When asked, "What do you like least about your job?" many claim managers reply, "Personnel issues!" Often, claim managers like developing business, servicing clients, and leading a claim team. This is what makes them tick.

However, these same claim managers get no charge from tracking adjuster vacation requests, monitoring adjuster attendance, or managing sick days. They dread conducting employee appraisal sessions or mediating between two feuding members of their claim staff. As claim staffs grow, though — whether in an insurer organization or in a TPA — so too does responsibility for human resources. Claim managers need to treat their staff well and provide for their well being. Other than stockpile Advil, what more can claim managers do?

One thing is clear — failure to address personnel issues will spike turnover and staff attrition. This disrupts workflow within a busy claim office. It degrades client service, as customers — rightly or wrongly — perceive a "revolving door" with a new adjuster handling their claim every time they call. It can torpedo morale, as the "surviving" adjusters often must stretch to cover the caseload of the dearly departed. Investment in human resource issues can improve workflow, enhance claim productivity, boost customer service, and elevate staff morale.