As anyone who has been successful in claim-handling can tell you, the process requires a special ability to make decisions. However, far too many claims people rely a little too much on their intuition to make those decisions and can often go astray due to the lack of critical thinking.
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In fact, when polled informally, 50 percent of adjusters that I've queried say that they use very little formal critical thinking steps in order to analyze coverage, liability, or even the truthfulness of customer statements. In follow-up questions, 90 percent of adjusters could not even name a single formal critical-thinking step. An incomplete list is as follows:
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-Make good decisions based on cautious reviews.
-Work through problems in detail to find the best answers.
-Stay focused on the real issues at hand.
-Apply critical thinking to your business writing.
-Apply learned skills to claims situations (e.g., coverage analysis, reporting, etc.).
-Utilize critical thinking when developing plans of action for claims handling.
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In this multi-part series, I'll attempt to assist the claim professional by outlining some basic concepts when it comes to critical thinking. My goal with this particular article is to give you insight and cause to seriously think about these issues. So, if you find that you are in one of these situations or if you find yourself thinking that you should try to pinpoint the environmental factor(s) that cause these thoughts to arise, then you are correct. Everything begins with our thinking.
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