Claim technology is more than just software; its creation and adoption by companies can have big influences on adjusters. Claims' Eric Gilkey confirmed this when he spoke with Vincent Cialdella, who leads ISO's American Insurance Services Group as well as the development program for ISO ClaimSearch. Cialdella offered his opinions about technology trends, baby boomers, and whether the adjuster could one day become an endangered species.

What trends do you see developing in claim-management software/technology?

Insurers' abilities to manage the claim process impacts both their financial results and their reputation in the marketplace. Execution is key. With ever-changing regulations, increasing customer expectations, privacy and disclosure implications for medical claims, calls for accurate financial reports mandated by the Sarbanes-Oxley Act of 2002 (accurate reserves based on correct claim information), and state laws addressing unfair claim-settlement practices, insurers are making claim-technology initiatives a top priority.