HomeWhat defines a generation? While music, fashion and social commonalities have long linked members of the same age group (as well as separated them from past and future generations), beneath the outer trappings is a shared, cultural mindset that affects everything from career and financial expectations to how individuals react to personal misfortune, including how they handle claims.
“The age of your claimant may have a lot to do with their expectations for the outcome of the claim, including their monetary expectations, propensity to file suit, risk tolerance in taking a case to trial, expectations for certain types of damages, and the timing in which the claim will be resolved,” explains Alabama attorney, Jim Pattillo, in the October 2013 issue of Claims Management. “Although every generation thinks the generation that follows it has a bit of an entitlement mentality, there are things about Baby Boomers, Generation X, Generation Y, and Generation Z that [adjusters] should consider when negotiating or even mediating a claim.”
The generations of the 1940s and 1950s, who had been through the Great Depression and World War II, often took a less demanding look at their losses or injuries, being more stoic and seemingly more understanding. But by the 1960s, when plaintiff attorneys began advertising, one’s right to justice in a loss became more apparent and million dollar verdicts less rare. Pattillo’s article, “Understanding the Generational Expectations of Claimants”, begins with the Baby Boomers, those born between 1946 and 1964. Describing them as “idealistic, competitive and will question authority,” Patillo says, “Expect them to be skeptical and question whatever proposition you make or any information you provide,” and recommends being prepared to justify a position.
The Generation X group (born between 1965 and 1977) “is very self-reliant and resourceful. They also are distrustful of institutions,” says Pattillo. “Mediation with a neutral party that develops trust can be very effective with this group,” which is also adaptive to technological change. The Generation Y group (born 1978 to 1987) is also self-reliant and resourceful, Pattillo says. “They tend to be more realistic by some accounts. You may have more luck negotiating with them directly aspro se [without counsel] claimants. However, this generation also can be very egocentric and, thus, may have an inflated sense of value.”
For Generation Z members (born after 1988 and into the 21st century), Pattillo notes, “Technology is not a novelty … but is as common as electricity was for Baby Boomers. Social media is woven into the fabric of their lives. They live much of their lives online and even prefer digital communication as opposed to a phone call.” He says that social media evidence can be very helpful in discovery, and that they “are also the most eclectic in terms of friendships and connections. It also has been said that they are the least likely group to believe in the American Dream. They may be willing to do more with less than their predecessors and, thus, may be easier to negotiate with.” But, he warns, they may also be influenced by counseling from someone of an earlier generation.
While a person’s experience and perception may differ from generation to generation, as one wise, old claims manager once said, “A claim is worth whatever it settles for on the day it is settled.” Understanding how to deal with personality issues is a major part of what is taught in Crawford Educational Services classes and KMC On Demand courses. In addition to earning CE credit in a wide range of subjects, learners can gain invaluable insight into how to manage claims—and expectations—across generations.
