Lois Chamberlain sat down at her desk, adjusted her reading glasses, and stared at the screen filled with columns of check requests — each supported by a claim summary. Lois was two weeks from her retirement party. She had been with Guter Glaube Insurance Company for nearly 40 years. She was the vice president of property insurance claims. On this day she was reviewing a subordinate's pay request sheet while that manager was out on vacation.

She hated staring at the screen, wanting to just push a print button. Alas, those days had long past. Lois clicked on the pay request. It was a water claim being handled by one of their new adjusters, Marcus Michaels. He was a bright kid and had a future with this company.

Hmm, a water loss claim. Lots of those lately. She looked further and saw it was actually two claims. Two water loss claims within one week of each other. One, a loss in the bathroom when a pipe underneath the sink burst and the other was a kitchen loss from a broken p-trap.