Casualty Unrepresented recently got butchered into three segments. CRA1 does no Casualty at all and is basically a glorified LDU adjuster, CRA 2 can only make 1 attempt to settle BI and then claim gets reassigned to the 'Casualty' adjusters who will be Casualty only now, no liability or MCO included. I was one of the individuals essentially demoted though I had very high production scores because of this transformation. Will this change be permanent? What was the point of doing this to Casualty unrep instead of upskilling LDU to recognize potential injury 'triggers' and just have Casualty do their thing on the claim like PIP adjusters do? What will this change even accomplish?
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Allstate can't do anything right. Not one thing.
Hyper segmentation only creates more complexity, customer miscommunications, handoffs (and dropped ba--s) and lack of claim adjuster ownership. It's certainly not efficient if one was to time study the many file transitions that require an adjuster to get familiar with the file, customer, and claimant. This was a winning segment of claims until Shapiro pivoted from early BI claim resolution to forcing higher levels of attorney representation and ultimately litigation which ki-led claims and our competitive position. Simple business-contact, follow up, timely liability and injury investigation, provable liability assessment, and take care of the car/rental. Settle the claim with a calibrated Fast Track value by market without leader/EC involvement. Use QA to differentiate performance and target training.
Sounds like home office has some new employees that want to put their stamp on the organization. If they don’t change things up they have no job. Silly, but their home office people have been doing this for years which impacts the front line unfortunately.
Meaning when it’s not broke, they “fix”
It.
Makes it easier to move some of that to India or vendors. Similar such splits and changes happened in service areas prior to the move to vendors. While it is a bit more involved to do this with casualty there are vendors that specialize in just that. It seems if prior actions in other areas are any indications that some groups will eventually be outsources to vendors or more likely India.
It would be awesome to have a group in claims who actually returns phone calls.
Basically when it’s not broke, they fix it. These changes were probably invented by a team looking to justify their jobs.