People Skills Speed and Streamline Settlements

It seemed like an open-and-shut case. The insured said she understood that the policy covered the depreciated value of the equipment lost in the fire, not the replacement cost. The adjuster believed he made that clear. The file seemed to be making a bee-line for the back room. Suddenly, a letter arrives from a lawyer representing the insured threatening a suit and a complaint if the company doesn't up the ante substantially. What went wrong? Right Question Asked? A good possibility is that the adjuster simply didn't ask the right questions. With probing, he might have discovered that the policy holder didn't really understand the settlement. Further explanation might have avoided the whole mess.