As I was sitting through a fascinating discussion being facilitated by "Practical Futurist" Michael Rogers, I couldn't help but reflect on how things have changed when it comes to insurance claims. When I began my claims career in 1989, the first George Bush was president and Pontiac still made cars. I know, because my first company car was a Sunbird. In fact, many adjusters had company cars because our job was done in the streets, miles from the types of service centers that handle the majority of claims today.  

The tools of the trade were simple; a Polaroid camera, a Dictaphone, a calculator and estimating sheets. We had no computers or cell phones. If you wanted to make a call, you dropped a quarter into a pay phone and hoped someone on the other end would pick up. All of our "Adjuster Notes" were handwritten. Changing reserves meant filling out a form in triplicate and waiting a few days for processing. There were no iPhones, iPads or iAnythings for that matter. I think it was the early 90's when I got my first mobile phone, which was roughly the size of a cooler you'd take to the beach on a warm summer day—and it weighed just as much.   

But despite this lack of technology, we somehow managed to adjust claims. In many respects, the outcomes were often better than today. The learning curve was quick, especially on the streets of South-Central L.A., which was my first territory. Fraud was rampant, gangs were prevalent and there was no shortage of corrupt body shops, attorneys and medical clinics. In the early 90's, it was estimated by the Los Angeles District Attorney that roughly half of all claims in L.A. County were fraudulent.