A claim department is a difficult system to measure. An engineer who designs a bridge can precisely predict and measure the deflection from a load on the structure. A claim manager can't be nearly as sure about the effect of decisions made in the claim office. Some aspects of accuracy in property claims can be accurately measured, but much of the work is more ambiguous. Did a delay in investigating the claim cause the claimant to retain an attorney? Did a concession in settlement negotiations avoid future time, expense, and indemnity payments?
With more than $113 billion in claim payments in 2008 just from U.S. auto carriers, managing quality is an important job that affects not only the financial bottom line, but also customer retention and employee satisfaction. A lot of time and money are allocated to performing quality assessments. Now is a good time to take a close look at the process to make sure it is effective.
Transforming QA Efforts
Recommended For You
Want to continue reading?
Become a Free PropertyCasualty360 Digital Reader
Your access to unlimited PropertyCasualty360 content isn’t changing.
Once you are an ALM digital member, you’ll receive:
- Breaking insurance news and analysis, on-site and via our newsletters and custom alerts
- Weekly Insurance Speak podcast featuring exclusive interviews with industry leaders
- Educational webcasts, white papers, and ebooks from industry thought leaders
- Critical converage of the employee benefits and financial advisory markets on our other ALM sites, BenefitsPRO and ThinkAdvisor
Already have an account? Sign In Now
© 2025 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.