Many business intelligence (BI) applications and efforts are focused on policyholders. We know how to monitor and measure the myriad offers, discounts, and special programs we create for them. We know how many times policyholders and prospects are “touched” in our marketing and sales processes. We know the demographic profiles of policyholders and prospects, their buying behaviors, their preferred price points, and their appetites for risk.
But we seldom make the same efforts to provide metrics and BI to claims adjusters, the very folks who interact with our policyholders at the times in which they need us most—and in the circumstances under which they’re most likely to judge our performance as insurers. Setting aside the most obvious question—Why don’t we focus BI on adjusters?—let’s examine what we should look at and why.
After numbers of claims and closing ratios, we also seem to love seeing how long it takes adjusters to contact claimants, make first payments, and send coverage letters once the loss has been reported. While it’s important to make a positive first impression, what happens after those initial contacts? Claims processes can be very long, deeply involved, and highly iterative—and can seem especially so to the claimant.