Outcome management begins with the premise that policyholders have unique attitudes and behaviors that must be considered as part of their litigation preparation. (Photo: Shutterstock)
We live in a society where we can do nearly anything with a click of a mouse or the tap of a phone or tablet. However, litigation outcomes are distinctly human events that are the product of old-fashioned perceptions of credibility, appearance and sympathy. Juries and even judges can be wildly unpredictable; and for that reason, it is understandable that claims professionals might feel that all control over outcomes is lost once jurors retire to the deliberation room.
|Employing outcome management
There is a different way of approaching the unpredictable nature of litigation outcomes by applying what I call "outcome management" to the entire claims process.
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