With the right set of data, it is possible to not only gauge what is being done internally, but also amongst the competition, creating an instant competitive advantage.

While training departments and procedure manuals play a valuable role in the training process, there is no substitute for a line manager who can turn a novice into a pro.

What the Cleveland Indians of 2011 are doing is nothing more than following the rules that will take a claims organization from ordinary to extraordinary.

While we all may have individual opinions regarding guilt or innocence, the outcome in this case resulted from the quality of the investigation.

Though less is often more, carriers must avoid sacrificing quality, disposition, and severity of expenses while building an innovative organization.

The Dallas Mavericks pulled off what many thought to be unthinkable in beating the Miami Heat for the NBA championship. Their focus and success can be a lesson for claims departments.

During a recent claims audit of a large P&C carrier, I had a number of head-scratching situations as I pondered steps that could have been taken to achieve a more accurate outcome.

In many ways, organizational hiring is a lot like the NFL draft. Interviews serve as combines, and managers act as coaches and scouts. Here is how to avoid drafting a bust when hiring for your organization.