"Instilling a sense of ownership and developing proactive claim handling in your staff is about culture, a 'can do' attitude, and leadership. It is not so much about best practices (they serve as guidelines and standards) as the teaching of claim handling fundamentals and demanding leadership from the staff.
"The fundamentals in our business are straightforward and require constant focus and diligence by the staff at all levels. Such fundamentals are to be applied in all matters and involve a complete review of all applicable policies, the underwriting file if necessary, a choice of law analysis where required, the timely drafting and issuance of coverage letters; a thorough and complete factual investigation of the accident or presented loss; a deep knowledge and use of the law as it applies to the issued; a comprehensive damage or injury analysis with the appropriate retention and use of experts; proactive, accurate and comprehensive evaluation of issues of law and questions of fact in order to evaluate exposure and timely establish an accurate reserve; proactive development of a trial or resolution strategy with timely and clear communication with the insured and defense team; and providing clear instructions to internal staff and defense team to execute the strategy.
"High standards produce great results and develop highly technical and accomplished claim personnel at all levels throughout our claim organization. Attention to every detail, demanding excellence and regarding leadership will define our culture, establish our reputation and develop leaders of tomorrow. We must be unyielding as managers and leaders in this regard or we shall loose the opportunity for greatness."
Chuck Stauber
