Loss adjuster, IAG New Zealand

Being able to deal effectively with people is vital in loss adjuster Lois Turner's job. Picture / Kenny Rodger

Name: Lois Turner
Age: 42
Role: Loss adjuster, IAG New Zealand, South Auckland
Working hours: 40 hours, Monday to Friday
Average pay: early $40,000s to mid $60,000s, plus benefits
Qualifications: Diploma in Financial Services (general insurance), currently studying Diploma in Financial Services (loss adjusting)

Describe how you got this job?

Being in the right place at the right time. I moved to Auckland 10 years ago and took a customer services job at State Insurance in Henderson. I found that I liked claims work, so I transferred to claims at New Lynn.

I was working closely with the loss adjusters and decided that was where I wanted to move to. A vacancy arose and I applied and got it. I have been doing it for seven years.

Describe what you do?

A loss adjuster operates as a link between insured clients and the claims department.

A lot of people believe a loss adjuster is sent because you are in trouble or if the company doesn't want to pay a claim. It is the opposite - a loss adjuster will find a way to make the loss fit the policy.

The majority of our job is to make things fit. Claims are referred to a loss adjuster for one of several reasons: if the quantity or quantum is large, if it is an unusual claim or event, if circumstances or details need clarification, or often to assist the insured through the claims process. Many people don't know what they are covered for.

On a site visit, we investigate the cause of an insurance claim and the damage and confirm the loss fits in the scope of the policy. We arrange reinstatement or repair and case-manage it. We attend weather events or other disaster events and liaise with police, fire-fighters and other professionals.

What have you had to do to succeed at this job?

You have to genuinely want to help people when they are in stressful situations. Being able to deal effectively with people is the biggest thing. Because the job is so demanding and so varied, I have had to improve my time-management skills.

What sort of training do you need?

There is no prerequisite, but it is not the sort of job, I believe, you could do as a school-leaver. You have to have some experience dealing with people. When hiring, the company asks for trade experience and/or claims experience.

What skills and qualities do you need?

A strong customer focus, empathy, resilience, the ability to work under pressure, resourcefulness, motivation, time management. You need to be a flexible thinker. Insurance is often not black and white. A lot of our job is to find solutions in the grey area.

Best part of the job?

We see people in pretty devastating situations. Guiding people through things and seeing them when the damage is repaired or goods are replaced is satisfying.

Most challenging part?

It is extremely demanding, so often it is a fine juggling act, keeping everything running nicely. Also, maintaining the balance between personal resilience and empathy, particularly when you are busy. And the Auckland traffic.

How do you define success in this job?

If someone rings me back or sends an email saying thank you, that means I have done my job.

What are your career hopes for future?

I would possibly like to move into a management area, but I would always like to have a hands-on role. Being the best loss adjuster I can be.

If I wanted a job like yours how would I go about it and what qualifications would I need?

Start off with anything in a customer service role and get familiar with building relationships and communication. There aren't any qualifications and we have loss adjusters with various backgrounds. These roles are advertised internally and then externally if necessary.

What advice would you have for someone contemplating a career like yours?

You have to want to be challenged and to help people. Get a good solid base in customer service.

Go for it if you are prepared to give 110 per cent and give people a hand through some pretty tough times. We attend things like fires when things are totally destroyed.

It is not the kind of job where people say thank you all the time. It is the kind of job that most people say, "Hey Lois, I hope I don't have to see you again".