“Oh I’ve, been smiling lately, dreaming about the world as one. And I believe it could be, someday it’s going to come.” – Cat Stevens

I’m aware that there are plenty of articles about good claims practices in the claims world. I would like to take a different approach to all of the studies and the data that has been compiled, and provide a different approach based on my observations of the truly outstanding claims organizations that I’ve had the opportunity to work with.

In all of the training courses that I have conducted for companies, all of the work I have flowcharted, all of the interviews I have conducted with employees, all of the monitoring I’ve done of claims telephone conversations and reviewing of work claims productivity, I have found that the truly exceptional claims organizations are the ones with employees that have five things in common, which I’ve compiled into a list called the “Carl Van's Five Standards of Great Claims Organizations” model.

  1. They know why they’re great.
  2. They know where they stand.
  3. They know where they’re going.
  4. They can accurately describe their jobs.
  5. They know what customer service is.

They Know Why They Are Great

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