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Category Archives: My SPOT

  1. Insanity: Claim’s Departments Can’t Expect Different Results Without Changing Their Organizations May 9, 2012

    Posted in Commentary, My SPOT.

    Maybe I care too much about our industry or am just frustrated by the lack of attention to quality claims handling, but this is annoying. Why should claims make up half of the most frequent market conduct issues for the Property & Casualty industry as listed by Wolters Kluwer for the 5th straight year? As part of their review they track and analyze the results from state market conduct examinations. As with their prior studies, claims issues continue to dominate the list of state concerns. In my latest post I analyze the last 5 years of the Wolters study and find an upsetting trend – nothing is changing. This is a challenge to claims organizations to improve! Check it out.

    3 comments
  2. Getting More in Your Negotiations January 24, 2012

    Posted in Book Review, Mediation & Settlement, Negotiation, SPOT on Legal.

    Take a look at Contributor, Nancy Hudgins review of the Stuart Diamond book on negotiation. We can always use ideas on how to improve negotiations and these look like some good ones.

    2 comments
  3. Why Don’t Claims Organizations Track Claims Through The Process The Way UPS Tracks A Package? December 28, 2011

    Posted in Bad Faith, Best Practices, Claims Technology, Commentary, SPOT on Costs, SPOT on Ops, Uncategorized.

    Today as a customer you can track your packages from the moment they leave the store to the second they arrive at your door. During that time you can see where they are in the process. Truly amazing. Why can’t claims organizations do the same thing? How much better would a claim be if we could track it through the system in the same way UPS can track a package. Something to think about when reading the latest from theClaimsSPOT.

    2 comments
  4. 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
  5. 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
  6. 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
  7. 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.

    1 comment
  8. 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
  9. 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
  10. The Claims SPOT Has Been Selected As One Of The Top 50 Insurance Blogs For 2009 August 17, 2010

    Posted in My SPOT.

    The claims SPOT has been designated one of the LexisNexis Top 50 Insurance Blog. Thank you to all our readers for reading and your continued support!

    1 comment
  11. “What’s The Point” Claims Process And How To Avoid Them July 6, 2010

    Posted in My SPOT, SPOT on Ops.

    Being able to truly focus on what’s important is a path to success. Claims organizations are notorious for multiple process and procedures. Many of these procedures are truly necessary and are required to maintain controls, prevent fraud or comply with a multitude of regulations facing the insurance industry. Nonetheless, doing something for the sake of doing it is no way to be an efficient organization. Today we speak about asking “what’s the point” before proceeding with new projects or exploring existing process.

    No comments
  12. Commentary – Expect Gulf Oil Slick Claims To Be Extensive And Impact Multiple Lines Of Business June 5, 2010

    Posted in Commentary, My SPOT.

    We still do not truly understand the entire impact from a claims perspective of the tragedy that has unfolded as a result of the Deepwater Horizon rig accident in the Gulf of Mexico. Losses are being estimated in the $30-$40 billion range with only a fraction of that number covered by insurance. What has recently been reported, however, is an increase in premiums for offshore energy coverages. What is next? No one really knows. The Claims SPOT comments on the some of the issues facing the industry.

    2 comments
  13. Welcome Claims Magazine Readers May 26, 2010

    Posted in My SPOT.

    The Claims SPOT is now a featured blog for Claims Magazine Identifying opportunities is easier when you know how to SPOT the issues Welcome Claims Magazine readers to The Claims SPOT. I founded The Claims SPOT to be a forum for new ideas and insights into the world of Claims. Bringing together the best and [...]

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  14. The Claims SPOT Expands With New Contributors And More Insight May 19, 2010

    Posted in My SPOT.

    Another Bright Idea The Claims SPOT is expanding to provide even more information and updates on issues affecting the world of claims. Over the coming weeks additional contributors will share insight into claims issues and suggest further ways to help claims and claims related entities lower costs and become more efficient. In addition to our [...]

    1 comment
  15. Is your claims department becoming a bus company? May 12, 2010

    Posted in Commentary.

