When should an adjuster provide information about the appeals process?

Providing information about the appeals process whenever a claimant expresses dissatisfaction with a decision is essential for transparency and ensuring that claimants are aware of their rights. When a claimant is unhappy with a decision made regarding their claim—whether it concerns a denial, a low settlement offer, or any other aspect of the claims process—it's crucial for the adjuster to proactively inform them of the avenues available for appealing that decision.

This approach fosters trust and encourages open communication, enabling claimants to navigate the process more effectively. It aligns with the ethical obligations of adjusters to provide clear and comprehensive information that helps claimants understand their options and rights throughout the claims process, promoting fairness and accountability within the insurance industry.

The focus on providing this information in response to dissatisfaction reflects a proactive customer service philosophy, ensuring that claimants do not feel lost or unsupported after receiving a negative decision.