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Earlier this year, independent adjusting firm IAS Claim Services hired Paul Kottler as its president, who previously served as vice president of Crawford & Company’s U.S. property and casualty western division. He sat down with Editor in Chief Eric Gilkey to discuss questions about the current role of independents, essential technologies for the industry, and how to attract new talent.

What challenges do independent adjusters face in today’s marketplace?

Let’s start with claim management systems. Independent adjusters must integrate their systems with the legacy systems of their clients. Every client has a different system, yet independents must find a way to interface with that system in order to provide proper service to that client.

Developing those systems allows us to understand the true issues faced by our carrier clients. We have to be flexible, wearing different hats for each client. One company may want files closed in five days; another may want more customer service. Others may be focused on price.

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