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A view into appraiser effectiveness: How does your staff stack up?

In todays data-driven world, measuring performance is essential.

By Bart Mazurek | Updated on March 31, 2016

A majority of my conversations with appraisal supervisors from auto insurance carriers include a discussion on appraiser effectiveness, which makes sense since these are the individuals that can have a significant impact on claim cost, cycle time and customer satisfaction. Most frequently, I hear that the obstacle to understanding the true effectiveness of appraisers is that the data can become too cumbersome — some insurers can review 20 measures or more to gain the insight needed to track and measure individual performance. Scaling this activity across their appraisers to get a peer comparison can be an extremely time-consuming exercise, which means it doesn’t always get done, resulting in organizational blind spots and missed opportunities.

Working for CCC, which contains a vast warehouse of claims data and provides software and services to more than 350 auto physical damage (APD) insurance carriers, my colleagues and I started to research how we could help appraisal supervisors increase their visibility into staff performance. Our goal was to help enable an actionable snapshot through the smart and simple application of key claims-related data based on important metrics identified by the insurance carrier. The result of this work is a data model that helps identify individual and peer-to-peer appraiser performance within an organization using a set of carrier-specific metrics.

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