Your initial claim will be assigned randomly to an adjuster
Like any big company with thousands of employees, you are going to come across a wide variety of personalities and approaches taken by the adjusters. Usually, your initial claim will be assigned randomly to an adjuster or team of adjusters based on workflow in the corporation. You really do not have a lot of control over which adjuster or team of adjusters is assigned to the file. For all you know, you can be assigned an adjuster on Vancouver Island when you live in the North or vice versa.
While some adjusters are genuinely concerned about injured claimants, you should never assume that the ICBC adjuster is working for you. Although the adjuster may say that you are the customer, the reality of the situation is that the adjuster’s performance is considered, in part, on how little the adjuster spends on a claim.
Two of the criteria under which an adjuster is marked on performance are “allocated expenses” and “severities”. “Allocated expenses” are the amount the adjuster spends per file on such things as ordering doctor reports, investigator fees, defense lawyer costs, etc.… “Severities” is an adjusting term that refers to the amount paid out per file.
Obviously, the lower the “allocated expenses” and “severities” are, the better the adjuster is ranked amongst his/her colleagues. Hence, you are mistaken if you think the adjuster is looking out for you. Unless the adjuster does not care much about performance yardsticks or his/her personal success in saving ICBC money, chances are that the adjuster will be looking to minimize the amount paid out on your claim.
ICBC adjusters wear two hats. The first hat is where they suggest they are working for you to help you with your claim and recovery. The second hat is where the adjusters are trying to minimize the amount paid out to you regardless of what you truly deserve because of your injuries.