Does it make sense to ask the homeowner to manage a $20,000 roofing project or an $84,000 water loss event with only a check and no real-time guidance? Adjusters are expert project managers at claims events, and not giving them the ability to guide the homeowner through this process as it unfolds is simply untenable. (Credit: Andrey_Popov/Shutterstock) Does it make sense to ask the homeowner to manage a $20,000 roofing project or an $84,000 water loss event with only a check and no real-time guidance? Adjusters are expert project managers at claims events, and not giving them the ability to guide the homeowner through this process as it unfolds is simply untenable. (Credit: Andrey_Popov/Shutterstock)

As we wind down the year coming into the holidays and start to plan for 2022, a few questions plague me.  One, in particular, is since we as an industry talk about focusing very heavily on customer experience, don't we have to examine some standards that we have used for decades and update them to reflect this new reality? One of these standards is cycle time in claims.

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Claims Technology
Customer Experience