Too many companies try to operate their claims programs on autopilot. This has never been more prevalent than today, when many companies and public entities have reduced the size of their risk management or claims departments.
The companies outsource more of these functions to “partner” organizations, believing they are looking out for the company's well-being. While outsourcing might be the best ultimate solution for these companies, autopilot should not be the word that describes a firm's program.
The full definition of autopilot according to the Merriam-Webster dictionary is, “a device for automatically steering ships, aircraft, and spacecraft.” It goes on to say, “The phrase on autopilot is often used to describe a person who is doing something in a mechanical way without really thinking about it.” Is this how you want your claims program to run?
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