The football playbook has changed dramatically over the years. Teams no longer use the single-wing formation, and it has been a long time since anyone has tried a drop-kick. Since the invention of the forward pass, coaches have continually experimented and adapted to change with new plays and strategies.
Insurance has changed dramatically in recent years, as well, but the playbook used by many claims organizations has barely been expanded. Rather than develop new plays, many insurers simply try harder with strategies and tactics that are inappropriate or outmoded. These insurers should not be surprised when they don't get the outcomes they desire.
We believe that claims executives need to undertake a fundamental re-examination of the situation at hand. A fresh look at the challenges facing the claims organization—some old and some new—can help leadership forge a vision and a plan for the future.
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