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Have you ever picked up a claim file and just sort of scratched your head at the events that transpired during the life of the claim? During a recent audit of a large P&C carrier, I had a number of head-scratching situations as I pondered steps that could have been taken to achieve a more accurate outcome.

It’s not that this was a big surprise; much of my career has involved claims management, quality assurance, and process improvement. It’s just that basic quality should be such an integral part of the claims process, meaning gaps in handling are the exception, rather than the norm.

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