{"id":34209,"date":"2025-10-28T11:38:18","date_gmt":"2025-10-28T10:38:18","guid":{"rendered":"https:\/\/stage2-fp.webenv.pl\/blog\/?p=34209"},"modified":"2025-12-03T11:33:43","modified_gmt":"2025-12-03T10:33:43","slug":"improving-claims-process","status":"publish","type":"post","link":"https:\/\/www.future-processing.com\/blog\/improving-claims-process\/","title":{"rendered":"Improving claims process: why your best claims handlers are making the worst decisions"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"34209\" class=\"elementor elementor-34209\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c52bf0 e-con-full e-flex e-con e-parent\" data-id=\"9c52bf0\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-48a6021a elementor-widget elementor-widget-fp_breadcrumbs\" data-id=\"48a6021a\" data-element_type=\"widget\" data-widget_type=\"fp_breadcrumbs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"o-breadcrumbs  o-margin--first-section\">\n    <div class=\"o-container\">\n        <a\n            href=\"https:\/\/www.future-processing.com\"\n            class=\"o-breadcrumbs__link o-breadcrumbs__link--home\"\n            aria-label=\"Home\"\n            data-elementclick=\"Breadcrumbs link\"\n            data-elementname=\"Breadcrumbs Home\"\n        >\n            Home        <\/a>\n        <a\n            href=\"https:\/\/www.future-processing.com\/blog\"\n            class=\"o-breadcrumbs__link\"\n            aria-label=\"Blog\"\n            data-elementclick=\"Breadcrumbs link\"\n            data-elementname=\"Breadcrumbs Blog\"\n        >\n            Blog        <\/a>\n                                                                <span aria-current=\"page\" class=\"o-breadcrumbs__title\">Improving claims process: why your best claims handlers are making the worst decisions<\/span>\n            <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-41d14bb1 toc-ignore elementor-widget elementor-widget-fp_banner-post\" data-id=\"41d14bb1\" data-element_type=\"widget\" data-widget_type=\"fp_banner-post.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"s-banner-post o-margin__top--standard  o-margin__bottom--standard  m-gradient-light\" >\n    <div class=\"s-banner-post__background\">\n                    <img fetchpriority=\"high\" decoding=\"async\" width=\"1156\" height=\"603\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post.png\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post.png 1156w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post-300x156.png 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post-1024x534.png 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/bg_banner_single_post-768x401.png 768w\" sizes=\"(max-width: 1156px) 100vw, 1156px\" \/>            <\/div>\n    <div class=\"o-container\">\n        <div class=\"row\">\n            <div\n                class=\"s-banner-post__categories col-small-24 col-tablet-22 col-medium-14 col-big-15 col-laptop-14 col-fullhd-13 col-qhd-15\"\n            >\n                                    <a\n                        href=\"https:\/\/www.future-processing.com\/blog\/?category=it-business-news\"\n                        class=\"s-banner-post__categories-button o-button o-button--secondary o-button--rounded o-button--s\"\n                    >\n                        IT News                    <\/a>\n                            <\/div>\n            <div\n                class=\"s-banner-post__content col-small-24 col-tablet-22 col-medium-14 col-big-15 col-laptop-14 col-fullhd-13 col-qhd-15\"\n            >\n                <h1 class=\"f-headline-semi-huge f-line\">\n                    Improving claims process: why your best claims handlers are making the worst decisions                <\/h1>\n                <div class=\"s-banner-post__description f-headline-extra-big\">\n                    Two equally experienced claims handlers independently review near-identical Directors &amp; Officers liability claims. Their reserve recommendations differ significantly - by thousands of pounds. Which one is right?                <\/div>\n                <div class=\"s-banner-post__details\">\n                    <div class=\"s-banner-post__date f-paragraph\">\n                        <svg class='o-icon o-icon--16 o-icon--calendar '>\n            <use xlink:href='#icon-16_calendar'><\/use>\n          <\/svg>                        <b>Last update date: <\/b>\n                        03 December 2025                    <\/div>\n                                        \n<div class=\"o-social-media  f-paragraph\">\n    <b>Share on: <\/b>\n            <a href=\"http:\/\/www.facebook.com\/sharer.php?u=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Fimproving-claims-process%2F\" aria-label=\"Share on Facebook\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"Facebook\">\n            <svg class='o-icon o-icon--16 o-icon--facebook '>\n            <use xlink:href='#icon-16_facebook'><\/use>\n          <\/svg>        <\/a>\n       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class=\"s-banner-post__authors-wrapper col-small-24 col-tablet-22 off-medium-1 col-medium-8 off-big-2 col-big-7 off-laptop-4 col-laptop-6 off-fullhd-5 off-qhd-2 col-qhd-7\"\n            >\n                <div class=\"o-pill o-pill--brand o-pill--circle\"><\/div>\n                <h2 class=\"s-banner-post__authors-header f-headline-semi-large f-line\">\n                    <strong>Written by:<\/strong>\n                <\/h2>\n                <div class=\"s-banner-post__authors\">\n                                                                    <div class=\"s-banner-post__author\">\n                            \n<div class=\"o-person-linkedin o-pill o-pill--image  o-person-linkedin--no-shadow o-person-linkedin--has-link\">\n            <img decoding=\"async\" width=\"240\" height=\"480\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1.jpg 240w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1-150x300.jpg 150w\" sizes=\"(max-width: 240px) 100vw, 240px\" \/>                <a class=\"o-person-linkedin__linkedin\" href=\"https:\/\/www.linkedin.com\/in\/lukanna\/\" target=\"_blank\" aria-label=\"LinkedIn\" data-elementclick=\"person-linkedin-url\" rel=\"noopener\">\n            <svg class='o-icon o-icon--16 o-icon--linkedin '>\n            <use xlink:href='#icon-16_linkedin'><\/use>\n          <\/svg>        <\/a>\n    <\/div>\n                            <p class=\"f-paragraph s-banner-post__author-name\">\n                                Anna \u0141ukaszczyk                            <\/p>\n                                                            <p class=\"f-paragraph s-banner-post__author-position\">\n                                    Strategic Initiatives Lead - Insurance                                <\/p>\n                                                                                        <a href=\"https:\/\/www.future-processing.com\/blog\/author\/alukaszczyk\/\" class=\"o-button o-button--tertiary o-button--arrow o-button--icon-right o-button--m\">\n                                    More from this author                                    <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                                    <svg class='o-icon o-icon--24 o-icon--arrow '>\n            <use xlink:href='#icon-24_arrow'><\/use>\n          <\/svg>                                <\/a>\n                                                    <\/div>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-30f1cb0c e-flex e-con-boxed e-con e-child\" data-id=\"30f1cb0c\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-49ea29dc e-con-full e-flex e-con e-child\" data-id=\"49ea29dc\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-74706cd6 elementor-widget elementor-widget-table-of-contents\" data-id=\"74706cd6\" data-element_type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h2&quot;,&quot;h3&quot;],&quot;exclude_headings_by_selector&quot;:&quot;.toc-ignore&quot;,&quot;no_headings_message&quot;:&quot;No headings were found on this page.&quot;,&quot;marker_view&quot;:&quot;numbers&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_widescreen&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_laptop&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet_extra&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile_extra&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<h2 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of contents\t\t\t<\/h2>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__74706cd6\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3295f937 elementor-widget elementor-widget-fp_social-media\" data-id=\"3295f937\" data-element_type=\"widget\" data-widget_type=\"fp_social-media.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"o-social-media o-social-media--border f-paragraph\">\n    <b>Share on: <\/b>\n            <a href=\"http:\/\/www.facebook.com\/sharer.php?u=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Fimproving-claims-process%2F\" aria-label=\"Share on Facebook\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"Facebook\">\n            <svg class='o-icon o-icon--16 o-icon--facebook '>\n            <use xlink:href='#icon-16_facebook'><\/use>\n          <\/svg>        <\/a>\n            <a href=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Fimproving-claims-process%2F\" aria-label=\"Share on Twitter\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"Twitter\">\n            <svg class='o-icon o-icon--16 o-icon--x '>\n            <use xlink:href='#icon-16_x'><\/use>\n          <\/svg>        <\/a>\n            <a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https%3A%2F%2Fwww.future-processing.com%2Fblog%2Fimproving-claims-process%2F\" aria-label=\"Share on LinkedIn\" target=\"_blank\" rel=\"noopener noreferrer\" data-elementclick=\"social-media-link\" data-elementname=\"LinkedIn\">\n            <svg class='o-icon o-icon--16 o-icon--linkedin2 '>\n            <use xlink:href='#icon-16_linkedin-2'><\/use>\n          <\/svg>        <\/a>\n    <\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-73b8a9dd e-con-full js-post-content s-post-content e-flex e-con e-child\" data-id=\"73b8a9dd\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-112ca3e4 elementor-widget elementor-widget-fp_text_box\" data-id=\"112ca3e4\" data-element_type=\"widget\" data-widget_type=\"fp_text_box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"o-text-box m-gradient-light o-text-box--shadow\">\n                    <div class=\"f-paragraph o-text-box__text\"><p>Before you assume experience determines accuracy, consider <strong>research from Nobel Prize-winning psychologist Daniel Kahneman<\/strong>:<\/p><p><strong>even highly skilled professionals making judgements on identical cases can reach dramatically different conclusions<\/strong>. His studies show <strong>variations can exceed 50%<\/strong> of the claim value. This isn't about competence - it's about a phenomenon Kahneman calls 'noise', and it's costing your organisation far more than any system inefficiency.<\/p><p>The paradox is this: your expert claims handlers are brilliant at their jobs. But <strong>brilliance doesn't prevent inconsistency<\/strong>. And in specialty claims where individual decisions involve hundreds of thousands of pounds, inconsistency is extraordinarily expensive.<\/p><\/div>\n    <\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-68f66e34 elementor-widget elementor-widget-heading\" data-id=\"68f66e34\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>Understanding \u2018the noise problem\u2019 in claims management<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-35355461 elementor-widget elementor-widget-text-editor\" data-id=\"35355461\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Kahneman distinguishes between two types of error in human judgement: <strong>bias and noise<\/strong>.<\/p><p><strong>Bias is systematic<\/strong> &#8211; when everyone consistently underestimates cyber claims, for example. <strong>Noise is random scatter<\/strong> &#8211; when equally qualified professionals reach wildly different conclusions about the same claim.<\/p><p>Think of a shooting target. If you&#8217;re biased, all your shots cluster together but miss the bullseye. You can correct for bias once you identify it. But if you&#8217;re noisy, shots scatter randomly across the target. There&#8217;s no pattern to fix &#8211;<strong> just inconsistency<\/strong>.<\/p><p>In specialty claims, noise manifests in:<\/p><ul><li>Reserve estimates that <strong>vary dramatically<\/strong> between handlers<\/li><li><strong>Inconsistent settlement authority decisions<\/strong> for similar claims<\/li><li><strong>Different assessments<\/strong> of fraud indicators or liability exposure<\/li><li><strong>Variable triage decisions<\/strong> about which claims need urgent attention<\/li><\/ul><p>Our <strong>research across 250 claims professionals<\/strong> revealed that <strong>handlers frequently lack structured frameworks<\/strong> for complex decisions.<\/p><p>As one handler admitted: <em>\u2018It&#8217;s hard to quantify D&amp;O claims. I wish we had a reserving tool\u2019<\/em>.