"What would make you love claims even more?"

We ask our membership on how they would improve claims.

February 21, 2019 Photo

What is one thing you would change about claims that would make you love it even more?

“I have been happiest when I work for companies that do not ‘silo’ different aspects of the organization from each other. A key ingredient to success is allowing different departments, and aspects of organizations, to learn from and expand on each other’s knowledge, and it is something I hope more companies adopt.” -Mary Ann Vorndran, Claim Manager, Navigators. CLM Fellow since 2014.

“Most acknowledge key performance indicators are the future. My firm’s KPIs include fees per case and percentage of cases resolved with no depositions. When we ask clients, ‘How do we compare?’ the answer routinely is ‘We don’t know as we don’t track or request these KPI from our law firms.’ So, there is progress to be made.” -William Mitchell, Managing Partner, Cruser, Mitchell, Novitz, Sanchez, Gaston & Zimet LLP. CLM Member since 2011.

“With more people working virtually, opportunities for in-person collaboration become even more important. I would love to see companies actively promote attendance at industry events. These are prime opportunities to become better at what we do while connecting faces with names.” -Stephen Henning, Founding Partner, Wood, Smith, Henning & Berman LLP. CLM Member since 2012.

“I would have the general population better understand the critical role we all play in securing safety and sanity on a daily basis.” -Linda Pretzel, Complex Claims Analyst, RiverStone Claims Management. CLM Fellow since 2011.


Number of people employed by the insurance industry in 2017.

Source: Bureau of Labor Statistics


Number of U.S. workers holding contingent jobs or other alternative work arrangements, such as independent contractors, on-call workers, temporary help agency workers, and for-contract firms.

Source: Deloitte


Number of attendees at the 2018 CLM Annual Conference.

Source: CLM


Amount paid in property losses related to catastrophes in 2016.

Source: Insurance Information Institute


P&C industry net loss ratio for the first half of 2018, a year-over-year improvement of 4.2 points and 10-year low at the halfway point.

Source: NAIC


About The Authors
Phil Gusman

Phil Gusman is CLM's director of content.  phil.gusman@theclm.org

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