When insurers reduce claims staffing or place inexperienced adjusters on complex files, the apparent savings can quickly be overwhelmed by litigation costs, regulatory complaints, excessive verdicts, and damaged customer relationships.

Chantal and Fred are back, and they are examining the return on investment of a properly staffed, well-trained claims operation. Using recent verdicts, coverage disputes, and real-world claims failures, they will show how delays, poor communication, inadequate investigation, and weak supervision can turn manageable claims into multimillion-dollar problems.

This is all about why the claims department is not simply a cost center, but the place where an insurer ultimately delivers its product.

At the end of this session, participants will be able to:

• Articulate the value proposition of insurance in terms of promises kept by the claims department.
• Describe the impact of reductions in force in the claims department.
• Discuss how staffing, training, and management make a difference in how claims are handled.