Claim Professionals

Take a moment and walk with me on the wild side. 🚶‍♂️

If you had a choice between leading a team of claim professionals that were:

A) Experts in communications, investigations, valuation, reserving, and the nuances of adjudicating... , or B) Master technicians of your respective claim system...

Which would you choose?

There should be little argument that in the short term, the adjuster reps excelling in the tasks of adjudication will produce better outcomes and lower claim costs.

But wouldn't it be wild for adjusters to not have to spend excessive amounts of time learning, populating, correcting, and managing the claim system?

In the long term, without a properly administered claim system, high performance simply cannot sustain itself … which makes the idea wild.

While adjusters need to be skilled in both claim tasks and system tasks, there is one attribute that should be non-negotiable: improving the judgment of adjusters.

Improving adjuster judgment provides both short- and long-term performance improvement.

There are two fundamentals to improving judgment:

1️⃣ The Repository: What is the most prolific repository of adjuster judgment? Their documentation. It is the documented facts, circumstances, and decisions that reflect how adjusters receive and process data.

2️⃣ The Foundation: What is the foundation of improvement? Measurement. Without measuring something, it is impossible to know if it is truly improving.

Tools now exist to refine raw documentation into actionable measurement. Whatever tool you use should be firmly grounded in Consistency, Accuracy, and Transparency.

Everybody in the insurance ecosystem wins when adjusters are empowered to use their skills to engage with claim constituents using the right tools, in the right way, and at the right time.

This is the claim professional being professional. 🙌