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A claim department is a difficult system to measure. An engineer who designs a bridge can precisely predict and measure the deflection from a load on the structure. A claim manager can’t be nearly as sure about the effect of decisions made in the claim office. Some aspects of accuracy in property claims can be accurately measured, but much of the work is more ambiguous. Did a delay in investigating the claim cause the claimant to retain an attorney? Did a concession in settlement negotiations avoid future time, expense, and indemnity payments?

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