End Result Syndrome

I am guilty.

And, so are you (probably).

Even as a steward of the industry, I jump to the bottom line.

I want the answer.

Don’t slow me down with the details or the background – just tell me what I need to know.

I don’t yet have a name for this condition.

And, as soon as I find a name for it, I will be piling onto the root cause.

Here’s the root cause: insurance is complicated. It is filled with complex terminology, labels, acronyms, buzz words, jargon, and slang.

And, even when the words are simple, the meaning is often subject to context.

Let’s drop down to an example. Consider the effort to measure the number of Days to Liability Determination in a claim file. Every claim leader wants their adjuster team to do this effectively and efficiently.

If the words “we are denying liability” show up in a claim file, it is dependent upon the author of those words. Written by an adjuster, it means a decision has been made. But, from a claimant carrier, it most likely means your adjuster needs to continue the process or escalate in order to agree upon a final liability.

Side note: It is easy enough for a person to discern this but building discernment into technology is a bit more thought-provoking. I digress.

Now, back to this condition of not wanting to be slowed down by the details.

The most effective claims executives I’ve worked with resist the urge to stop at the surface.

They invest time in understanding the consistency, accuracy, and transparency of the data underneath — because they know metrics are only as good as the judgment they reflect.

For the purposes of branding this condition, every good acronym should strive to be three characters. So, maybe we brand this condition should be called “ERS”: End Result Syndrome.

I will offer to be a Founding Member of the ERS Anonymous society.

Anybody else care to join me as an FM of the ERSA?