Changing the Playbook

In 1980, a front-line claim person at a property and casualty company handled most subrogation cases.

By Jeffrey M. Baill | Updated on November 01, 2007

In 1980, a front-line claim person at a property and casualty company handled most subrogation cases. Predictably, these files were usually located at the very bottom of the tallest stack on their desks.

There were many reasons for this. Claim professionals were judged by how fast they handled their claims. There was pressure to resolve them in a prompt and efficient manner. Third-party claims were expected to be processed effectively. The subrogation file was the lowest priority, and most adjusters were not evaluated on how they handled these claims. The concept of benchmarking subrogation results for individual adjusters, or company-wide, was almost nonexistent.

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