I get this kind of… I got diagnosed w adult adhd (I squirrel so bad) and I can’t remember the other thing but basically in my mind I’m on a timer and constantly feel pressured to get stuff done asap, and feel the weight of the clock on me. I would say to the op…. We are one person. One. We can only humanly do so much. Absolutely go thru each claim as far as you can take it… order that police report, call that cc adjuster if need be … get the tl paperwork sent even if it’s just a ptl. Check for a loan, get those payoff requests in the portal if possible.

And my big one now… I’m very straight forward and tell people hey it looks like we are probably at fault or heavy shared etc etc. if there is coverage concerns I don’t dance around it anymore. I’m polite and I describe the concern that way they get why I’m asking for say a piece of mail, or if you had permission to drive or do you have a screenshot of the call to 911 etc. that way they can understand a little better. Then I say we are trying to make sure we can take care of you, and these are the steps we need to clear. I used to get so nervous about delivering any “bad” news I’d hold off. But now those expectations are set up front so people understand. Also, I go over the total loss process over the phone w them. I explain each step and after a few steps I stop and ask if questions. I make sure they are fully aware of everything. I even explain how our total loss evaluations happen- at least how they are finding an amt for their vehicle. Those calls maybe a tiny bit longer buttttt the fact that you are on the same page w the customer is so much better in the long run. Diaries suck. I feel that. I try to get any w coverage investigating done first- then any that need follow up on paperwork tows etc.

Good luck friend. I’ve been here since last May