(An edited version of this article appeared in the January 1996 issue of Claims Magazine)

NEEDED: PROFESSIONAL ADJUSTERS

As adjusters, the question is "Who are we ?" Are we a profession ? No. Are we professionals without a profession ? By definition, no. Can we be professional ? Yes. The questions are important as to how we perceive ourselves, and, more importantly, how do those we serve perceive us. We have to earn our recognition as a profession. It is time we take action to become truly professional.

A profession is usually defined to have four common requirements. The first requirement is an established code of professional conduct and ethics. The interests of those being served must be placed above those who are serving. Think of a profession as altruistic and fiduciary because it must be both. It is a far stretch of the imagination to call the unfair claims practices regulations a professional code of ethics and conduct. A code of ethics is what the CPCU "charge" is:

"In all my business dealings and activities I agree to abide by the following rules of professional conduct: I shall strive at all times to ascertain and understand the needs of those whom I serve and act as if their interests were my own; and I shall do all in my power to maintain and uphold a standard of honor and integrity that will reflect credit on the business in which I am engaged."

Now it is not of prime importance that those being served know exactly what the code of ethics is; only that they know a code of ethics exist, is sworn to and enforced by those of the profession. After all, do you know the Canons of the bar or the Hippocratic Oath? Yet you hold lawyers and doctors to be professional by their ethical charge.

Adapting a professional code of ethics for adjusters would not be a difficult task, although the enforcement may be more trying. The enforcement of the code of ethics enables those being served to trust in the integrity of those serving. The enforcement of the code is critical to a profession's credibility and existence. Do we as adjusters enjoy the trust of those we serve ? Are we as adjusters perceived to serve the interests of those being served before our own interests and those who employ us ? No, but that could be changed by you.

The second requirement of a profession is competence and mastery of a systematic body of knowledge. Not only must those being served have trust in your integrity, they must trust your ability to perform correctly in their behalf. As adjusters, we face a formidable "body of knowledge" which we must master. The basic knowledge required by adjusters is embodied in the Associate in Claims program offered by the American Insurance Institute. The AIC curriculum is designed and approved by an

independent and competent group, academic and practicing. There is much to know beyond the AIC program, but the AIC program gives you a basic level of competence and mastery in our body of knowledge.

The third requirement of a profession is a uniform method to enter the profession by meeting certain standards of education and competence. The AIC program is available to everyone in insurance who is interested. Have you completed the AIC program ? If you have, good. If you have not then you should appreciate all the more the third requirement for a profession. Many of you who have not taken the AIC program, claim, and possibly possess greater expertise than what the program offers. But how would we know that ? You have not passed universally accepted tests of your level of competence; such as the AIC exams. Thus we have no common reference point or landmark. If you are serious about being a claims professional, then completion of the AIC program is the first step. But, you say, the AIC program is not known outside the industry and not even well known within the industry. I agree. Much more needs to be done to establish and publicize educational standards for adjusters. For these reasons though, the AIC program is a good place to start.

The fourth requirement of a profession is an association of its members to enforce standards and to advance the levels of knowledge of its members. Do we have a national professional claims association ? No. The closest we have is the National Association of Independent Insurance Adjusters. The NAIIA is not an association of adjusters but an association of independent adjusting firms. It is not the same. Do we have a national AIC association ? No. We do have scattered claims associations , in some states and metropolitan areas. None of the existing groups

meet all the requirements of a profession.

Those whom we serve and the public, need professional adjusters. They need adjusters who have a professed code of ethics and integrity. They need adjusters who have mastered their systematic body of knowledge and have the ability to serve their needs. They need adjusters who have met certain standards of education and integrity. And they need adjusters who will advance their knowledge and enforce their standards. The task to professionalism adjusting is not insurmountable. The needs are there and will be fulfilled in one manner or the other. We can do it or it will be done to us. It is not likely to be done for us unless we do it.

We cannot be a profession without forming a national organization to establish and enforce our standards. We need a national organization to advance and promote our continued education and integrity. We, like most professions, should seek to delegate part of the enforcement of our standards to the state

through licensing requirements. It is in the interest of those we serve and it is in our interest to establish uniform state licensing requirements for adjusters . As an association we can enforce standards over and above statutory standards. The appearance of the impartiality of the law adds credibility to our enforcement and increases our effectiveness as professionals.

Do you strive to be a professional ? Is adjusting both a means to meet your personal goals and a means to help others ? If you want to be a professional, it is time to take the initiative. Mail me your business card today. (P O Box 1259, Goldendale, WA 98620) Let's get a mailing list together and get started.