Insurers looking to take their claims departments to the next level have a new set of guidelines they can follow as a checklist while they make the push towards excellence.

In the book, Re-Adjusted: 20 Essential Rules to Take Your Claims Organization from Ordinary to Extraordinary!, Author and PropertyCasualty360.com Blogger Christopher Tidball takes his 20 years of experience at multiple top 10 p&c carriers and translates it into an easy-to-read, how-to guide for improving customer service, employee morale, productivity, and internal processes.

In his conversation with PropertyCasualty360.com, Tidball discusses who he feels should be reading his book, why he felt compelled to write it, the three most crucial rules out of his top 20, and his predictions for what the claims industry will look like in 20 years.

To listen to the full interview, click the play button below.