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Posts by: Marc Lanzkowsky

  1. 2 Company Types And Their Approach To Claim Audits: The Have To’s And The Wants To’s  November 9, 2011

    Posted in Best Practices, Claims Auditing.

    Companies can choose to audit because they have to or choose to audit because they want to. Companies that want to audit are destined to provide better customer service, happier employees, and improved results. Our latest post asks the question: Which company are you?

    1 comment
  2. Military Service, Leadership & Claims: A Conversation With CNA’s George Fay, Executive Vice President, Worldwide P&C Claims October 20, 2011

    Posted in George Fay (EVP Worldwide P&C Claims- CNA), The Inside SPOT.

    As part of our continued series, and in conjunction with Claims Advisor magazine, we add to our Inside SPOT interviews of leaders in the claims industry. These articles have been previously printed in Claims Advisor as part of their Executive Concerns. George Fay, Executive VP of P&C Claims for CNA. Mr. Fay has a very interesting background as a Military Investigator. How he brought that to the claims world makes for yet another example of how diverse our industry is. Please enjoy and comment on this interesting article.

    No comments
  3. 100 Posts And Counting September 6, 2011

    Posted in Commentary, My SPOT.

    100 articles and counting. In today’s post we stop to reflect on our latest accomplishment and provide some context as to our last 100 articles. Thanks for the continued support and we look forward to writing the next 100.

    1 comment
  4. 6 Ways To Conquer Procrastination – A Primer For The Claims Professional August 17, 2011

    Posted in Best Practices, SPOT on Issues.

    Continuing with more insight from the Business Insider War Room, our most recent post deals with ways to fight procrastination. One of the hardest things to do sometimes is avoid distractions and focus on the work. Claims can be exceptionally exciting but at times can be rather repetitive. Working to deal with those times of procrastination in a positive way will help you become a better claims person. Take a look at these ideas and let us hear from you about others.

    No comments
  5. 7 Steps To Effective Problem Solving For Every Claims Professional August 2, 2011

    Posted in Best Practices, SPOT on Issues.

    Let’s face it solving problems in claims is a core reality to what we do. From the second a claim hits your desk until the minute it leaves it there are a series of problems that need to be solved. Should this claim even be accepted? Was there any liability? What experts should I hire? How much is it worth? What are my next steps? At every turn there is another problem that needs to be solved. As you probably have experienced, some people are very good problem solvers and others are not. In claims, however, there is no escaping the need to solve a variety of issues on a daily basis. Don’t fret if you don’t consider yourself a good problem solver as it turns out there is help for you. In our latest post we discuss 7 effective step to problem solving.

    1 comment
  6. “Summer’s Here And I’m For That” With 2 Ideas To Improve Your Claims Operations July 11, 2011

    Posted in Best Practices, SPOT on Issues.

    It’s another summer and it can be a slow time for many. Don’t waste the opportunity of a slow time period to improve your operation. In our latest post, we suggest 2 ways to make your claims organization better. First we write about developing a better claim review process and create a value added claims auditing process that goes beyond crossing the “T”. Second, conduct a worklow audit and you will find hours of wasted time for those working even the most basic tools such as Excel or Outlook.

    1 comment
  7. 5 Must Haves To Consider When Implementing a New Claims System June 21, 2011

    Posted in Claims Technology, SPOT on Ops.

    Implementing a new claims system can be fraught with issues and concerns. It is important to understand the people aspect both before and after a system is put into place. At the end of the day the system must support people and those people should be involved in the process way before you go live. This week we learn 5 suggestions to assist in the implementing a claims system learned from Paul Tuhy, Global Head of Claims for XL Insurance who recently spoke about technology at the most recent Americas Claims Event in New Orleans.

    1 comment
  8. Shakespeare & Claims: Looking Inward June 6, 2011

    Posted in Claims Auditing, Commentary.

    Cassius said in Julius Caesar, “The fault, dear Brutus, is not in our stars — but in ourselves…” This was a frequent theme of Shakespeare’s, who put it another way in All’s Well That Ends Well, when Helena says: “Our remedies oft in ourselves do lie, which we ascribe to Heaven.” In claims and the insurance world we are quick to blame everyone when things don’t go well. In our latest post we discuss the importance of self review and reflection as a means to improved performance.

    2 comments
  9. Take Advantage of Great Learning Opportunities In Claims May 25, 2011

    Posted in My SPOT.

    War stories are really a great way to learn about how to improve claims handling. Claims professionals love telling a great claims story and I know I have learned so much from those stories of the past. When the opportunity to learn from those involved in major past events occurs it is best to jump at that chance to learn something new. The upcoming Americas Claims Event Conference in New Orleans this June 14-16, 2011 is just one of those opportunities to learn from some great speakers.

    No comments
  10. 3 Ways to Make Your Claim Notes Better May 11, 2011

    Posted in Best Practices, SPOT on Issues.

