Sometimes we drop the ball. In a day and age where culpability can cost one dearly, it is probably best to never err, or at least cop to it. In a profession that demands perfection, claims professionals are fallible, insurers liable, for a host of disappointments and unfortunate events. Problem is, the world is watching when insurers stumble.

On a pretty consistent basis, p&c insurers catch a lot of flak from different directions—consumer advocacy groups, disgruntled claimants, politicians, and media outlets, amongst others. Often the assertions peppering news headlines seem downright sensational, especially those following a major catastrophe, such as Superstorm Sandy.

One could blame such criticism on a pervasive bias against the insurance industry, or perhaps the public's notoriously poor understanding of the business itself—as most policyholders familiarize themselves with the terms of coverage when it's time to file a claim, rather than before. After all, insurers face the unenviable task of acting as both enforcer and messenger in times of destruction and incalculable despair. They must make fair, albeit unpopular coverage decisions based on facts, policy language, and an increasingly erratic Mother Nature. When emotions flare and patience is an impossible luxury, adjusters must be resourceful, calm, stoic even. In particular, field adjusters routinely do so at great personal expense, forgoing creature comforts and time with their families while also maneuvering the harsh realities of "ground zero." Serving as the new (and sometimes only) constant in a claimant's post-catastrophe reality, these consummate professionals must execute their duties and then some….flawlessly.