The ICBC Adjuster – Wearing Two Hats

Like any big company with thousands of employees, you are going to come across a wide variety of personalities and approaches taken by the adjusters. Usually, your initial claim will be assigned randomly to an adjuster based on workflow at the claim center and the location where you live/work. You really do not have a lot of control over which adjuster is assigned to the file.

While some adjusters are genuinely concerned over injured claimants, you should never assume that the ICBC adjuster is working for you. Although the adjuster may say that you are the customer, the reality of the situation is that the adjuster’s performance is considered, in part, on how little the adjuster spends on a claim.

Two of the criteria under which an adjuster is marked on performance are “allocated expenses” and “severities”. Allocated expenses are the amount the adjuster spends per file on such things as ordering doctor reports, defense lawyer costs, etc… Severities is an adjusting term that refers to the amount paid out per file.

Obviously, the lower the allocated expenses and severities are, the better the adjuster is ranked amongst his/her colleagues. Hence, you may be mistaken if you think the adjuster is looking out for you. Unless the adjuster does not care much about performance yardsticks or his/ her personal success, chances are that the adjuster will be looking to minimize the amount paid out on your claim.

ICBC wears two hats. The first hat is where they suggest they are working for you to help you with your claim. The second hat is where the adjuster is trying to minimize the amount paid out to you regardless of what you truly deserve as a result of your injuries.