You no doubt have seen ads from property/casualty insurers that promise fast results when disaster occurs. While customer satisfaction equates with continued revenue, a more pragmatic reason for mobilizing claims adjusters is economic.Carriers are in the risk business and therefore tend to be risk averse-and rightly so. Careful scrutiny should always be paid before deploying new technologies or making large IT expenditures.

Carriers have increasingly begun outsourcing many functions such as call center operations, damage estimating and adjustment functions. While designed to streamline efficiencies, there still is room for improvement.

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