Tuesday, March 6, 2012

“Where's my adjuster?!?!” Internalizing Claims for Better Access

[This continues our series examining some of the reasons that clients – risk managers, self-insureds, etc. – bring the claims function in-house. This is not to “bash” TPA’s or insurer claim departments. We are simply recapping various motivations that drive clients to bring the claim function in-house, either totally or partially. In future posts, and in the interest of even-handedness, we will examine the DIS-advantages flowing to these same entities from internalizing the claim function.]

Risk managers often get frustrated in trying to connect with their adjuster handling a file. Phone calls are missed. Phone tag takes the place of genuine communication. Phone tag can even give way to email tag! The adjuster may be on the road, on vacation, at an offsite training session or otherwise inaccessible. With an outside adjusting service (or in dealing with an insurer claim department), all the client can do sometimes is keep on trying and waiting .. and waiting .. and waiting.

With in-house adjusters, however, the client has a greater degree of access to the claim staff when needed. To get an opinion regarding a case, to get a quick update or to make a request, one need only walk down the hall and ask the adjuster. Admittedly, in-house adjusters are not going to be around all of the time. Still, it is one thing if a client needs to get in touch with you, and another thing if your boss needs to talk with you.

To the independent claims adjuster, the client is really the risk manager's entire company. In a sense each operating unit of the company is a client, with its own agenda. A company can benefit when individual managers have direct access to in-house adjusters.

This kind of ready access is less realistic when an outside adjuster is charging by the minute. Cost effective use of outside adjusting services requires that referrals be channeled through one person, rather than having each department make adjusting assignments willy-nilly. Sadly, the lack of direct communication prevents the type of give-and-take dialogue that often resolves problems. Such dialogue is more frequent with in-house adjusters.

Where I live in the Washington DC area, the lobbying industry is big business. Part of what clients get when they hire a lobbyist is “access.” In this context, it is access to the corridors of Congress and the top government decision-makers.

In the realm of risk, clients also seek access. Internalizing the claim function can enhance such access without the need to hire expensive lobbyists!

20 comments:

Kevin Quinley said...

Good point, Chantal! "Your mileage may vary." I'm simply cataloging reasons why some companies might be tempted to bring the function in-house, not necessarily saying that this assumption is well-founded or that "in house" adjusters have a superior service orientation in practice. As you point out, the reality may be much different from the perception.

Anonymous said...

Appreciating the persistence you put into your blog and
in depth information you provide. It's good to come across a blog every once in a while that isn't the same out of date rehashed material.

Fantastic read! I've bookmarked your site and I'm adding your RSS feeds to my
Google account.
Feel free to visit my weblog : backup camera

Anonymous said...

I have to thank you for the efforts you've put in penning this site. I am hoping to view the same high-grade blog posts by you in the future as well. In truth, your creative writing abilities has encouraged me to get my own, personal site now ;)
My weblog ... Buy Targeted Facebook Likes

Anonymous said...

Today, while I was at work, my cousin stole my apple ipad and tested to see if it can survive a 25 foot drop,
just so she can be a youtube sensation. My iPad is now broken and she has 83 views.
I know this is completely off topic but I had to share it with
someone!
Visit my web page ; free ps3 games

Anonymous said...

That is a very good tip particularly to those fresh to the blogosphere.
Brief but very precise information… Thank you for sharing this one.
A must read article!
Also visit my homepage : Trick Photography

Anonymous said...

I really love your website.. Very nice colors & theme.
Did you build this amazing site yourself? Please reply back as I'm planning to create my own blog and would love to find out where you got this from or what the theme is called. Thanks!

Here is my weblog ... wii u news
Also see my site > wii u rumors

Anonymous said...

I read this article completely on the topic of the difference of most up-to-date and preceding technologies, it's remarkable article.

Here is my blog post :: Best Baby Monitors
my webpage > Baby Monitor

Anonymous said...

Great blog here! Also your website loads up fast!
What web host are you using? Can I get your affiliate link to your host?
I wish my web site loaded up as fast as yours lol

Feel free to visit my web-site jobs in uk

Anonymous said...

It's going to be end of mine day, but before end I am reading this fantastic post to improve my experience.

My homepage :: love quotes

Anonymous said...

Good day! Do you know if they make any plugins to help with Search Engine Optimization?
I'm trying to get my blog to rank for some targeted keywords but I'm not seeing very good success.
If you know of any please share. Thank you!

my web-site ... d'nest Condo

Anonymous said...

Valuable information. Lucky me I found your website accidentally, and I'm surprised why this twist of fate did not came about in advance! I bookmarked it.

Also visit my blog :: Home Business Owner

Anonymous said...

I was more than happy to uncover this website.

I wanted to thank you for your time for this wonderful read!
! I definitely really liked every part of it and i also have you saved as a favorite to look at new things in
your website.

Feel free to visit my web site :: sex massage in penang

Unknown said...

I’m impressed very informative, you did well in your bathroom accessories. Pipe thank your for your blog, support you, hope you have a great day!

robinetterie-baignoire said...

Finally, an issue that I am passionate about. I have looked for information of this caliber for the last several hours. Your web site is greatly appreciated.

robinetterie-baignoire said...

Finally, an issue that I am passionate about. I have looked for information of this caliber for the last several hours. Your web site is greatly appreciated.

mytapworld said...

If you are cerebration about affairs curtains online,Taps Australia there are assertive factors to accumulate in mind.Kitchen taps To activate with,Shower heads the abundance of baptize accessible to the tap is important while selecting which artefact to buy. Since the algid baptize accumulation is accessible at mains pressure,www.tapworld.com.au it is about not of abundant importance. However,tapworld the tap will charge the appropriate bulk of hot baptize burden to backpack out its functions satisfactorily.

Andy Gregory said...

on the eye patients and it is so common buy eyeglasses online and popular especially in Delhi
http://www.finestglasses.com/

Unknown said...

La poignée du http://www.robinetsale.com/ de style actuel, ont généralement le choix entre le levier ou croisé conception pour la résolution. La robinet levier est généralement droite ou légèrement incurvée, et se trouve dans le robinet de la barre qui a une ou deux handle.Cross robinetterie cuisine adopte intersection, entre les deux bandes de métal, et généralement applicable uniquement aux deux robinet LED de poignée. Elles peuvent être inclinées verticale, Robinetterie Vasque, avec une de chaque c?té de la buse.

Unknown said...

La poignée du http://www.robinetsale.com/ de style actuel, ont généralement le choix entre le levier ou croisé conception pour la résolution. La robinet levier est généralement droite ou légèrement incurvée, et se trouve dans le robinet de la barre qui a une ou deux handle.Cross robinetterie cuisine adopte intersection, entre les deux bandes de métal, et généralement applicable uniquement aux deux robinet LED de poignée. Elles peuvent être inclinées verticale, Robinetterie Vasque, avec une de chaque c?té de la buse.

Unknown said...

Buy Bathroom Taps. Save 20-45% off Retail Prices, Call us 7 Days a Week. Complete selection of Bathroom Taps, Pullout Taps, Stainless Steel Taps and more.http://www.findtaps.co.uk/12-bathroom-taps