<\/p><p>Without structure, each expert develops personal approaches. <strong>Different intuitions produce different outcomes<\/strong> &#8211; even when reviewing identical information.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0c8eef5 elementor-widget elementor-widget-fp_cta\" data-id=\"0c8eef5\" data-element_type=\"widget\" data-widget_type=\"fp_cta.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"o-cta\">\n    <div class=\"o-cta__pill-container\">\n                    <img decoding=\"async\" width=\"120\" height=\"260\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/01\/pill-Insurence-3.jpg\" class=\"attachment-full size-full\" alt=\"\" \/>            <\/div>\n    <div class=\"o-cta__text-container\">\n                                    <div class=\"f-paragraph\"><p><strong>Revolutionise your claims operations with futureClaims\u2122<\/strong><\/p><p>futureClaims\u2122 is an advanced platform designed to meet the demanding requirements of complex commercial and specialty claims, including the London Market.<\/p><\/div>\n                                    <div class=\"o-cta__buttons-container\">\n                                    <a class=\"o-button o-button--primary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/insurance-industry\/?utm_source=blogbanner\" target=\"_self\">\n                        <span>Learn more<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                                                    <a class=\"o-button o-button--secondary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/blog\/improving-claims-process\/#contact-form\" target=\"_self\">\n                        <span>Contact us<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                            <\/div>\n            <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-01fc6a3 elementor-widget elementor-widget-heading\" data-id=\"01fc6a3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>How does workload pressure or high caseloads degrade decision quality?<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ab1f8b3 elementor-widget elementor-widget-text-editor\" data-id=\"ab1f8b3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Cognitive science demonstrates that <strong>mental fatigue doesn&#8217;t just slow decision-making &#8211; it makes it noisier<\/strong>. When claims handlers are overwhelmed, they rely more heavily on instinct and less on systematic analysis.<\/p><p>The degradation occurs through several mechanisms:<\/p><ul><li><strong>Reduced deliberation:<\/strong> Under time pressure, handlers make faster intuitive judgements rather than working through structured evaluation frameworks.<\/li><li><strong>Increased reliance on availability heuristics:<\/strong> Recent or memorable claims disproportionately influence reserves and settlement decisions.<\/li><li><strong>Sequential bias:<\/strong> The order in which handlers review claims affects their judgements &#8211; a phenomenon called \u2018contrast effect\u2019 where each claim is unconsciously compared to the previous one rather than evaluated on its own merits.<\/li><\/ul><p>Our research found claims professionals describing exactly this pattern:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d11aeaf elementor-widget elementor-widget-fp_quote\" data-id=\"d11aeaf\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>You have to clean up the data before you can even think about progressing the claim.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            Claims professional                        <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0081c4f elementor-widget elementor-widget-text-editor\" data-id=\"0081c4f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>When<strong> expert capacity gets consumed by administrative burden<\/strong>, the quality of subsequent decisions suffers.<\/p><p>The marine claims director who told us <em>\u2018we&#8217;re doing six steps just to process one payment &#8211; it could be three\u2019<\/em> wasn&#8217;t just describing inefficiency. He was describing <strong>cognitive load that leaves less mental capacity for the complex judgements<\/strong> that actually require expertise.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a74c5a elementor-widget elementor-widget-heading\" data-id=\"2a74c5a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>What cognitive biases commonly affect claims handlers?<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bf82f8e elementor-widget elementor-widget-text-editor\" data-id=\"bf82f8e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Beyond noise, specific <strong>cognitive biases<\/strong> systematically affect claims decision-making:<\/p><ul><li><strong>Anchoring bias:<\/strong> The first number mentioned &#8211; whether a broker&#8217;s estimate or a policyholder&#8217;s demand &#8211; disproportionately influences final reserve or settlement figures, even when handlers consciously try to evaluate independently.<\/li><li><strong>Confirmation bias:<\/strong> Once a handler forms an initial theory about a claim (fraud, coverage dispute, straightforward loss), they tend to notice evidence supporting that theory whilst discounting contradictory information.<\/li><li><strong>Availability bias:<\/strong> Dramatic or recent claims influence risk assessments out of proportion to their actual frequency. A handler who recently saw a large cyber claim may unconsciously over-reserve subsequent cyber notifications.<\/li><li><strong>Overconfidence bias:<\/strong> Experienced handlers can become overly certain in their judgements, particularly in domains where feedback is delayed or ambiguous. In long-tail claims, you might not discover whether your initial reserve was accurate for several years &#8211; too late to learn from the error.<\/li><li><strong>Loss aversion:<\/strong> Handlers show asymmetric risk preferences &#8211; they&#8217;re more motivated to avoid the appearance of under-reserving (which feels like a failure) than to avoid over-reserving (which feels prudent), even when over-reserving ties up capital inefficiently.<\/li><\/ul><p>The challenge isn&#8217;t that claims handlers are uniquely susceptible to these biases &#8211; it&#8217;s that everyone is. The question is <strong>whether your claims process improvement strategy includes mechanisms to counteract predictable patterns<\/strong> of error.