Time Reveals All: But What Happens Until the Revelation?

The passage of time is the absolute best input for revealing the quality of a claim adjuster’s judgment.

Coverage positions that prove difficult to defend. Investigations that are missed, incomplete, or untimely. Excessive storage costs after Total Loss declarations on claim after claim.

The longer the period of time, the easier it is to recognize poor decision-making and bad judgment.

But what happens in the meantime?

When it takes too long to identify poor judgment, loss costs rise and quality outcomes drop. Without consistent visibility into adjusters’ decision-making, claims leaders often see the consequences way too late.

This delayed feedback loop is one of the most expensive realities in claims organizations.

The best strategy to overcome the delay resides in the ability to measure adjuster decisions on core tasks across the full population of claims — consistently, accurately, and transparently.

This approach shortens the time between adjuster decisions and when claims leaders can take informed action. It gives leaders objective information they can use to guide coaching and development much earlier in the process.

Be Bold Think Small serves as a powerful antidote here.

Instead of treating all adjusters the same, leaders can focus measurement on the specific judgment areas that matter most to their book of business — creating targeted, timely guidance rather than waiting for outcomes to tell the story.