For over two decades I've witnessed claims leaders manage the material damage process in predictable cycles that ebb and flow like the tides of the ocean. They would often switch their focus from DRP to staff, then to IAs and recently photo estimating and start it all over again. This continuous quest for the magic formula to provide the best customer service, lowest costs and speed has been going on for decades.

Having had the opportunity to begin my career working for insurers and now for nearly fourteen years at ACD, I have seen the industry from a much bigger perspective. ACD has consulted with countless insurers and analyzed their workflows and processes to help them drive efficiency.

I'm often asked, "What can we do to optimize our material damage department?" To break it down in the most simplistic terms, here's what we see that yields the most substantial results.

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