Something About Iowa You May Not Know

For all the metrics that have entered the property claims conversation over the last decade – customer satisfaction scores, loss adjustment expense ratios, reopen rates, supplement frequency – cycle time remains the number most VPs of Claims still get measured on. Internally, externally, and at the board level. It has held that position for a reason.  But cycle time is also one of the most misunderstood

Every claims operation handles two fundamentally different kinds of work. The first is the steady, predictable rhythm of daily property losses – house fires, water leaks, theft, single-vehicle damage events. These come in at a manageable pace, get assigned through standard workflows, and close at a predictable cadence. The second is what happens when a hurricane makes landfall, a hailstorm sweeps across the Midwest, or a wildfire moves

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 one every year.  The carriers