Web Exclusives 

The claim experience can either make or break a customer’s relationship with an insurer. Insurers must understand how people will react to loss scenarios in order to customize services that will ensure customer satisfaction. ...

As we enter the middle portion of the 2010 hurricane season, we find ourselves faced with another issue to add to the post-oil spill mix: Will there be enough adjusters to handle a large catastrophic event when, and if, the need arises?...

Instead of using offshoring for cost-reduction purposes alone, insurers should evaluate it as nothing less than part and parcel of their strategic efforts to increase growth and profitability....

Claims Magazine spoke with the man President Obama appointed as "pay czar" of the $20 billion BP oil spill compensation fund, Ken Feinberg. In this exclusive Q&A, he talks about the claim process and what must happen for people to get the money they need....

Claims never seem to be routine when animals are involved. As insurance professionals told us, animals complicate matters by chewing, devouring, stomping, or even just lying motionless....

New automation options can now handle the link between UR-approved treatment plans and medical bill review. Read about how payers and claim professionals can better manage rising medical costs while streamlining the claim process. ...

Knowing where you are going in selecting the right e-billing system begins with a disciplined selection process that focuses on two important factors....

Joe Roland, owner of Steamatic of Middle Tennessee, examines the damage to a Nashville home that was severely damaged by the spring flood of 2010. ...

Insurers wage a constant battle to keep costs down while promoting growth. This balance is especially tricky when it comes to data quality technology upgrades, which can be difficult to quantify without proper planning. ...

By actively listening with empathy, challenging old models, and expressing a willingness to learn and implement a new skill set, insurers can move in the direction of a long-term, loyal customer base....

Collision repair is no longer an art; it’s re-manufacturing science. What measures should a repair shop take to restore the actual safety of the car, in light of new demands from continually emerging car models?...

Although there are still are no guarantees — and the law can vary widely among jurisdictions — a small measure of predictability is creeping into the area of punitive damages. Read about court decisions that may shape settlements in the future. ...

Given the pressure to scale back and increase the bottom line, it is more crucial than ever for insurance carriers to maximize subrogation recoveries. Two key strategies will enable carriers to move out of the red ink and into profitability....

An engaged workforce is one of the most effective ways to propel your organization. Learn how to gain an accurate view of where your employees stand, as well as how to motivate them and increase company loyalty....

In the Back to the Future trilogy, Marty McFly experiences a lapse of reason every time someone calls him “chicken.” Just like Marty, adjusters can be drawn into conflict with verbal attacks. Learn how to diffuse these situations by looking inward....

Outlining what claim professionals need to know about efforts to counter new trends toward underinsurance. ...

There is still considerable media buzz surrounding Chinese drywall. For many homeowners, the nightmare is far from over. Why are the culpable manufacturers not answering U.S. courts? ...

By following certain steps during a slip-and-fall lawsuit, you can take the fate of your claim out of the hands of a potentially sympathetic jury, and any decision that might come forth for a potentially damaging verdict. ...

To build relationships with adjusters, vendors must understand their role in contributing to competence, cost efficiency, and expediency in resolving claims. ...

How can two investigators arrive at divergent conclusions when examining the same fire? Learn about legitimate smoke particle testing methods that help uncover the true conditions at the time of the loss. ...

While each insurer is unique, a set of core “best” practices can transform claim operations and lead to a more profitable business paradigm in nearly any organization. ...

How do you match stone, brick, or roof tiles that are no longer being manufactured? The author takes us through the tricky process of restoring and repairing stonework, listing alternatives to costly removal and re-bricking....

Implementation of the Medicare Secondary Payer (MSP) Mandatory Reporting requirements has been pushed back to January 1, 2011. This delay will afford affected insurers more time to understand and prepare for the changes....

Two attorneys discuss why an insurer should consider including an assault and battery exclusion in its policy in addition to (not in place of) the intentional acts exclusion. ...

The ability to take appropriate action based on fact rather than myth can be critical in successfully recovering damaged documents, ensuring business continuity, and controlling costs. One document recovery expert separates fact from fiction....