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f47448c elementor-widget elementor-widget-image\" data-id=\"f47448c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"779\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management.jpg\" class=\"attachment-large size-large wp-image-31801\" alt=\"Strategies for effective claims management\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management.jpg 960w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-300x292.jpg 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-768x748.jpg 768w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-411x400.jpg 411w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-24x24.jpg 24w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Strategies-for-effective-claims-management-48x48.jpg 48w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-136c885 elementor-widget elementor-widget-heading\" data-id=\"136c885\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>What impact does systemic friction have on decision accuracy?<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7acc41d elementor-widget elementor-widget-text-editor\" data-id=\"7acc41d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Kahneman&#8217;s research reveals something crucial: <strong>noise isn&#8217;t just about individual psychology<\/strong>. Environmental factors dramatically amplify or reduce it.<\/p><p>Our research identified several systemic friction points that worsen decision noise:<\/p><ul><li><strong>Information fragmentation:<\/strong> When relevant data exists across disconnected systems, handlers make decisions with incomplete information &#8211; and different handlers access different subsets of available data.<\/li><\/ul><p>As one claims handler explained:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f3b7793 elementor-widget elementor-widget-fp_quote\" data-id=\"f3b7793\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>Everything you do has to be manually re-entered... I don't trust the system.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            Claims handler                        <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-83c0bc1 elementor-widget elementor-widget-text-editor\" data-id=\"83c0bc1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>When handlers don&#8217;t trust their data sources, they <strong>rely more heavily on instinct<\/strong> &#8211; introducing noise.<\/p><ul><li><strong>Unclear prioritisation:<\/strong> Without intelligent triage, handlers can&#8217;t consistently distinguish genuinely urgent claims from routine ones.<\/li><\/ul><p>As one TPA handler noted: <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-65dba02 elementor-widget elementor-widget-fp_quote\" data-id=\"65dba02\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>You can't tell which claims are actually sensitive just from the list.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            TPA handler                        <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c64ccf elementor-widget elementor-widget-text-editor\" data-id=\"9c64ccf\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>This creates sequential effects where<strong> claims get attention based on factors<\/strong> (which broker called, what&#8217;s at the top of the inbox)<strong> unrelated to their actual importance<\/strong> &#8211; introducing randomness into outcomes.<\/p><ul><li><strong>Missing decision context:<\/strong> When systems don&#8217;t surface relevant precedents or similar historical claims, handlers effectively re-invent approaches for each case. Without reference points, judgements become noisier.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a43ffeb elementor-widget elementor-widget-text-editor\" data-id=\"a43ffeb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Read more about insurance claims on our blog:<\/p><ul><li><a href=\"https:\/\/www.future-processing.com\/blog\/claims-process-automation\/\">A guide to claims process automation in the insurance industry<\/a><\/li><li><a href=\"https:\/\/www.future-processing.com\/blog\/how-to-improve-claims-handling\/\">How to improve claims handling and optimise management?<\/a><\/li><li><a href=\"https:\/\/www.future-processing.com\/blog\/managing-claims-inflation-innovation-predicting-the-future-of-claims\/\">Managing claims inflation: innovation &amp; predicting the future of claims<\/a><\/li><li><a href=\"https:\/\/www.future-processing.com\/blog\/managing-claims-inflation-challenges-insurance-leaders-face\/\">Managing claims inflation: challenges insurance leaders face<\/a><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3b830e0 elementor-widget elementor-widget-heading\" data-id=\"3b830e0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>How do fragmented systems and unreliable systems lead to misjudgements?<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-206d4b7 elementor-widget elementor-widget-text-editor\" data-id=\"206d4b7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>System unreliability creates a particularly insidious problem: it <strong>trains handlers not to trust data<\/strong>, pushing them towards intuitive rather than evidence-based decisions.<\/p><p>The pattern emerges clearly in our research findings:<\/p><p>Claims handlers report systems that are<em> \u2018slow, fragile, and outdated\u2019<\/em>. They describe interfaces where <em>\u2018there&#8217;s too many different tabs&#8230; a lot of it isn&#8217;t even filled in anymore\u2019<\/em>.<\/p><p>This isn&#8217;t just frustrating &#8211; <strong>it changes how handlers work<\/strong>. When systems are unreliable, handlers develop workarounds: personal spreadsheets, email-based tracking, mental notes about which fields can be trusted and which can&#8217;t.<\/p><p>These workarounds introduce <strong>several sources of decision error<\/strong>:<\/p><ul><li><strong>Selective data use:<\/strong> Handlers unconsciously weight information differently based on how easily accessible it is, not how relevant it is.<\/li><li><strong>Knowledge silos:<\/strong> Important context exists in individual handlers&#8217; heads or personal files rather than being systematically available.<\/li><li><strong>Inconsistent analysis:<\/strong> Without shared frameworks and data sources, each handler effectively operates with their own process &#8211; guaranteeing inconsistent outcomes.<\/li><\/ul><p>The fragmentation compounds when claims require ecosystem coordination. As one Head of Claims at an MGA admitted: <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-08e349a elementor-widget elementor-widget-fp_quote\" data-id=\"08e349a\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>We don't even know who to contact on the follow market sometimes.