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The role of claim adjuster has often taken a back seat in perceived importance inside the insurance industry. Yet, claim-adjusting also catches more than its share of flack when it comes to scrutinizing results. Underwriting and policy language decisions made in order stay competitive and “win the business” can result in having to make payments beyond what was surmised when constructing, writing or selling the policy. As a result, perceived or actual underperformance in the claim department can result in pointing fingers back to underwriting and sales.

Still, there is room for improvement on the claims side of the house. Let’s move beyond blaming underwriting and sales and acknowledge that there is good claim handling and not-so-good claim handling. Beyond process, technology, training, and oversight, an often overlooked factor that will determine whether claims are well handled has to do with whom is hired and placed in the role of claim adjuster.

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