Industry: Insurance

Function: Corporate Services

Value-Added Results/Weights	Performance Standards
Satisfied policyholders and claimants (30%) • Payment	• 60%—80% of surveyed policyholders and claimants say they: • Are pleased with how quickly they were contacted initially. • Feel the Claims Examiner understood their situation. • Were able to contact someone when they needed them. • Received help to solve their problems. • Felt the settlement was a fair one. • Received help in finding the right people to do the work.
Settled claims (20%)	• 80%—95% of initial contacts were made within 24 hours of receipt of claim. • Average time to close files is 30—45 days. • Supervisor is satisfied that 95% of a sample of settlements adheres to policy provisions.
Complete claims file (20%)	• Supervisor is satisfied that the sampled files: • Match the corporate standards for claims file contents • Are concise • Are complete and specific enough to "speak for themselves"
Satisfied agent (10%)	• 90%—95% of surveyed agents say: • Claims were handled with minimal time required of agent. • They receive no complaints from policyholders on claims handling. • They understand the payment value agreed-upon.
Credible reputation with the contractors (10%) • Accurate estimate	• Sample of surveyed contractors say: • Company pays for damage owed. • They know when the insured will be paid. • They know where they stand in relation to obtaining and starting the work. • All verbal agreements are honored. • They are treated with respect.
Accurate risk information (5%)	• Agents say the data is verifiable, accurate, concise and identifies the potential risks.
Improvements to claims handling process (5%)	• The examiner identifies 1 idea/year for improving claims handling.

Customer Diagram: Property Claims Examiner