California Independent Insurance
Adjuster
Sams & Associates
The ongoing theme of this feature is experience in the
insurance industry and the subjects of this month's feature
have years of expertise to utilize and share. They are the
management team of Sams & Associates, an independent
adjusting firm that has gathered these professionals to direct
the operations of a network of offices and resident adjusters
throughout California and Nevada. They are a group that works
hard and likes to have fun. Family is an important part of all
of their lives and in fact, they consider the Sams associates
to be a 'family' in the emotional sense. We talked one day in
their newly expanded office space about the insurance industry
and the role of independent adjusters in today's quickly
changing business world.
Jerry Wells started working as an adjuster for Royal Insurance
while still a student at Sac State. Later he moved to Truckee
and with Glenn Stice, operated the Stice-Wells Insurance Agency
which was sold to a large insurance broker after many
successful years. He also had front line experience as a first
responder as a fire chief and EMT for Tahoe Forest Hospital. He
was one of the founders of Truckee River Bank which was later
sold to Bank of West. Jerry returned to Royal Insurance as a
regional claims manager and worked there until they ceased
operations. While at Royal he recalls encouraging Don Sams to
leave Brown Brothers Adjusting to go out on his own. He has
been a Regional Vice President for Sams & Associates since
1994.
Bob Lund was given the responsibility for many new projects
since he joined Sams & Associates in 1995, some of which he
previously knew little about. He taught himself expertise in
computers in order to lead the way to Sams & Associates'
utilization of cutting edge technology, for instance. "Bob"
says Don Sams "has responded to the needs of the company by
learning to be good at whatever we needed to excel." Bob
started in the insurance business as an adjuster for
Progressive Insurance after a 14 year stint as a restaurant
District Franchise Training Manager. His focus on training
stems from his years of seeking the right people with good work
ethics and organized work practices to fill the positions that
rely on these traits.
Jim DeVard got his start at the Title Insurance and Trust
Company as an escrow and title officer before trying his hand
at sales. Finding sales not to his liking, he accepted a job at
CSE and stayed for 38 years. He started as a trainee adjuster
and ending his career with the same company as a Regional
Vice-President. Jim sees the challenges of the insurance
industry the same as most industries in that quality people are
hard to find. "When I was coming up the AIC course was the only
training that was available for insurance people and I only
knew a couple of people who had the CPCU designation." He
stated. "Now there are many options available including on-line
courses for study, but the basic qualifications
remain…Communication; Organization and Time Management. These
attributes will determine the successful adjuster."
It is telling that Don Sams is the last to weigh in on the
question of the state of the insurance industry today. While
the discussion swirled around the room, Don leaned back and let
his team take the lead while he contemplated their remarks. It
seems obvious that he respects the opinions of the team that he
has gathered, and openly says that he seeks their advice before
moving ahead on new projects or directions. Don credits the
team with the company successfully competing in the electronic
era to work smarter and cut the costs to the levels that the
carriers demand. The decision to consolidate the operation to
Sacramento was based on a more affordable lifestyle for the
families that comprise Sams and Associates and more affordable
offices. There are four Sams and Associates divisions serving
specific contracts and Time and Expense clients throughout the
California and Nevada territories. Through improved technology,
including a virtual private network, they are able to monitor
and mentor the claims process and product. This allows for the
use and success of resident adjusters, they are able to reduce
commute times for their employees and travel time for their
clients. When the reports come in there are 5 managers
available to review the file which improves quality control.
The 6 clerical staff people are able to process the work
effectively in a timely manner. "We are proof that you can
teach old dogs new tricks", Don laughs. "I believe that we are
a viable option with the current carrier concern about employee
overhead and benefits, not to mention the overtime
exposure."
Bob said "the carrier staff and experience levels are shrinking
so it's difficult to do so much more with so much less."
"Carriers cannot afford to have adjusters everywhere their
policy holders have losses so the employee costs drive the
claims to independent adjusters" Jerry added.
"Some of the carriers have worked hard to develop a corporate
culture that will retain their employees", Don continued "the
most effective of these companies see the results of their
efforts, while others just don't go there." "We like to feed
our company's growth by carefully fitting new employees to the
position." "Our hiring process is rigorous and the emphasis is
on finding people with skills who will fit in with our
organization. It is so important for us to have the person fit
with our corporate culture that their ability to get along with
the team is almost on a par with their skill level." "The
resident adjusters who work from home are a great example of
how a good situation for some is just not workable for others.
It must be a win-win."
Don finds this process of fitting the person to the task so
compelling that he regularly finds himself in the position of
helping adjusters who are down sized become successful
employees of other companies through his extensive network of
contacts. "Don is The Grid", Bob interjects, referring to his
bosses' ability to network for and find opportunities for his
adjuster acquaintances. Don brushes the compliment aside with a
smile, "I have found that if one takes care of family, friends
and clients- all else will take care of itself to have a
productive life and business success." Sams and Associates is
an active participant in charities and the list of the
recipients of their contributions is considerable. WEAVE and
the American Diabetes Association are just 2 of the
organizations that have benefited from Sams and Associates
contributions. Don was an organizer of the first annual Father
of the Year Award in Sacramento and Jim was on the committee.
They also worked on the Bobby Jackson Breast Cancer Foundation
and Jim was a volunteer with the Suicide Prevention Hotline.
Don has also worked with youth organizations through his church
to provide humanitarian aid in Mexico. 2 of the more diligent
workers on those trips now work in the Sams and Associates
office in Sacramento.
All of the management team are regular attendees at the
Sacramento Claims Association meetings and generous sponsors of
CCNC and SCA events. Jim DeVard says "The speakers have almost
always been helpful in providing information that adjusters
need to do their job." Jerry adds "On some subjects, this may
be the only training they get." "The various topics are a key
to global understanding of the insurance business and peer to
peer solutions to problems that adjusters face may be more
helpful than a chapter in a book" according to Don. "The key to
attending is for the adjuster to view their career as more than
just as a job and gaining more knowledge leads to personal
growth." Bob added.
Sacramento Claims Association News Network
newsletter - November 2006
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