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In today’s claims environment, a physical damage claim is not handled solely by the adjuster. Rather, it is passed along a lengthy line of multiple parties inside and outside the claims organization. Staff and third parties, including tow companies, rental agencies, salvors, parts suppliers, other insurers, and glass companies, make up this “extended enterprise,” which consists of all the individuals that need to collaborate at some point during the process of settling a claim. With so many handlers involved, how do managers promote efficiency throughout the varying stages of the claim?

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