A lack of or insufficient fact-based decision-making can be very expensive, creating the potential for incorrect coverage determinations or inaccurate comparative negligence assessments that in turn lead to potential loss through overpayment.
There's an old axiom that says, “Curiosity killed the cat.” Curiosity may very well have done the proverbial feline in, but a lack of curiosity is most definitely killing a number of claim organization performance results.
There is an absence of curiosity evident within the property/casualty claims business today. That is not to say all companies have fallen into a process or automotronic method of claim-file handling, but clearly there is a troublesome trend emerging that reflects the industry's continuing march toward adjustment by processing.
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