A 20-year claims veteran offers a candid discussion of the challenges of balancing quality technical claim handling with customer service. ...

A vibrant source of revenue, subrogation is often under utilized. Learn how to maximize its benefits as the author makes the case for why recovery requires specialized skills and why perceptions and protocols should be re-examined. ...

If prior instances of contamination related to products made in China prove to be any indication, then these recent discoveries of cadmium-tainted children’s jewelry are likely to result in extensive litigation....

What irks claim professionals the most? One attorney weighs in on common beefs, from ignorant defense counsel to difficult claimants. ...

When managing large or complex business enterprises, does a centralized or decentralized approach provide the best outcome? One company details its successful journey in workers' comp claim management. ...

In light of the recall of virtually millions of vehicles, Toyota executives find themselves in a nightmare, and the ramifications are not yet clear. Historically, recalls of this magnitude will continue to be far-reaching. ...

Insureds may retain the services of public adjusters due to the perception that insurers do not fully disclose and fulfill the promises of the insurance contract. As the author points out, the first step to resolution is cooperation amongst parties. ...

An estimated 64 million U.S. dwellings contain lead-based paint. To avoid claim issues and litigation, adjusters must be properly trained to handle potential damages and safety concerns....

In response to high fuel prices, several car makers are introducing a smaller class of vehicles. But these cars may be prime candidates for totaling out, and the potential impact of more total losses on the collision repair marketplace could be huge....

The timely notice of claims is generally an express requirement of an insurance policy. However, the modern trend by U.S. courts and legislatures has been to diminish “late notice” as a defense to coverage. ...

Insurers are using relationship analytics to identify and confront factors affecting customer satisfaction while forging solutions, which may include changes in personnel, processes, and vendors....

In light of compliance challenges, insurers need technologies to help establish sound governance models to ease documentation and lower operational risk. One such technology solution is master data management (MDM). ...

We all know that effective claim adjusting leads to successful business outcomes. Here, the author explores traits and proficiencies of adept adjusters and how to identify those characteristics during the hiring process....

The title “business analyst” has been misappropriated by IT and needs to be returned to the business side. Who would have thought that a simple misnomer would have such far-reaching consequences? ...

Corporations occasionally become parties to lawsuits in which the plaintiffs named the wrong entity as a defendant to the action. In those instances, the wrongly named corporation’s insurer still has a duty to defend the action. ...

When coupled with predictive modeling, risk analytics provides insurers with rapid access to the information needed to better manage the overall claim process and identify and understand risk. ...

Maintaining compliance with state and federal legislation can be challenging, given the volume of potential violations. Without accurate addresses, phone numbers, and e-mail information, insurers are making themselves vulnerable....

When a procurement process in the City of Phoenix resulted in the selection of a new TPA to manage the city’s workers’ compensation claims, the transition process was a major undertaking....

Businesses opting to share space with others may not be attuned to certain risks they are incurring as a result. Adequate planning and discipline will help businesses and their insurers avoid many of the risks inherent in this arrangement....

Analytics ensure that adjusters are devoting their time to claims where they have an opportunity to impact the settlement. This means that the leadership team can redirect their attention to monitoring trends and impacting results. ...

Multi-channel fraud not only results in added expenses for bogus claims but also in the corruption of vital data on which underwriters rely. Certain tactics can help insurers to actively monitor the claim process for collusion and reduce costs....

There are many ways to deliver service that exceeds customers’ expectations and favorably impacts the bottom line. Practicing empathy and looking for subrogation opportunities will help you add value each and every day....

At times, insurance carriers decide that — for any number of reasons —they need to divest themselves of certain insurance policies, books of premium writings, or lines of business. ...

Liability claim adjusters need to carefully weigh the characteristics of the jurisdiction where litigation would take place. ...

Improving the claim adjustment process hinges on building a fully integrated bridge between the carrier’s internal IT system and the independent adjusting firm’s system. ...