(An edited version of this article appeared in the December 1997 issue of Claims Magazine)

SERVICE TO OTHERS, THE ALPHA AND OMEGA

by Ronald J. Zaremba, CPCU,AIC,ARM

Sometime ago I was interviewing for a job as an adjuster. I did very well on the tests given to me by the prospective employer. I liked what I saw and felt. The office was not large, about a dozen people. They all appeared to be concerned about the people they were helping. They were courteous and respectful to each other. They seem to have a great deal of knowledge available to effortlessly cover the many problems they were asked to solve. And they earnestly and enthusiastically pursued what they were doing.

I didn't know much but I was impressed. I wrote a follow up letter to the claims manager after my interview. First I thanked him for his time and assistance in answering my many questions about the prospective position as a claims adjuster. Then I told him that although it sounds and is altruistic, I looked forward to being in a position where I would be able to help others. Not only that, but the claims position appeared to have such variety of challenges, that it would be exciting and rewarding every day. I got the job, thirty four years ago. I believe I got the job, not because of my test scores but because of my attitude. I have rarely been disappointed since as a claims adjuster.

When I started, there was so much to learn. Each day I find there is more. The body of knowledge needed to do our work grows faster than our ability to learn it. Thus specialization in our field was inevitable. Specializing reduces the variety, but also reduces the scope of the knowledge needed to be learned. I do miss the variety of assignments from the days as a "multi-line" adjuster. As field adjusters we worked specific geographical areas and were assigned all of the claims that occurred in that area. Since my employer wrote many lines, our pending claims would include auto liability, medical, collision and auto physical damage, general liability claims including slip and falls, construction (XCU), products , professional liability, motor cargo losses, Inland Marine floaters, crime and fidelity, and residential and commercial property. We also had claims in excess and surplus lines such as go cart tracks, super slides, rock and roll bands and drag strips. The only claims we were not expected to handle were ocean marine and workmans compensation. The point of this recital is not that we had so much to do but that we had so much to learn.

I was fortunate to have a patient, helpful and hard working supervisor who was my mentor. My first supervisor always gave me time to answer my questions. I was in awe of the scope of his knowledge. His guidance and encouragement were invaluable. We had weekly staff meetings and we were encouraged to use the many in

house study programs. After a while though, I started to be embarressed that I was still asking so many questions. I started to wonder if I was smart enough to absorb and hold all the necessary knowledge. It all became much easier when I prevailed upon one of our defense attorneys to show me how to use their library and research a legal question. I then "discovered" that lots of people in related fields would willingly share their time and knowledge with me, not because they expected to be paid for it but because they enjoyed their field and the opportunity to help others. Then I could and did research and answer a lot of my own questions and directed my own investigations with the encouragement needed from my supervisor.

In todays claims environment, the scope of knowledge needed is truly overwhelming. If you are overwhelmed to the point of embarressment in asking so many questions, don't give up. It is time you expanded your circle of friends and contacts in and out of the industry that you can help and who can help you. Everyone you contact possesses special knowledge and special needs. Are you talking and listening ? Do you join and participate in the adjuster associations ? Are your earnestly trying to expand your knowledge ? Can you research your local library and the internet too ? Your contacts are not limited to your physical area. The National Association of Insurance Claims Professionals (NAICP) has set up a "claimsnet" to act as a sounding board, idea interchange and learning center for claims professionals in its membership.

Alan Brunacini may be an unfamiliar name to you. But, as the Fire Chief of the Phoenix Arizona Fire Department, he and they enjoy a reputation for customer service few can match. Their mission statement, "Prevent harm. Survive. Be nice." Why be nice ? Chief Brunacini says "Because it is the right thing to do." Don't you think so too ? What is your personal mission statement ? Your personal mission statement does not have to be complicated. You should have one. Think about it. What are you doing ? Why are you doing what you are doing ?

The Bible says, "What you sow, so shall you reap." Don't for a minute think that the service you provide is directed only by and for your employer. What you know and the services you can provide should be shared with all you know who can benefit from them, limited only by your time and prior commitments. Helping others is what it is all about. Continuing education is important because as your knowledge and wisdom grows, so does your ability to help others. For those who believe, "what's in it for me", the harvest will be nothing. For those who believe, "What can I do to help you" the harvest will be everything.

Lastly, the editor and I agreed that I would contribute articles for two years. The two years have elapsed. I have

enjoyed the opportunity to share my perspectives about our profession with you. Please continue to strive to act as an professional; be ethical, expand your knowledge and serve others to the best of your abilities. Sow the fertile fields around you and enjoy the harvest.