Pole-vaulting was the same sport for a long time. Even the advent of aluminum poles, which provided a bit more lift, didn't change it radically. But advanced technology, in the form of fiberglass poles, allowed pole-vaulters to change their technique and catapult past the previously unheard-of 20-foot mark. Baseball was transformed when Babe Ruth clobbered 54 homeruns in 1920, signaling the end of the dead-ball era. The telephone changed the communication “game.”
But the business of adjusting claims has remained the same old game, despite advances in technology and the advent of the Internet.
Claim handling remains a people-intensive business. Customer service surveys still resonate with complaints about multiple contacts by different claim staff personnel asking for the same information — or worse, providing different answers to the same question. Claim staff still do what they've always done, spending 50 percent or more of their time on repetitive clerical activities like making photocopies, shuffling papers, confirming coverage, and compiling information instead of what they're paid to do — make the right coverage decisions and provide excellent service.
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