Several years ago I lived in Knoxville, Tenn., in beautiful east Tennessee. There was a place in the middle of the city where two major interstate highways, I-75 and I-40, came together. The volume of traffic going through this major intersection had exceeded the original intent of the design and construction. Truckers talking on their CB radios had a special name for this unfortunate traffic engineering nightmare — “Malfunction Junction.” It was so named because truckers and other motorists would sit for long periods of time before they were able to come out the other side and continue on the way to their destinations. Fortunately improvements were later made that eventually relieved this area of much of its traffic woes, making the area somewhat more car- and driver-friendly.

In the claims world, we have another area that can sometimes be a “Malfunction Junction.” This is the point where claims management responsibilities come together, whether they are performed by staff or outsourced to service providers — the mind and desk of the adjuster.

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