    Claims departments can get into ruts and begin to act like bus companies. As Seth Godin, business author, recently wrote in his blog – “We all have a vision of the typical bus company, slowly moving people from place to place, going through the motions and showing a lot of fatigue.” In this weeks post, I point to some ways claims department can avoid the bus company mentality and figure ways to stay fresh and motivated.

    No comments
  16. The 5 Essential Components of Defense Attorney Reports That Can Improve Claims Costs and Outcomes March 14, 2010

    Posted in Commentary, My SPOT, SPOT on Costs.

    Why are Attorney Evaluation Reports sometimes so light? I was recently conducting an audit of claim files and had the opportunity to review a significant number of Attorney Evaluation reports from a variety of law firms. Like many other things in life, some were better than others. What seemed to be most glaringly consistent was the inability of counsel to truly provide an assessment of exposure and what the case is worth. Every counsel evaluation report should contain 5 basic components that I outline and attorneys should be required to provide their actual valuable opinion. [More...]

    7 comments
  17. Saying “I’m Sorry” Can Reduce Exposure to New Claims March 5, 2010

    Posted in Commentary, Medical Malpractice, My SPOT, SPOT on Costs.

    It may seem counter intuitive, but with the right technique a heartfelt apology can help lower claims costs and exposures There is a wave of civility sweeping through the world of risk management as a way to lower exposure and reduce costs: Apologize. Maybe mom was right when she stood there and said “now say you’re sorry.” In fact, there are some very impressive statistics in the area of medical malpractice around the simple use of an apology. Regardless, there is a proper way to apologize while protecting rights and some policy considerations to consider.

    3 comments
  18. Failing to properly document files can be costly – It cost one insurance agency $5.83 Million February 1, 2010

    Posted in Best Practices, Commentary, SPOT on Ops.

    Files should speak for themselves. A recent California decision is yet another example of what can happen if you don’t document your files and maintain procedures. In this case – it cost $5.83 million.

    No comments
  19. Putting Puzzle Pieces Together and the Challenge of Creating a New Claims System January 22, 2010

    Posted in Claims Technology, My History.

    Creating a new claims system should be easy with no legacy, right? Not so fast! One of the great things about going to work for a start-up insurance company with a lot of venture money is the idea that you can build everything from scratch. No legacy of losses, a clean balance sheet, and no [...]

    1 comment
  20. Start-up – Lets get down and dirty and pitch in on everything January 19, 2010

    Posted in My History.

    On day one as Vice President of Claims for Arch Insurance Company I found myself working in cramped space in Lower Manhattan where the CEO shared an office with others and the head of Professional Liability Underwriting found a happy home in an electrical closet. Arch was rapidly growing its underwriting and was binding new [...]

    No comments
  21. Change comes quickly when you least expect it January 19, 2010

    Posted in My History.

    9/11 changed everything for a lot of people. I was at my desk at One Liberty Plaza across the street from the World Trade Center when the attacks occurred. I was literally shaken from my desk and the world would never be the same. There were significant emotional and physical issues to deal with. I [...]

    No comments
  22. I found my insurance calling – Making operations better and the job easier! January 18, 2010

    Posted in My History.

    Working at Zurich was a great growing and learning experience. One thing about an insurance company is the need to document and follow procedures. Whether as a defense to a potential bad faith action, or in order to continually justify your actions, there are steps that need to be followed. Managing claims is a very [...]

    No comments
  23. So this is claims – hey this job is pretty interesting! January 17, 2010

    Posted in My History.

    Welcome to the world of property and casualty claims management. I learned quickly to sit down and avoid the speakerphone. I also learned how to reserve files and negotiate settlements. I managed defense counsel and working with senior management to ensure underwriters, actuarial and finance, were aware of the impact of my work on the [...]

    No comments
  24. My first insurance job – So this is insurance January 15, 2010

    Posted in My History.

    Amazingly, it did not take time to find a position (the economy was a tad better back in 1998). I answered a New York Time classified advertisement, interviewed with several staff members (welcome to the corporate world) and was offered a position as a claims supervisor at Zurich Insurance Company. While many of my colleagues [...]

    No comments
  25. In the begining I was a Lawyer January 14, 2010

    Posted in My History.

    I began my career as an attorney on Long Island defending doctors against actions of malpractice – a solid beginning with a promising future.

    No comments