Tim Tebow and your claims organization

There may be no player in the NFL with more detractors than Tim Tebow.   Make no mistake, he has a big following.  But, there is a contingent, including many sports analysts, who have questioned Tebow’s abilities from the time the Denver Broncos traded up to draft the quirky young quarterback from Florida.  

There was much speculation that the kid who brought a state championship to Saint Johns (Florida) County and a national championship to Gainesville, couldn’t make it in the NFL.  Sure, he could work in Urban Meyer’s spread offense, but could he transition to Denver’s offensive style?  They said his mechanics were off, his technique needed polishing and that he would  be nothing more than a flash in the pan.  

So how does this translate to your claims organization?  Simple; aside from Tebow being an inspiration and a positive role model, he shows that there isn’t one way to do things.  After all, his unorthodox style has been media fodder since the day he was drafted.   But now, with a 6-1 record as a starting quarterback for the division leading Denver Broncos he is giving people reason to pause. 

Far too often in claims we are muddled in the minutiae of processes and procedures without recognizing that the best results come from those who think outside the box.   We have a tendency to live in a world where benchmarking is all that matters and results must fall within the parameters of the proscribed metrics without recognizing the potential unintended consequences. 

Make no mistake, numbers do matter.   Just as Tebow’s job security depends on numbers, in particular winning, so to does ours.   Files have to be closed, profits have to be made, policyholders must return and customers must be satisfied.  But are those achieved by simply looking at the numbers? 

If claim disposition is 100%, does that mean that they were settled accurately?  If monthly reports show that 100% of all customers were contacted within 24 hours of loss report does that mean that the right questions were asked?  If supplement rates are dramatically reduced, does that mean that better estimates are being written?  Herein lies the problem when numbers are chased instead of results being attained.  

What Tebow shows is that winning can come in all shapes and forms.   The same can be said for claims, where ultimate outcomes can be reached in a variety of ways, some good and some bad.   Chasing numbers for the sake of chasing numbers is bad.  Getting results in a never ending quest to provide winning outcomes is good.  

In Re-Adjusted: 20 Essential Rules To Take Your Claims Organization From Ordinary To Extraordinary, it is said that perfection is hard to attain, but striving for it is an achievable goal.   In 1972, the Miami Dolphins seemingly set the bar for perfection in the NFL, running the table on their way to winning the Super Bowl.   While impressive, it was not perfect.   That would be the 1933 Providence Huskies who not only went undefeated but never gave up a point.

The best way to measure a claims organization is by establishing a solid quality assurance program.   Not the kind of program where a manager randomly reviews a file, but one of impartiality where total file quality is measured, benchmarked and improved upon.  Like the ’33 Huskies and  ’72 Dolphins the quest for perfection needs to be bred throughout the organization.   A culture of transformative change and innovation needs to be embraced. 

Playing following the leader is easy.   But, across the business universe, the true success stories come from those who have bucked the trend, defied the odds and came up with new and better ways to do things.  Southwest Airlines changed the way we fly; Amazon changed the way we shop and Apple changed the way we communicate.   Herb Kelleher, Jeff Bezos and Steve Jobs were not followers; they were innovators who did things differently. 

Whether or not this changes the way your organization conducts business remains to be seen, but the one certainty is that those who take the lead in fostering change will gain a competitive edge in the marketplace.   Tim Tebow may not be John Elway but, as football fanatics are finding out, he can win.   The Broncos have just had to adapt to his style, instead of forcing him into theirs.  Maybe, just maybe, they are on to something. 

Perfection is not attainable, but if we chase perfection we catch excellence- Vince Lombardi

Christopher Tidball is an executive claims consultant and the author of multiple books, including Re-Adjusted: 20 Essential Rules To Take Your Claims Organization From Ordinary To Extraordinary!  He is a twenty year industry veteran who has held multiple leadership roles for various Top 10 P&C carriers.  To learn more please visit www.christidball.com or e-mail chris@christidball.com.