Something About Texas You May Not Know

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

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. It rewards firms that finished

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 into a claims operation the