FEMA IS-1107: Adjuster Customer Service Course Overview

A flood might be one of the most traumatic events a person can experience. As one of the first people to interact with the policyholder after a flood you, the adjuster, play a critical role in representing the National Flood Insurance Program. A customer-centric focus can result in claims being closed faster, with fewer appeals, and happier policyholders.

• Create and maintain customer-centric focus during every policyholder interaction.
• Build rapport using empathy, sincerity, likeability, integrity, and friendliness.
• Respond to and communicate effectively with policyholders.
• Project a professional image by being respectful, prepared, having a game-plan, and knowing the Program.