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            Head of Claims                        <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7cf0e4d elementor-widget elementor-widget-text-editor\" data-id=\"7cf0e4d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>When communication requires manual tracking across disconnected channels,<strong> critical information gets lost or delayed<\/strong> &#8211; leading to decisions made with incomplete understanding.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7e9312 elementor-widget elementor-widget-heading\" data-id=\"b7e9312\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>How can inconsistent policies or ambiguous guidelines exacerbate poor decisions?<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9336fc1 elementor-widget elementor-widget-text-editor\" data-id=\"9336fc1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Even well-intentioned guidance can worsen decision noise if it&#8217;s ambiguous or inconsistently applied.<\/p><p>Common sources of policy-driven noise include:<\/p><ul><li><strong>Vague authority limits:<\/strong> When settlement authority guidelines use subjective criteria (\u2018obvious liability\u2019, \u2018reasonable prospects of defence\u2019), different handlers interpret thresholds differently.<\/li><li><strong>Incomplete precedent:<\/strong> Specialty claims often involve genuinely novel circumstances. When guidelines don&#8217;t address edge cases, handlers fill gaps with personal judgement &#8211; introducing noise.<\/li><li><strong>Conflicting priorities:<\/strong> When handlers face competing objectives (speed vs. thoroughness, policyholder satisfaction vs. cost control) without clear priority frameworks, they make different trade-off decisions.<\/li><li><strong>Selective enforcement:<\/strong> If some policy requirements are rigorously followed whilst others are treated as aspirational, handlers learn to apply judgement about which rules matter &#8211; introducing inconsistency.<\/li><\/ul><p>The solution isn&#8217;t necessarily more detailed policies (which can create their own complexity burden). It&#8217;s ensuring that <strong>guidance provides decision structure whilst remaining clear about where judgement is appropriate<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-32d5b82 elementor-widget elementor-widget-image\" data-id=\"32d5b82\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"899\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-911x1024.jpg\" class=\"attachment-large size-large wp-image-31800\" alt=\"Effective claims processing\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-911x1024.jpg 911w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-267x300.jpg 267w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-768x863.jpg 768w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing-356x400.jpg 356w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Effective-claims-processing.jpg 960w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ede6f87 elementor-widget elementor-widget-heading\" data-id=\"ede6f87\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>The hidden cost of non-effective claims management<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-345a9a9 elementor-widget elementor-widget-text-editor\" data-id=\"345a9a9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Decision noise carries costs that rarely appear in operational dashboards:<\/p><ul><li><strong>Capital efficiency:<\/strong> When some handlers systematically over-reserve whilst others under-reserve, the organisation locks up more capital than optimal risk management requires &#8211; affecting profitability without improving outcomes.<\/li><li><strong>Capacity provider confidence:<\/strong> In delegated authority arrangements, inconsistent handling erodes capacity provider trust. When they review your claims decisions and see unexplained variation, they question your governance.<\/li><li><strong>Broker relationships:<\/strong> Brokers notice when similar claims receive different treatment. Inconsistency damages their confidence in your handling, making them less likely to place business with you.<\/li><li><strong>Regulatory risk:<\/strong> The FCA&#8217;s Consumer Duty requires demonstrable fair outcomes. When identical claims produce dramatically different results based primarily on which handler reviewed them, explaining fairness becomes challenging.<\/li><li><strong>Talent attrition:<\/strong> Perhaps most costly, capable professionals become frustrated when inconsistent decisions undermine their work. As one claims director observed: \u2018I watch brilliant people get frustrated with systems instead of excited about solving problems. That&#8217;s not why they came into this industry\u2019.<\/li><\/ul><p>The Clyde &amp; Co MGA Opinion Report 2025 found<strong> 77% of MGAs believe claims processes require fundamental improvement<\/strong>. This isn&#8217;t dissatisfaction with individual decisions &#8211; it&#8217;s recognition that systematic issues affect consistency and quality.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f5d9d91 elementor-widget elementor-widget-fp_cta\" data-id=\"f5d9d91\" data-element_type=\"widget\" data-widget_type=\"fp_cta.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"o-cta\">\n    <div class=\"o-cta__pill-container\">\n                    <img decoding=\"async\" width=\"120\" height=\"260\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/01\/pill-Insurence-3.jpg\" class=\"attachment-full size-full\" alt=\"\" \/>            <\/div>\n    <div class=\"o-cta__text-container\">\n                    <div class=\"o-cta__logotype\">\n                <img loading=\"lazy\" decoding=\"async\" width=\"230\" height=\"112\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/hiscox_logo.jpg\" class=\"attachment-full size-full\" alt=\"\" \/>            <\/div>\n                                    <div class=\"f-paragraph\"><p><strong>Streamlining the claims underwriting process with an MVP integrating disparate data sources into a single system<\/strong><\/p><p>Our MVP will enhance data accessibility, improve user experience and operational efficiency for claims underwriters, enabling future AI-driven developments, including data synthesis and process automation.