Speak with any claims leader and they’ll tell you about the importance of improving claimant experience, indemnity outcomes, and operational efficiency. They’ll also quickly acknowledge the invisible tug-of-war that takes place between those three measures, making it seemingly impossible to pull all three in the same direction.
If you’ve led claims teams, you’ve likely felt this tension first-hand in your own past initiatives. For example, you may have chosen to focus on efficiency. Your team was diligent about following SOPs and making decisions quickly. But with that push, some decisions may have happened before the full claims picture was clear. At the same time, claimants experienced something quite different, feeling every handoff between teams and point of friction along the way.
