Industry: Insurance

Function: Customer Service

Value-Added Results/Weights	Performance Standards
Satisfied policyholders and claimants (50%)	• 65%—75% of initial contacts made within 1—2 days of inspecting the vehicle. • 65%—75% of payments made on repairables within 1—2 days. • 90%—95% of payments made on repairables before the customer picks up the car. • 60%—80% of payments made for total losses within 3—5 days. • 50%—70% of customers contacted say that the Examiner: • Was friendly. • Took the time to explain the procedures in detail. • Suggested alternative repair services or facilities. • Was fair with me and gave me the benefit of the doubt. • No more than 1—2 complaints/quarter reach the PDR Supervisor.
Settled claims (25%) • Settlement decisions • Complete claim files	• PDR Supervisor is satisfied that 90%—95% of sampled settlement files adhere to policy provisions. • PDR Supervisor is satisfied that the sampled files: • Match corporate standards for claims file contents.. • Are concise and readable. • Are complete and specific enough to "speak for themselves". • No more than 3%—5% of unsettled claims are turned in to the adjuster. • Average daily of open files is no more than 3—5 days (from date assigned to date settled).
Informed adjusters (15%)	• Surveyed adjusters say that the Examiner: • Produces files that are complete, legible and up-to-date. • Gave the adjuster the file in time to answer calls from policyholders, agents, etc. • Doesn’t have to be called by the Adjuster for information that should be in the file.
More accurate policies (10%)	• At least 2—3 recommendations/year for policy adjustments are made by the Examiner based on observations.

Customer Diagram: Physical Damage Examiner