The Rise of Desk Teams: The Future of NatCat Adjustments
Thursday, July 13th, 2023 Catastrophe Insurance IndustryCOVID-19 restrictions led adjusters to shift claims work to desktop teams. The change was driven by client reluctance to meet in-person and employees’ desire to reduce site work until the risks were better understood.
But those changes can make some straightforward claims harder to clear. And a wave of pandemic-spurred retirements has left the adjusting community with fewer experienced workers.
‘The transition to desktop claims has created more of a need to work within client systems and utilize various programs,’ said Michael Galea, senior vice president of operations at Sedgwick. ‘Additionally, the increased claims have brought about delays with contractors and preferred shops.’
That’s led to clients giving adjusters more authority to handle claims at the desk, he added. Plus, more reliance has been placed on contractors for estimates and to ensure a claim is settled.
