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6 Factors Impacting the Claims Caseload

What is the ideal claims caseload? The answer is often elusive to management and adjusters alike.

By Kevin Quinley, CPCU | Updated on May 28, 2013

From the newest adjuster to the chief claims officer in an insurance organization’s home office, every claims professional has likely wondered at one point or another, “What is the ideal claims caseload?”

That question still yields no quantitative answer. Those posing the question seek hard numbers. An adjuster’s caseload should pose a constructive challenge, causing a claims professional to stretch his or her capabilities without snapping. It is a very rare adjuster who has time to twiddle thumbs. I mean, have you ever known a claims person who resembled the Maytag Repairman? However, caseloads should not induce adjuster despair.  If adjusters are drowning in files, then they are reduced to putting out fires. Mistakes happen. Deadlines slip.  Policyholders and claimants get upset. Disputes and claims litigation increases. Stress levels and blood pressures rise. Complaints and turnover spikes. 

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