Flash forward to the present. Smartphones and iPads abound. If I want to do a scene investigation, I can do so in a virtual environment. It is as easy as the click of a mouse to determine speed and direction force. But even though the times have changed, adjusters still need tools to properly conduct and complete a thorough and accurate claims investigation.

The Fundamentals

The key to success among industry leaders has been effectively leveraging people, processes and technology. As business leaders, irrespective of industry, outcomes are driven by having the right people in the right positions. After all, if it is fourth and goal with inches to go, 2 seconds left on the clock and your team down by four, who gets the ball? Conventional wisdom may dictate leveraging your greatest athlete. But won't the defense be expecting that? Herein lies the problem if you don't have “A” caliber talent in every position.

Certainly this is easier said than done, but it can be accomplished. Just as athleticism on the field varies, so too do investigative capabilities in the world of claims. This is where the right tools can be used to calibrate an organization to achieve optimal outcomes.

From call centers and appraisers to evaluation accuracy and negotiation strategy, insurers benefit by leveraging the right tools to improve outcomes, reduce expenses, and retain policyholders. Who should be front and center? But, even a world class quarterback can't guarantee that outcome. It will take a combination of strength and focus by the offensive line and backfield athleticism to pull this off on the field.

In today's competitive market, what should be done on fourth and one? As a coach, the focus isn't only on the players but on the playbook and technology. What is the defense expecting? Probably the ball to go to my Pro Bowl wide receiver? Possibly a bootleg by my first round quarterback? Maybe a run up the gut by my world class running back? The solution is to have talent that is so remarkable, every position gives the defense reason for pause.

As a coach, I want to win this game. I owe it to the players, the fans and the owners to come up with the solution that will be virtually foolproof. Technology allows me to get a read from the booth and out of the hat comes “the play.” Perhaps a little ingenuity, along the lines of Mike Ditka's usage of William “The Fridge” Perry in short yardage situations.

The same holds true in claims organizations where accurate outcomes and fiduciary responsibilities are owed to customers, management and shareholders. People understand the responsibilities, but it is the tools that allow them to achieve goals better, faster, consistently and more economically.

On a closing note, the play called was a play action pass with a roll to the left. The ball was caught in the corner of the end zone by a receiver left wide open as the result of the defense stacking the box with a certainty that the play would be a run up the middle.