Skip to content


Category Archives: My SPOT

  1. Book Review: The Global Directors and Officers Handbook by Granof & Nicholls November 14, 2014

    Posted in Book Review.

    In today’s ever expanding global marketpalce, the need for executives to be aware of potential liability exposure is greater than ever. To assist in understanding that exposure, we review the the Global Directors and Officer Handbook, published the ABA (get your copy here) and Edited by Perry Granof and Henry Nichols.

    No comments
  2. 15 Excuses For Not Changing And 5 Reasons To Change The Way We Make Change April 1, 2014

    Posted in Strategic Planning.

    Change is hard for everyone and how and when to change has been debated and discussed in companies since the first company was formed. What is never debated are some of the excuses used for not changing. People are generally resistant to change and despite the need to move forward people generally prefer to live with what they have. Taking a strategic approach to the issues around change itself shuold help to alleviate some of the resistence. In this post we look at changing the way we change.

    1 comment
  3. Part 3 on Leadership: Challenges and Assistance in Leading Change March 25, 2014

    Posted in Strategic Planning.

    In Leadership: The Change Process In Claims Requires A Different Approach, I put forth the position that changing a claims organization needs a new brand of leadership skill that does not usually exist in the traditional claims organization. In Part 2 on Leadership: Developing a Strategic Transformation Team, I addressed how to break from existing management process to achieve effective strategic results. In the final installment, I discuss how challenges around leading change make it beneficial to bring in strategic support to help achieve the desired success.

    No comments
  4. Part 2 on Leadership: Developing a Strategic Transformation Team March 17, 2014

    Posted in Strategic Planning.

    Breaking from the linear approach to management is the key to leading Strategic Transformation. A standard organization will have a head of claims and then a variety of department heads to manage each line of business. Depending on the company there may be additional senior managers to handle various operational aspects of the group, which may include support staff, call center, technology and data analytics. Under this method, projects get initiated and managed within the same linear organizational framework. The result of this approach is a development process built in a silo that limits input and understanding of possible interdependencies that may exist outside the framework. In this post we will explore further how a strategic transformation team is formed and can be effective.

    No comments
  5. Leadership: The Change Process In Claims Requires A Different Approach March 10, 2014

    Posted in Strategic Planning.

    Successful organizations are always changing and adopting to improve their operations, lower costs and increase efficiencies. Claims departments are no different and have been under pressure to transform their operations and live by the mantra of doing more with less. Good claims organizations continuously evolve and adapt to ensure they add value to the overall business. Regardless, changing to meet the challenges of the marketplace is often fraught with problems and difficulties. Many initiatives fail to get off the ground or fail in the implementation process. Change can be very successful and if managed and led correctly. To change effectively there must be a strategic approach and a change in how these initiatives are led.

    No comments
  6. Claims Challenge: It’s Time for a Change – Are You In? January 14, 2014

    Posted in Commentary, My SPOT, Strategic Planning.

    Here’s a challenge! Let’s redesign the claims industry. Yes innovation has improved the world of claims over the past few decades to make claims more efficient. As recent catastrophe’s have shown, the industry is much better at responding to losses than in years past. Regardless, claims functions in an assembly line approach. This has of course been a huge improvement and like manufacturing has helped to produce a better more consistent product. Today’s world allows us to collaborate more so my challenge is to tap into your collective experience and come up with even better ideas. What do you think?

    No comments
  7. 4 Areas Of Concern From The Latest Insurance Executive Conference December 12, 2012

    Posted in Commentary, Strategic Planning.

    Recently insurance leaders came together at the 23rd Executive Conference looking at “Driving Growth in the Life and Property-Casualty Insurance Markets.” Throughout the conference 4 themes seemed to permeate: Data and technology, regulatory environment, climate change and social media. It would seem these issues will with the market for a while. Take a look at our brief overview of the conference.

    No comments
  8. Everybody Wants to Make Improvements In Claims But No One Actually Makes It Happen June 15, 2012

    Posted in Claims Technology, Commentary.

    There is so much that needs to be done in the world of claims. Operations need fixing, technology needs improving and a futures need to be defined. For some reason however, we are all really good at talking about it and not so good about doing anything about it. The industry needs to take action. Claims departments need to think creatively and “out-of-the-box” if we are going to attract new talent to the industry. This also means acting and not just talking about acting.

    No comments
  9. 2 Preventative Steps To Help Avoid Claims Crisis Before They Become Emergencies June 11, 2012

    Posted in Best Practices, Commentary.

    Seth Godin in his wonderful blog recently wrote about Emergency room doctors in organizations. These are the people that are really good at and are rewarded for stopping bleeding. Seth is questioning where all the strategic thinking to prevent those emergencies in the first place? In claims we tend to hire and support that emergency room doctor mindset. Despite this, we can avoid becoming emergency rooms and be more proactive strategic organizations. In our latest post we explore possible solutions to be less reactive.

    2 comments
  10. 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.

    7 comments
  11. 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
  12. 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.

    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
  13. 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
  14. 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
  15. 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
  16. 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
  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. 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
  20. “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
  21. 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
  22. Welcome Claims Magazine Readers May 26, 2010

    Posted in My SPOT.

    Tweet 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 […]

    Comments Off on Welcome Claims Magazine Readers
  23. The Claims SPOT Expands With New Contributors And More Insight May 19, 2010

    Posted in My SPOT.

    Tweet 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 […]

    1 comment
  24. Is Your Caims 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
  25. 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