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There are varying degrees of complexity among claims, but at the end of the day, certain basic fundamentals apply to everything from car crashes to toxic torts. The key to driving the right outcomes is to provide adjusters with ample knowledge, tools and time to conduct a proper investigation and negotiate an accurate outcome.

Perhaps this is easier said than done, as adjusters never seem to have enough time. If you don’t believe me, then just ask them. During my tenure running claims operations, it was certainly true that we ran a very lean business model. A lot is asked of people at all levels and results are expected to be delivered with no excuses.

The 2013 world of claims is far different than years past, but organizations must continue to put forth an exceptional claims product on a consistent basis where liability and damages are properly investigated, evaluated, and negotiated.

To that end, let’s focus on five key drivers of outcomes: liability, investigation, evaluation of specials, consideration of general damages, and negotiation. To succeed in these areas while gaining a competitive advantage, insurers must leverage not only their people, but also improve internal processes and access to technology.

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