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Angela Biggs, a longtime workers' comp system participant, listed several possible reasons:

• Most of the claims adjusters out there have been in the industry a long time, and as a result, there is no new blood. The people who are still there have lost their excitement about their jobs.
• We are not able to attract young workers' comp adjusters, and I think this is, in part, due to the demand of the job. The newer generation is not interested in a job where the hours and workload are never-ending.
• You are so caught up doing paperwork that you cannot stop to actually handle the claim effectively, which includes investigating and being proactive.
• Adjuster's caseloads are ridiculously high leaving them only time to push paper and put out fires.
• The decline in good pay for great adjusters.
• A lot of companies don't want out-of-the-box thinking. They want someone who will follow the rules. Adjusters who can just "check a box" to show the work is complete. They are not concerned about the quality that went into being able to check that box.
• Companies continue to hire bad examiners to put a warm body at a desk.

April 18, 2011