    Recently I have been spending a lot of time auditing claim files. It’s really a great exercise to review files, and an important part of well-run claims organization. One thing that continues to amaze me is the number of files that have poor documentation. Writing good claim file notes are an important part of handling a claim file. Claim notes record the history of what is going on in addition to the reasoning behind claims decisions. Good claim notes tell a story.

    In our latest post we discuss three suggestions to make claim notes better.

    3 comments
  11. Book Review: General Liability Insurance Coverage by Maniloff & Stempel April 28, 2011

    Posted in Book Review, My SPOT.

    Let’s face it, there are no easy answers to that basic question every claims handler needs to ask: Is it covered? Nonetheless, it is a basic question that is sometimes fraught with trepidation. As you all know, there is no one source of coverage law interpreting your standard CGL form. 50 states means 50 different view points. We review the new book “General Liability Insurance Coverage” by Randy Maniloff & Stempel in this weeks post. It truly is an easy to use manageable book on the subject of coverage issues in a CGL policy. Covering key issues in an easy to use single volume book would be a great addition to anyone working with Commercial General Liability policies.

    3 comments
  12. Continuing Education Is The Path To An Improved Claims Operation April 19, 2011

    Posted in Best Practices, SPOT on Issues.

    We at the Claims SPOT are committed to promoting continuing education within our industry. As part of that commitment we have teamed with the Americas Claims Event as a media sponsor to promote the conference. Expanding claims knowledge is a critical part of any successful operation and at the ACE Conference you will learn new trends from the best and the brightest in the industry.

    1 comment
  13. Claim Reviews Empower Better Decisions By Putting Critical Information In Hand March 30, 2011

    Posted in Best Practices, Claims Auditing, Compliance, Due Diligence, SPOT on Ops.

    Insurance is as much about having the right information at the right time as anything. Whether it’s an underwriting choice to price a risk correctly or a claim decision as to when to a play a claim, having the best data available can make or break an organization. Despite this fact, many organizations fail to take advantage of tools and rights available to them prior to making critical business decisions. Claim reviews are empowering tools to help make better decisions. Staying ahead of the competition and managing risk is a key component of any any successful organization. The claims review allow decision makers to have the most available data to make better decisions. In this weeks post we discuss 8 reason when they should be done and speak to going beyond the claim files to fully understand the substance behind the numbers.

    No comments
  14. 5 Things To Avoid When Negotiating In Business and Claims March 2, 2011

    Posted in Negotiation, SPOT on Issues.

    Let’s face it, claims is as much about negotiating as anything. It is a significant part of our jobs as claims professionals, yet little real time is spent honing those skills. In coming across an article on 5 things you should never say while negotiating, we comment on how these techniques can be used in claims negotiations. Take a look, and tell us your techniques.

    No comments
  15. 5 Business Basics Every Claims Person Should Live By February 14, 2011

    Posted in Customer Service, SPOT on Ops.

    Ideas from successful business can be adopted in claims very easily if one takes the time to look. As we all know, claims folks have little time to look and that is where I hope the Claims SPOT can help. Sometimes claims organizations get so involved in the day-to-day that they have little time do the basics. However, concentrating on doing the write thing from a business perspective is the best way to succeed in claims. Expanding on Donna Flagg’s recent article Five Things They Don’t Teach You In Business School, we explore how those five things apply in the claims world. It’s common sense time in our most recent post.

    5 comments
  16. Claims And A Half Plate Of Vegetables – Teachings From The New Dietary Guidelines February 3, 2011

    Posted in Best Practices, SPOT on Issues, SPOT on Ops.

    Recently the government changed the way the public should look at nutrition through simplified messages like “eat less.” Simplicity and looking at the obvious in an easy to understand way is a tool that would go a long way to helping the claims professionals be better at what they do. Being understandable and actionable can only be a good thing in claims. In our latest post, we discuss how trying to use visual cues when handling a claim or looking at the claims process can benefit today’s professionals. We are a visual society – time to shift some of those visual cues to claims.

    2 comments
  17. Commentary: Claims Departments Are Facing A Crisis And Have To Learn To Encourage Innovation January 12, 2011

    Posted in Commentary, My SPOT.

    I’m fed up and I’m not going to take it any more. OK maybe that is an extreme statement but it is time for the industry to face facts. Talent is diminishing and the need to change the claims process is now. So we have heard this before, regardless, the “we have always done it that way mentality” is not helping. In our latest post I comment on the need for change in the industry.

    5 comments
  18. Looking Back On 2010 And Forward To 2011 In The World Of Claims December 31, 2010

    Posted in Best Practices, Claims Technology, Commentary, My SPOT, SPOT on Issues, SPOT on Ops.

