As I speak with claims executives at various insurance companies, their concerns are often quite similar and generally revolve around the lack of organizational consistency. They lament that giving the same claim to different adjusters can result in markedly different outcomes. This is true, as adjusters often perform claim-related tasks very differently.
In any business there is a spectrum upon which employees perform ranging from outstanding to not so good. This is part of the reason that we go through the annual exercise of performance reviews, so that those who exceed expectations can be rewarded, while those with opportunity for improvement can be counseled.
In the book "Re-Adjusted: 20 Essential Rules to Take Your Claims Organization from Ordinary to Extraordinary," it is suggested that there are A, B and C employees. "A" employees are your future leaders. These are the outstanding performers of today that consistently deliver over the top results. At the other end of the spectrum are the "C" performers, where inconsistency and excuses find a home. "A" players typically make up about 20% of an organization as do "C" players. In the middle are the "B" players, typically 60% of an organization and the people who do a solid job but need the occasional guidance and reinforcement to produce an "A" level product.
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