at a price....in multiple areas)