Company News
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...
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....
Every spring, the same pattern repeats. A storm system rolls through the Plains or the Midwest, the phones light up, and within seventy-two hours carriers are sitting on a backlog that didn’t exist on Monday. Hail season has a way of exposing everything – staffing models, file standards, ladder logistics, and the quiet assumptions baked...
Every claims operation has a threshold where a file stops behaving like a normal claim. The numbers get bigger, the parties multiply, the documentation expectations shift, and the timeline stretches out from weeks into months. This is the territory of large loss insurance claims, and it operates by a different set of rules than the...
There’s a brief window every year when the weather feels uncertain. Winter hasn’t fully let go, but spring hasn’t settled in either. Temperatures swing. Snow turns to rain, then back to ice overnight. Wind patterns shift. Roofs that held through winter suddenly begin to fail. For many property owners, this period feels like a transition....
There’s a moment before every major weather event when everything still feels manageable. Forecasts are being tracked. Teams are on standby. Internal dashboards are steady. It’s the calm before the surge of activity that catastrophe season inevitably brings. What often gets overlooked is this: the outcomes of a CAT event are largely decided in this...
Winter does not arrive all at once. It creeps in. First, a cold snap. Then a hard freeze. Pipes contract. Rooflines hold more weight than they should. Ice finds the smallest crack in flashing and quietly works its way inside. By the time the call comes in, the damage often feels sudden. For claims teams,...
There is a moment every carrier knows well. A weather system stretches across multiple states. Forecast models shift. FNOL counts begin climbing before the storm has fully passed. Within hours, internal dashboards turn from steady to urgent. Multi-state events are different. They are not just larger versions of local storms. They stretch dispatch, reporting, compliance...
If you spend enough time inside claims, you stop thinking in terms of “busy seasons” and “slow seasons.” There’s just pressure. Some weeks it’s louder. Other weeks it’s quieter. But it’s always there. That pressure shows up most clearly in property insurance claims. Not the catastrophic ones that trigger command centers and daily briefings, but...
Winter has a way of exposing pressure points. A burst pipe in the early hours. Ice damage discovered days after a storm. Power outages that delay inspections. During colder months, claims do not arrive neatly or predictably. They come in clusters, often urgent, and always tied to real disruption in people’s lives. For carriers, this...
After a natural disaster, life gets messy fast. Roofs leak, trees fall in the wrong places, and normal routines stop without warning. And while insurance exists for moments like these, filing a claim can feel confusing, especially when stress is already high. You’re not alone in that feeling. Almost everyone going through natural disaster insurance...
Nobody files an insurance claim expecting a rejection. You document the loss, send everything over, and assume things will move forward. So when a denial letter arrives, it feels… a little personal. For some people, it’s confusing. For others, it’s frustrating because they know the loss is real and the damage isn’t exaggerated. But a...