The world continues to change at an accelerated pace, driven by the recent downturn of the global economy, new government regulations, and severe climate change to name a few. The world of claim management is no exception. For carriers who offer insurance products in specialized and niche markets, special attention must be paid to these changing world variables -- including new industry developments -- in order to prevent claim practices from becoming irrelevant.

Having spent 22 years in the insurance industry, I believe one thing is clear: the claim department is the deliverer of the product. When a customer has a loss, the claim department is the backbone of the company by delivering on the promise to restore that customer to their pre-loss conditions. By providing a streamlined and efficient process in which a valid claim can be paid, we can minimize the stress on a customer during their difficult times.

Yet beyond delivering on the promise to restore the customer, the claim department is a valuable resource that should be consulted when developing or modifying insurance products. As the "eyes and ears" of the operation, proximity allows us to identify issues, anticipate needs, and manage complexities, which in turn define the customer service experience. The ability to recommend product or policy changes elevates the value of how the company can best meet the needs of its customers.