Casey Anthony committed murder…or did she? That was the question 12 Florida jurors had to consider during the month-long trial of the mom who was charged with killing her two-year-old daughter. While we all may have individual opinions regarding guilt or innocence, what matters for the insurance professionals reading this is that the outcome in this case resulted from the quality of the investigation.

When it comes to conducting investigations, the devil is often in the details. This is often the case in claims, where adjusters and executives alike shake their heads in bewilderment at outcomes that seemingly defy the odds and expectations. During my tenure as a quality assurance process leader for a large multi-national carrier, I would often review claims and wonder, "How do these facts or damages result in this liability decision and settlement?"

From the first notice of loss to final disposition, the steps taken to investigate a claim will determine the ultimate quality. From contacting the appropriate parties and inspecting damaged property to determining liability and negotiating settlements, the outcome hinges upon the investigation.