More extreme weather events have led to a rise in the number of people navigating the claims system while also undergoing a life-changing experience. We’ve seen this most recently and at an unprecedented scale with the wildfires in California, but attention to the emotional impact of major loss events started to become a trending focus following the severe hurricanes in recent years and the COVID-19 pandemic. When helping people through the claims process after a traumatic event, acting with empathy goes a long way.
It’s important to recognize that these experiences are traumatic for the people whose lives and property are affected, as well as for support experts, such as first responders and claims adjusters. Further, it’s important to acknowledge that people will have an emotional reaction to the traumatic event – this is normal and there are great resources available to talk about it.
For those supporting someone through a once-in-a-lifetime event like a major loss, responding with empathy is key. Empathy is the ability to put oneself in someone else’s shoes and emotionally understand what they’re going through. Follow these steps to protect yourself and bring an empathetic approach to a traumatic loss event:
Be aware of the mental health risks involved in the job
Because major weather events can have a ripple effect on everyone involved in the recovery process, support workers like first responders and claims professionals do need to be aware of the potential risk of secondary trauma on the job. Repeated exposures to a traumatic event have a cumulative effect. The symptoms of a secondary trauma response are identical to those in someone who has been immediately traumatized, so stay aware of your own experiences in the aftermath of a major event. If you have ruminating thoughts or worrying while off the clock, poor sleep, or digestion problems, these could all be signs that you need to talk to someone.
Be proactive
Having a plan to address mental health risks proactively is a smart step to protect yourself. Create a strategy for debriefing yourself after reviewing images depicting property devastation when adjusting a major loss claim. Consider who your support people are in your life and workplace. Can you talk to a supervisor or another trusted colleague about your experience? Be advised to limit media consumption – long periods of online browsing or “doomscrolling” can increase feelings of stress, rather than alleviate them.
Leaders play an important role in this step too. If you manage a team that is working with survivors, be proactive about checking in with your team. Expect emotional reactions to the event and acknowledge that reacting is a normal human response. Be sure to get your own support as well.
Know how to recognize the behaviors of someone who is traumatized
The aftereffects of a traumatic event can manifest in varied but predictable ways. In the days and weeks after an event, people experiencing trauma may have difficulty sleeping or relaxing, have racing thoughts, and be hypervigilant and easily startled. The trauma may even manifest in physical symptoms like gastrointestinal issues – diarrhea, nausea, vomiting.
Over the long-term, behaviors become similar to anxiety or depression symptoms. Survivors become irritable and experience interpersonal issues with relationships at work or with the family. Digestion issues may continue or worsen, along with skin conditions or high blood pressure from ongoing stress. Survivors commonly experience flashbacks of the event and feel re-traumatized by them.
Recognizing the short-term and long-term effects of a traumatic event on someone else can be a life-changing step toward getting them the help they need.
Shed some light on observed trauma response
It’s important to know that it’s considered normal behavior for people who have experienced trauma to try to hide the way they’re feeling. Just because a survivor may conceal their true feelings or symptoms does not mean the response should be ignored. If you spot trauma symptoms in a survivor or colleague, talk to them about what you’ve observed, ask how they’re feeling, and establish yourself as a safe person. Don’t assume the symptoms will go away on their own.
Be careful with your words
Secondary responders, including insurance adjusters, who work with survivors in the days and weeks after an event play a central role in maintaining a supportive and empathetic environment. Survivors are particularly sensitive to words and questions about their experience. This is a normal response to trauma. Experts are advised to avoid questions that could prompt the survivor to re-live the traumatic event and potentially re-traumatize them. Ask survivors about their current feelings, rather than how they felt when the event happened.
There are many free and confidential expert resources to help trauma survivors talk through their experiences: workplace employee assistance programs, community-based mental health counseling, nonprofit survivor outreach resources from organisations like the American Red Cross, and the 988 Lifeline are all places survivors can turn.
For supporters, reminding a survivor in crisis that they aren’t alone and that there are options to get help for mental health needs not only shows empathy – it shows care. In the claims industry, giving care is at the heart of what we do and is one of the most important ways we can support others.
Tags: Claims, claims careers, Empathy, Mental health, Mental health care, mental health risks, Mental wellness, risks, trauma