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ABC News Anchor Diane Sawyer once said that an investigation may take six months, a profile a day. The same holds true when investigating p&c insurance claims. Certainly a quick claim profile can be established, but does it really tell the true story?

Digging for facts, sometimes even dirty ones, is what sets the great adjuster, manager, and executive apart from the typical. During my 20-plus-years tenure in various claims, management, and leadership capacities, I have witnessed the entire spectrum—from failure to mediocrity to greatness. At the latter, there are common bonds of confidence, determination, and an insatiable curiosity to dig deep and find answers.

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