    The year began with continued economic concerns, a poor job market and no recovery in sight. It has come to a close with a booming stock market, improved job numbers and a better outlook for 2011. Looking back on the year in claims and looking ahead to the future of claims is always a fun exercise this time of year so here we go! The Claims SPOT adds to the debate about the past and the future.

    Thanks for reading and have a happy and healthy holiday season and New Year!

    2 comments
  19. Here We Go Again! CMS Postpones Deadline For P&C Mandatory Reporting Until January 1, 2012 December 14, 2010

    Posted in Medicare Secondary Payer, SPOT on Ops.

    For the second time the government has postponed the mandatory reporting requirements for carriers. The complex nature of reporting and several unanswered questions surrounding implementation and enforcement seems to have prompted the change. The costs associated to comply as well as the risk for improper or failure to comply has resulted in a new insurance product to protect those entities from liability due breakdowns in the reporting procedures. Learn more in the latest from the Claims SPOT.

    No comments
  20. Claims And The Investigative Journalist And Learning From All The President’s Men November 9, 2010

    Posted in Best Practices, SPOT on Issues.

    Investigating a claim is like being an investigative journalist. Using the story of Bob Woodward and Carl Bernstein and All the President’s Men, see how there is a relationship between investigative reporting and claims. In today’s post we also remind claim professionals how technology has truly made certain aspects of claims bette. Regardless, it is important not to forget what is most important in claims – the knowledge and skill of the claims professional’s ability to analyze fact and come to a reasoned and supported conclusion.

    1 comment
  21. 3 Perspectives On The Use Of Social Media In The Claims Investigation Process October 25, 2010

    Posted in Best Practices, SPOT on Issues.

    Social medial sites like LinkedIn, Foresquare and Facebook are becoming a regular common experience in today’s world. With increased use is information that regular people put online that is available for review and scrutiny. In today’s post we discuss the use of these sites in the investigation of claims from the perspectives of attorneys, claims professionals and investigators. Summarizing a recent discussion on the Insurance Professionals group of linkedIn, it provides and interesting perspective on how these sites are very much being used in the claims process today.

    2 comments
  22. Do The Hard Things First And Embrace The Challenges: A Conversation With Chartis (AIG) Chief Claims Officer Rick Woollams October 13, 2010

    Posted in Rick Woollams (Chartis Chief Claims Officer), The Inside SPOT.

    On July 28, 2010, The Claims SPOT had the pleasure to sit down with Rick Woollams for our “The Inside SPOT” series of industry leaders. We hope to present more interviews where we explore how these leaders began their careers and how they see the industry today.

    Rick Wollams is in charge of one of the largest claims organizations in the world. What was most interesting about our discussion was how he began his insurance career as a front line liability claims handler and worked his way up the ranks. At his heart he is a claims person through and through and clearly cares about the profession and the people that work for him.

    Do the hard things first and embrace the challenges is a wonderful message from Rick Wollams so please read more and enjoy the interview.

    No comments
  23. There Is No Such Thing As A Pro Forma Signature On A Document – If You Sign It You Own It October 6, 2010

    Posted in Best Practices, Compliance, SPOT on Issues, SPOT on Ops.

    Doing things for the sake of doing things can have significant adverse consequences for an organization. It is important to realize that one day you may have to answer for every action you take on a claim file. The concept of how doing a pro forma task can come back to bite you is being highlighted as a yet another fallout of the mortgage crisis. Tens of thousands of foreclosures are being halted because of a process in place where an individual just signed hundreds of documents without ensuring the information contained on the documents were correct.

    Clearly, doing something for the sake of doing something can really have negative consequences for the organization. In our latest post we offer questions to ask when signing documents. Controls are important, however, if they are not adding value they should be reviewed.

    1 comment
  24. Why Extending More Claims Authority Means Extending More Responsibility September 10, 2010

    Posted in Best Practices, SPOT on Issues.

    Extending additional authority to a number of claim handlers can have a dramatic affect on the department’s total incurred. Make sure claim handlers understand the impact, both good and bad, to the company. Deciding when, and how much authority to extend will always depend on the line of business, and experience of the claims professional. Giving more authority also means extending more responsibility to the junior claims professional to make greater financial decisions for the company.

    In today’s post we discuss the authority-responsibility correlation and the importance of ensuring claims authority is extended only when responsibilities associated with that authority are understood.

    No comments
  25. 3 Ways To Help Defense Counsel Help You Make Claims Management More Efficient September 3, 2010

    Posted in Best Practices, Litigation Management, SPOT on Ops.

    We all talk about collaboration with counsel as a means to get better results at a lower costs. But getting what you want is not so easy. How about trying to get what you truly need to get your job done. In our latest post, we discuss three suggestions for helping counsel help you get better results. No attorney is going to say that they don’t want to make a claims professional’s job easier, so help them to help you. Start by telling them what you do, ask for what you want, and then make sure they do it. Take a look at the latest – from the Claims SPOT.

    No comments