Stop Focusing on Output

Stop focusing on output. Start measuring process.

You cannot change last month’s number of close claims, average indemnity, or any other result.

You can change the work happening on the files right now:

• Reviewing coverage

• Making timely contact

• Investigating

• Valuing damages

• Determining liability

Those tasks drive next month’s numbers. Count only the harvest and you are always late.

The great news: your adjusters already wrote what they did and when they did it — in the claim notes. Turn those documented tasks into measures you can trust: consistent, accurate, transparent, month after month.

Then you can reward the excellence and train the lag.

Stop focusing on output. Start measuring process.

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