In more than 30 years of working with hundreds of P&C companies and thousands of agencies, we've heard countless stories of good intentions gone bad when it comes to handling claims.

Companies don't plan for adjusters to gum up the works. But if the emphasis placed on customer experience is insufficient, or the organization relies on hiring to the exclusion of training, problems can grow.

A vivid example comes from one of our own consultants, a former independent agent whose home sustained major hurricane damage. The storm ripped off a major portion of the roof, rain flooded the house, ceilings collapsed, and there was water damage, mold and more. The total claim ran over $60,000.

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