This article was written with the assistance of AI and edited by Angela Sabarese.
In a recent CLM webinar, titled, “Adjuster Recharge: Strategies for Overcoming Stress and Burnout in the Claims Industry,” claims industry experts Chris Casaleggio, regional director, VERTEX; Rod Patterson, vice president, director of property claims, Seneca Insurance Co.; Matt Stopa, workers’ compensation claims manager, Acadia Insurance Company; and Patrick Kelahan, director, property loss consulting services, NE region, expert – building consultant/cost estimator, MC Consultants, Inc., brought together diverse perspectives to address one of the industry's most pressing challenges: burnout.
Stress vs. Burnout
The discussion began with Patterson's compelling analogy about stress management: "When you think about stress, we're really not created to hold on to stress because it can get heavy. You can imagine how heavy a glass of water would be if you just filled it to the brim and held it out—it's not heavy at all, but if you hold on to it in that same position for five minutes, it's a lot heavier." This illustration set the tone for exploring the difference between manageable daily stress and debilitating burnout.
Top Stressors for Claims Professionals
Key themes emerged around the unique challenges facing today's claims professionals, particularly the isolation created by remote work environments. The panelists identified heavy workloads, difficult claims, and litigation fatigue as primary stressors, while emphasizing that proactive communication and relationship-building are essential coping mechanisms.
The Dangers of Isolation
Patterson stressed the dangers of professional isolation, noting that "isolation is a trap" and can "cause mental problems, psychological problems, and physical problems." The panel advocated for regular peer check-ins, professional development, and judgment-free file reviews as preventive measures.
Maintaining Perspective
Callahan provided perspective on the meaningful nature of claims work, reminding adjusters that "the most important thing you do is you're bringing a light into a dark space that a policyholder is living in."
The webinar underscored that while stress is inherent in claims work, burnout is preventable through proactive strategies, supportive company cultures, and maintaining connections with colleagues and the purpose behind their essential work.