Why Policyholder Satisfaction Scores Matter More Than Most Carriers Treat Them
There’s a metric most carriers track quarterly, mention in board decks, and then quietly set aside when the operational conversation starts. Policyholder satisfaction, NPS or CSAT. Whatever your organization calls it, the score usually sits somewhere in a dashboard between cycle time and loss ratio, and gets the least attention of the three. That’s a strategic mistake. And it’s becoming a more expensive […]
The Hurricane Season Prep Checklist Every Claims Adjusting Firm Should Be Running Right Now
Every year, the same conversation happens in early May. A senior leader at a claims firm asks the team whether they’re ready for hurricane season. The team says yes. Three weeks later, when the first system spins up in the Atlantic, everyone realizes “yes” meant different things to different people. Hurricane season doesn’t reward firms that scramble in June. […]