<\/p><\/div>\n                                    <div class=\"o-cta__buttons-container\">\n                                    <a class=\"o-button o-button--primary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/case-studies\/hiscox-claims-management\/?utm_source=blogbanner\" target=\"_self\">\n                        <span>Read our case study<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                                                    <a class=\"o-button o-button--secondary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/blog\/improving-claims-process\/#contact-form\" target=\"_self\">\n                        <span>Contact us<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                            <\/div>\n            <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-85e890b elementor-widget elementor-widget-heading\" data-id=\"85e890b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>Decision hygiene: the solution nobody talks about<\/b><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-912d23b elementor-widget elementor-widget-text-editor\" data-id=\"912d23b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Kahneman&#8217;s research points to a surprisingly straightforward solution: <strong>decision hygiene<\/strong>. Just as hand hygiene prevents infection without requiring medical expertise, decision hygiene reduces noise without requiring superhuman judgement.<\/p><p>The principles applied to improving claims management include:<\/p><ul><li><strong>Structured judgement frameworks:<\/strong> Rather than asking handlers \u2018what should this reserve be?\u2019, provide decision trees that break complex judgements into component questions. This doesn&#8217;t remove expertise &#8211; it organises its application.<\/li><li><strong>Sequential independence:<\/strong> When multiple people review a claim, ensure they form independent judgements before discussing. Group discussions tend to amplify the first opinion expressed rather than leveraging diverse perspectives.<\/li><li><strong>Reference class forecasting:<\/strong> Surface similar historical claims before handlers finalise reserves or settlements. This anchors judgement to actual outcomes rather than intuition.<\/li><li><strong>Validation checks:<\/strong> Automatic data quality flags and fraud indicators don&#8217;t replace expert judgement &#8211; they ensure experts have reliable information to judge.<\/li><li><strong>Fatigue management:<\/strong> Recognise that decision quality degrades under cognitive load. Streamlining administrative burden (as the payment processing example earlier highlighted) preserves capacity for judgements that actually require expertise.<\/li><\/ul><p>Survey respondents specifically requested exactly these capabilities. One Claims Operations Director explained: <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f045b7b elementor-widget elementor-widget-fp_quote\" data-id=\"f045b7b\" data-element_type=\"widget\" data-widget_type=\"fp_quote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"o-quote o-quote--left\">\n            <svg class=\"o-quote__icon\"\n                            >\n                                <use xlink:href=\"#quotation-mark\"><\/use>\n            <\/svg>\n            <div\n                class=\"o-quote__text f-paragraph f-paragraph o-quote__text--italic\"\n            >\n                <div >\n                    <p>Smart technology could handle routine tasks much faster... freeing us to focus on what requires real expertise.<\/p>                <\/div>\n            <\/div>\n            <div class=\"o-quote__author f-paragraph \">\n                \n                \n                <div class=\"o-quote__author-info\">\n                    <div class=\"o-quote__author-name\">\n                        <div\n                                                    >\n                            Claims Operations Director                        <\/div>\n                    <\/div>\n                    <div\n                        class=\"o-quote__author-position\"\n                    >\n                        <div >\n                                                    <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c912e7 elementor-widget elementor-widget-text-editor\" data-id=\"5c912e7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>This is the key insight: <strong>improving the claims process <\/strong>isn&#8217;t about automating expertise away. It&#8217;s about <strong>creating environments where expertise can be applied consistently<\/strong>.<\/p><p>The airline industry didn&#8217;t reduce accidents by finding superhuman pilots. They gave skilled pilots <strong>checklists, standard procedures, and systems that made consistency easier<\/strong>. Aviation safety improved not despite pilot expertise but by supporting it.<\/p><p>The same principle applies to claims management. Your <strong>handlers don&#8217;t need to be superhuman &#8211; they need systems and processes<\/strong> that help them apply their considerable expertise consistently.<\/p><p>When improving claims management, the question isn&#8217;t whether technology can replace judgement. It&#8217;s <strong>whether your processes systematically reduce noise<\/strong> or accidentally amplify it.<\/p><p>The 77% of MGAs recognising that fundamental improvement is needed represent both competitive pressure and opportunity. Those who understand that<strong> expert inconsistency is a solvable problem<\/strong> &#8211; not a talent failure &#8211; will gain decisive advantages in outcome consistency, capacity provider confidence, and talent retention.<\/p><p>Your best claims handlers aren&#8217;t making bad decisions because they lack expertise. They&#8217;re making inconsistent decisions because <strong>expertise alone isn&#8217;t enough<\/strong>. Decision hygiene gives them what expertise can&#8217;t provide: <strong>systematic consistency<\/strong>.<br \/>That&#8217;s not replacing human judgement. It&#8217;s finally giving it the support it deserves.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8cc046b elementor-widget elementor-widget-fp_cta\" data-id=\"8cc046b\" data-element_type=\"widget\" data-widget_type=\"fp_cta.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"o-cta\">\n    <div class=\"o-cta__pill-container\">\n                    <img decoding=\"async\" width=\"120\" height=\"260\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/01\/pill-Insurence-3.jpg\" class=\"attachment-full size-full\" alt=\"\" \/>            <\/div>\n    <div class=\"o-cta__text-container\">\n                                    <div class=\"f-paragraph\"><p><strong>Revolutionise your claims operations with futureClaims\u2122<\/strong><\/p><p>futureClaims\u2122 is an advanced platform designed to meet the demanding requirements of complex commercial and specialty claims, including the London Market.