In the fast-paced world of catastrophe (CAT) claims adjusting, finding the right talent is essential to giving policyholders the support they need during challenging times. At Crawford Catastrophe Services, we take a strategic and people-first approach to hiring, with the goal of making our adjusters feel well-equipped, supported and prepared to succeed in their careers.
One of our own CAT directors, Kristin Tejada-Copeland, is a seasoned CAT adjuster with over a decade of experience and who now leads the charge on hiring and deploying our amazing roster. Here she shares insights into what makes a great adjuster, the hiring challenges in this industry and how we cultivate long-term success within our team.
A journey from adjuster to leadership
“I’ve been a CAT adjuster since 2001,” Kristin shares. “I started in auto claims before transitioning into property claims. In 2012, I joined Crawford as a catastrophe manager, working my way up to my current leadership role. Over the years, I’ve seen firsthand what it takes to thrive in this industry – and how the right team and training can make all the difference.”
At Crawford Catastrophe Services, we recognize that every adjuster has a unique story. Some enter this field as a career shift, while others see it as a long-term profession. Regardless of their background, we provide the support and resources they need to succeed. For those looking for jobs for former claims adjusters, we often offer opportunities to transition into catastrophe response roles, leveraging their experience in new and meaningful ways.
What makes a great adjuster?
“Being a great adjuster isn’t just about technical knowledge,” says Kristin. “It’s about adaptability, problem-solving and having the right mindset for a fast-paced environment. You have to be able to multitask and pivot on a dime – claims don’t wait.”
One of the most critical yet often overlooked qualities in a great adjuster? Active listening and responding with empathy. We often talk about soft skills and most think of the ability to be friendly, patient and allow your smile to be felt through the phone call. Insureds are in the midst of what may be a devastating loss and honestly, they’re looking for someone who is willing to listen, communicate clearly how we can be of assistance and provide next steps.
“You can teach someone the hard skills – how to process claims, follow procedures and use technology. This is a service industry. Insureds are looking for someone who can handle their claim with care, patience and professionalism, and above all else - a good listener and a good communicator are key.”
Here at Crawford CAT, we emphasize soft skills in our hiring process, so that every adjuster we bring on board is both skilled and compassionate.
Navigating the hiring challenges in claims adjusting
“The biggest challenge right now? Talent competition. We’re all fishing from the same pond and honestly, it’s a small community of people, smaller than most realize. We aim to hire experienced adjusters who meet client requirements; however, beginning in 2025 we are opening our doors to those just starting their career as an adjuster,” says Kristin. “Finding the right people and helping them have the confidence to handle claims independently is key.”
We tackle this challenge by investing in training and development.
“We’ve revisited and improved our training program to make it more robust and effective. We want our adjusters to feel prepared, confident and supported – not just on day one but throughout their career.”
Our training programs are designed to equip adjusters with both technical expertise and real-world problem-solving skills, so that they can step into their roles with confidence. For those wondering how to get started in this industry, Crawford offers structured training classes designed for beginners and new entrants into the claims world and is a wonderful place to start.
Our training page provides all the technical resources necessary to begin or sharpen your technical acumen.
That, along with building connections in this space sets you up for success when catastrophe strikes.
The hiring process: Finding the right fit
So, how do we evaluate whether someone is the right fit for our team?
“One of the first steps is a one-way video interview. Applicants answer a set of questions in their own space, at their own pace. This format allows their personality and communication skills to shine through. Based on their responses – their word choices, examples and tone – we can assess their soft skills and see if they’re a goof fit for the next step.”
The result? A more personal and insightful hiring process that helps us identify not just competent adjusters, but great team members.
Surprising backgrounds that lead to success
You might be surprised by the backgrounds that translate well into adjusting.
“People from restaurants and the service industry tend to do really well. They’ve worked in fast-paced environments, handled customer complaints and adapted to constant changes. Construction backgrounds can also be beneficial, as they provide valuable structural knowledge. Teachers also excel because they’re great communicators and problem-solvers. People with military backgrounds can also be great given their structured way of working, attention to detail and adaptability.”
For those considering a career in adjusting, the key is to identify and leverage transferable skills – especially in customer service, conflict resolution and adaptability. Additionally, flood adjusting firms, which we fall into, often seek individuals with specialized training in water-related claims, making prior experience in construction or emergency response especially valuable.
How to build a long-term career as an adjuster
Being a good adjuster is one thing, but what makes someone a long-term success in this field?
“It comes down to commitment. You can usually tell when someone is truly invested in this career by looking at their resume, training history and industry connections they have or haven’t made. The most successful adjusters are those who seek out learning opportunities and actively engage with the industry.”
At Crawford Catastrophe Services, we foster long-term growth by offering ongoing training, mentorship and professional development. Whether it’s through continuing education (CE) credits, industry conferences or internal leadership programs, we offer our adjusters a clear path forward in their careers.
Advice for aspiring adjusters
Thinking about a career as an adjuster? Here’s what you should ask yourself:
- How committed am I to this career?
- What steps have I taken to learn more about this field?
- Have I connected with experienced adjusters for guidance?
“We encourage anyone interested in this field to reach out,” Kristin says. “Our team is always happy to offer guidance, help you connect with industry professionals and provide insights into what it takes to succeed.”
If you’re ready to take the next step, explore career opportunities with Crawford Catastrophe Services here.
The power of continuous growth in disaster response and recovery
One of the most important qualities of a strong adjusting team is the willingness to evolve.
“Complacency is never the key to success. A company that values its adjusters will continuously evaluate, improve and adapt based on their needs.”
Crawford Catastrophe Services consistently refines our processes – from training and leadership to technology and culture – to best support our adjusters in having everything they need to excel in their careers.
Whether you’re new to the industry or an experienced adjuster looking for a company that truly supports your growth, we’d love to hear from you. By joining our team, you become part of a mission-driven organization that leads the way in catastrophe response and response and recovery efforts worldwide.
