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Don’t keep doing it just because you have always done it that way
So many organizations fail to improve because they get set in their old ways. Hey, a comfy couch is a nice thing as long as the springs are strong and the feathers don't keep falling out.
Ask yourself why you do certain things. If your answer is "well we have always done them that way", then maybe it's time to look again.
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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.
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