<\/p><\/div>\n                                    <div class=\"o-cta__buttons-container\">\n                                    <a class=\"o-button o-button--primary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/insurance-industry\/?utm_source=blogbanner\" target=\"_self\">\n                        <span>Learn more<\/span>\n                        <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                        <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                    <\/a>\n                                                    <a class=\"o-button o-button--secondary o-button--xs o-button--arrow o-button--icon-right\" href=\"https:\/\/www.future-processing.com\/blog\/improving-claims-process\/#contact-form\" target=\"_self\">\n                        <span>Contact 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class=\"o-sidebar\">\n                            \n    <div class=\"o-sidebar__related-articles\">\n                    <h3 class=\"o-sidebar__title f-headline-semi-large\">Related articles<\/h3>\n                            <div class=\"o-sidebar__items\">\n                                    <div class=\"o-sidebar__item\">\n                                                    <div class=\"o-sidebar__item-photo\">\n                                <img loading=\"lazy\" decoding=\"async\" width=\"1290\" height=\"400\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2021\/03\/cover-definition-of-done.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2021\/03\/cover-definition-of-done.jpg 1290w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2021\/03\/cover-definition-of-done-300x93.jpg 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2021\/03\/cover-definition-of-done-1024x318.jpg 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2021\/03\/cover-definition-of-done-768x238.jpg 768w\" sizes=\"(max-width: 1290px) 100vw, 1290px\" \/>                            <\/div>\n                                                <div class=\"o-sidebar__item-text\">\n                                                            <div class=\"f-paragraph\">The insurance claims audit: 7 hidden costs eating your operations budget<\/div>\n                            \n                                                            <a href=\"https:\/\/www.future-processing.com\/blog\/insurance-claims-audit-hidden-costs\/\" class=\"o-button o-button--tertiary o-button--xs o-button--icon-right o-button--arrow\" data-elementname=\"sidebar\" data-elementtype=\"Read more\">\n                                    Read more                                    <svg 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https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Claims-handling-300x93.jpg 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Claims-handling-1024x318.jpg 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/02\/Claims-handling-768x238.jpg 768w\" sizes=\"(max-width: 1290px) 100vw, 1290px\" \/>                            <\/div>\n                                                <div class=\"o-sidebar__item-text\">\n                                                            <div class=\"f-paragraph\">How to improve claims handling and optimise management?<\/div>\n                            \n                                                            <a href=\"https:\/\/www.future-processing.com\/blog\/how-to-improve-claims-handling\/\" class=\"o-button o-button--tertiary o-button--xs o-button--icon-right o-button--arrow\" data-elementname=\"sidebar\" data-elementtype=\"Read more\">\n                          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class=\"o-sidebar__number-content\">\n                                                                                        <div class=\"f-grid-number\">\u00a31M to \u00a35M<\/div>\n                                                                                    <\/span>\n                                                                            <\/div>\n                                                                                                    <div class=\"o-sidebar__text f-paragraph\"><p>revenue increase for one of the products, accelerated go-to-market goals, and improved insurance trading efficiency<\/p><\/div>\n                                                                                                    <div class=\"o-sidebar__link\">\n                                        <a href=\"https:\/\/www.future-processing.com\/case-studies\/hiscox-floodplus\/\" class=\"o-button o-button--tertiary o-button--s o-button--icon-right o-button--arrow\" data-elementname=\"sidebar\" data-elementtype=\"Read the case study\">\n                                            Read the case study                                            <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                                        <\/a>\n                                    <\/div>\n                                                            <\/div>\n                                                            <\/div>\n                    <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-21a6c190 e-con-full e-flex e-con e-parent\" data-id=\"21a6c190\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2f5facf9 toc-ignore elementor-widget elementor-widget-fp_post_authors\" data-id=\"2f5facf9\" data-element_type=\"widget\" data-widget_type=\"fp_post_authors.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div\n    class=\"s-post-authors  o-margin__bottom--standard o-margin__top--standard  m-gradient-light s-post-authors--single\"\n    >\n            <img loading=\"lazy\" decoding=\"async\" width=\"1278\" height=\"871\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/authors_bg.png\" class=\"s-post-authors__background-image\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/authors_bg.png 1278w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/authors_bg-300x204.png 300w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/authors_bg-1024x698.png 1024w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/authors_bg-768x523.png 768w\" sizes=\"(max-width: 1278px) 100vw, 1278px\" \/>        <div class=\"o-container\">\n                                    <div class=\"row\">\n                        <h2 class=\"f-headline-semi-large f-line s-post-authors__header col-small-24 col-big-15 off-big-9 col-laptop-12 off-laptop-6 col-fullhd-11 