One afternoon, I made four telephone calls to clients I currently do business with or have done business with in the past. 

If I have pending cases with a client, I normally work my marketing into the communications about the case so that the client doesn’t feel he’s being marketed. Thinkstock/iStockBut make no mistake, relationship building is happening.

These four individuals were scattered about the country, one in New York, one in Dallas, one in Scottsdale, and one in Sacramento. I’m not able to visit them but once a year at best. 

Because they are Type A personalities with high severity losses, that’s probably acceptable strategy for an independent adjuster who doesn’t want to be seen as harassing an important client, particularly one who knows what he wants, when he wants it.

But they were on a three month call cycle and I made my call and opened with this line: “I’m just making a wellness call to make sure you’re alive and well and that everything is OK.”

Without fail, each responded with a chuckle, some light talk and expressed sincere interest in what was happening with me. Before we hung up at least two brought up the probability of an assignment coming my way (a reason to follow up within a week).

There is a cycle or frequency of contact that you want to put adjusters on. It varies by the severity and quantity of their losses. The art to figuring out just the right timing can be learned and perfected. 

Peter Crosa has been a licensed independent adjuster for more than 35 years, handling insurance claims throughout the United States and Latin America. Since 2000, he has traveled across the country conducting seminars and speeches on the topic of marketing restoration services to the insurance claims industry. He is author of the 2013/2014 Restoration & Mitigation Contractors Guide to Insurance Repair Marketing. Visit his website at or e-mail him at to ask a question.