Claims Best Practices

What business issues affect claim operations the most? How does your contact time standard compare with others? What claim practices, processes, and customer service measures are most commonly tracked? How satisfied are claim executives with their company’s claim practices and processes? The answers to these questions are contained in this first nationwide study of claim executives, mainly claim vice presidents, of insurance companies, larger independent adjusting firms, or third-party administrators. This study, conducted jointly by the American Institute for CPCU/Insurance Institute of America’s Center for Performance Improvement & Innovation and the Computer Science Corporation cost containment group, represents an important step in assessing industry claim practices, and vital issues affecting claim operations.