off-fullhd-7\">\n                <p><strong>About the author:<\/strong><\/p>            <\/h2>\n                            <\/div>\n                            <div class=\"s-post-authors__list row\">\n                                            <div class=\"s-post-authors__author col-small-24 col-medium-15 off-big-9 col-laptop-12 off-laptop-6 col-fullhd-11 off-fullhd-7\">\n                    <div class=\"o-pill o-pill--circle o-pill--brand\"><\/div>\n                    \n<div class=\"o-person-linkedin o-pill o-pill--image  o-person-linkedin--no-shadow o-person-linkedin--has-link\">\n            <img decoding=\"async\" width=\"240\" height=\"480\" src=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1.jpg 240w, https:\/\/www.future-processing.com\/blog\/wp-content\/uploads\/2025\/10\/alukaszczyk_blog_240_480-1-150x300.jpg 150w\" sizes=\"(max-width: 240px) 100vw, 240px\" \/>                <a class=\"o-person-linkedin__linkedin\" href=\"https:\/\/www.linkedin.com\/in\/lukanna\/\" target=\"_blank\" aria-label=\"LinkedIn\" data-elementclick=\"person-linkedin-url\" rel=\"noopener\">\n            <svg class='o-icon o-icon--16 o-icon--linkedin '>\n            <use xlink:href='#icon-16_linkedin'><\/use>\n          <\/svg>        <\/a>\n    <\/div>\n                    <div class=\"s-post-authors__background\">\n                        <div class=\"s-post-authors__text\">\n                            <h3 class=\"f-line\">\n                                <span class=\"f-headline-semi-large\"><b>Anna \u0141ukaszczyk<\/b><\/span>\n                                                                    <p class=\"s-post-authors__position f-paragraph\">\n                                        Strategic Initiatives Lead - Insurance                                    <\/p>\n                                                            <\/h3>\n                                                            <div class=\"s-post-authors__description f-paragraph\">\n                                    <p>With over a decade of experience in IT and business management, I combine delivery, consulting, and leadership expertise. At Future Processing, I manage the Insurance Practice &#8211; shaping its strategy, overseeing projects, and building strong client relationships in the UK insurance market. Previously, I led cross-functional IT teams as Project &amp; Delivery Manager and Scrum Master, driving large-scale digital transformation initiatives across finance, automotive, and transport sectors. My background in operational excellence and client management enables me to align business goals with technology delivery for measurable impact.<\/p>\n                                <\/div>\n                                                    <\/div>\n                        <div class=\"s-post-authors__buttons\">\n                            <a href=\"https:\/\/www.future-processing.com\/blog\/author\/alukaszczyk\/\" class=\"o-button o-button--xs o-button--tertiary o-button-arrow o-button--icon-right\">\n                                View more posts by&nbsp;Anna                                <svg class='o-icon o-icon--10 o-icon--arrow '>\n            <use xlink:href='#icon-10_arrow'><\/use>\n          <\/svg>                                <svg class='o-icon o-icon--16 o-icon--arrow '>\n            <use xlink:href='#icon-16_arrow'><\/use>\n          <\/svg>                            <\/a>\n                        <\/div>\n                    <\/div>\n                <\/div>\n                    <\/div>\n    <\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4dfa207f toc-ignore elementor-widget elementor-widget-fp_contact_form\" data-id=\"4dfa207f\" data-element_type=\"widget\" id=\"contact-form\" data-widget_type=\"fp_contact_form.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<div class=\"s-contact-form js-form  o-margin__top--standard o-margin__bottom--standard s-contact-form--white\"  id=\"contact-form\">\n    <div class=\"o-container\">\n        <div class=\"row\">\n            <div class=\"s-contact-form__intro col-small-24 col-big-8 col-qhd-9\">\n                                    <h2 class=\"f-headline-extra-large f-line s-contact-form--hide-when-sent\">\n                        <p><b>Let&#8217;s talk<\/b><\/p>\n                    <\/h2>\n                                                                    <div class=\"s-contact-form__text f-headline-extra-big s-contact-form--hide-when-sent\">\n                        <p>Contact us and transform your business with our comprehensive services.<\/p>                    <\/div>\n                                                                    <div class=\"s-contact-form__email-wrapper js-copy\">\n                        <a class=\"s-contact-form__email js-copied-element f-headline-extra-big\"\n                           href=\"mailto:contact@future-processing.com\"\n                           data-elementclick=\"contact-email-click\"\n                           data-elementname=\"Email - 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Their reserve recommendations differ significantly &#8211; by thousands of pounds. Which one is right?<\/p>\n","protected":false},"author":268,"featured_media":35131,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[998],"tags":[],"coauthors":[2164],"class_list":["post-34209","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-it-business-news"],"acf":{"reading-time":0,"show-toc-sublists":false,"image":"","logo":"","button1":{"button1_type":"none","button":""},"button2":{"button2_type":"none","button":""},"person":{"person_photo":"","person_name":"","person_position":""}},"_links":{"self":[{"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/posts\/34209","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/users\/268"}],"replies":[{"embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/comments?post=34209"}],"version-history":[{"count":28,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/posts\/34209\/revisions"}],"predecessor-version":[{"id":34933,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/posts\/34209\/revisions\/34933"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/media\/35131"}],"wp:attachment":[{"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/media?parent=34209"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/categories?post=34209"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/tags?post=34209"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.future-processing.com\/blog\/wp-json\/wp\/v2\/coauthors?post=34209"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}