3 Things That Put Claims Adjusters in the Top 5% (Hint: It's Not Just Technical Skills)

# 3 Things That Put Claims Adjusters in the Top 5% (Hint: It's Not Just Technical Skills)

I've placed a lot of claims adjusters over the years. Hundreds. And I can tell you with zero hesitation — the ones who become truly exceptional aren't just the ones who can read a policy backward and forward. The technical stuff matters, sure. But it's rarely what separates a good adjuster from a great one.

Here's what actually does.

## 1. They Master the Human Side of a Terrible Moment

Think about what a claims adjuster actually does. You're walking into someone's life at one of the worst moments they've experienced — a car accident, a house fire, a workplace injury, a death. The policyholder isn't thinking about coverage limits. They're scared, angry, or grief-stricken.

Top adjusters get this. They don't just process the claim — they manage the human being in front of them. That means active listening, not just hearing. It means communicating in plain language, not policy-speak. And it means showing genuine empathy without losing objectivity.

This is harder than it sounds. The best adjusters I've seen treat every claimant like a person first and a file number never. That reputation follows them — internally with carriers, externally with claimants — and it's career-defining.

## 2. They Own Their Files Like a Business Owner

The adjusters in the top 5% don't wait to be told what to do next. They drive their files. They're proactive about contacting medical providers, following up with repair shops, and pushing subrogation opportunities that others let slide.

Carriers notice this fast. A claims supervisor can tell within 30 days whether someone is managing a diary or just reacting to it. The best adjusters treat every open file like it's their own small business — because the outcome reflects on them directly.

This ownership mentality also shows up in documentation. Top adjusters write notes that tell a story. If a file gets reassigned or litigated, their documentation holds up. That's not just technical discipline — that's professional pride.

## 3. They Have Elite-Level Communication Skills (Written AND Verbal)

This one cuts across everything. Whether it's a reservation of rights letter, a recorded statement, a coverage denial, or a simple status update — the best adjusters communicate with clarity and confidence.

On the verbal side, they can run a recorded statement that actually gets useful information. They can de-escalate a frustrated claimant without making promises they can't keep. On the written side, their coverage letters are clear, defensible, and don't leave gaps that an attorney can exploit later.

Strong communication also means knowing *when* and *how* to involve management. Top adjusters aren't lone wolves — they know when to escalate and they do it early enough to matter.

## The Bottom Line

Technical knowledge gets you in the door. Licensing, coverage interpretation, software systems like Guidewire or Xactimate — you need those. [INTERNAL LINK: claims adjuster certifications and training] But the adjusters who build real careers — the ones who get promoted, recruited, and respected — lead with empathy, ownership, and communication.

Those three things don't show up on a licensing exam. They show up every single day in how you handle the next file that hits your desk.

If you're serious about being in that top 5%, start by honestly asking yourself: *Do I own my files, or do my files own me?*

That answer tells you everything.

[INTERNAL LINK: Browse open claims adjuster jobs on ClaimsJobs.com]

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## Frequently Asked Questions

**What skills do the best claims adjusters have beyond technical knowledge?**

The top claims adjusters excel at empathy, communication, and file ownership. They manage the human side of claims with care, drive their files proactively, and communicate clearly in both written and verbal formats — skills that licensing exams don't teach.

**How do claims adjusters get promoted faster?**

Adjusters who take ownership of their files, document thoroughly, and communicate proactively with supervisors tend to advance faster. Carriers reward adjusters who close files efficiently while maintaining quality and claimant satisfaction.

**What makes a claims adjuster stand out to recruiters?**

Recruiters look for adjusters with a track record of low litigation rates, strong documentation habits, and the ability to manage difficult claimant interactions professionally. Soft skills combined with technical proficiency is the combination that gets noticed.

**Is claims adjusting a good long-term career?**

Absolutely. Experienced adjusters — especially those handling complex or specialty lines — are in consistent demand. The career path can lead into litigation management, SIU, risk management, or claims leadership roles.