Outsourcing of damage functions takes place at an increasing rate. An insurance claims expert told me that most insurers do not invest in the expertise of younger adjusters but only outsource the details of customizing property insurance to external providers. These external suppliers are neither licensed as insurance adjusters under the control of insurance authorities nor are trained to appreciate the ethical obligations that property insurance adjusters have towards the public and in particular the insurance customer.
A recently published article by McKinsey and Company noted how insurance companies can increase profits by using an increased use of external providers that future adjusters working from home will handle, rather than doing these jobs themselves:
Large Insurance Companies have already built some teleworking models and will continue to use them as they navigate the crisis, aiming to shift 30% of their workforce to this model in the long term. The same companies are also developing methods to support effective remote management performance management, such as dashboards, virtual team rooms and remote team chambers. Insurers also identify the roles and skills needed in the future government organization, including a future model for outsourcing. In this way, they work to determine how to fill knowledge gaps through rescaling or strategic external employment, and re-imagine the journey of talent management ̵1; for example, how to recruit, on board, train and develop future adjusters.
An example of this outsourcing is with Jon Held who has built an incredibly large and deep business that helps the insurance industry:
Jonathon C. Held has been with JS Höll since 1977 and has been President and CEO since 1985. During the During the period, he has monitored the company's growth from a small regional two-man consulting company to an internationally respected organization with a global reach.
Jon has consulted on many of the largest and most complex catastrophic insurance claims in history, including the 1993 and 2001 terrorist attacks on the World Trade Center in NY, disputes between Firestone Bridgestone and its insurer for damages that occurred at Harbel Rubber Plantation during the Liberian the Civil War, the AOL Time Warner Center fire in NY, The Amtrak Superstorm Sandy disputes and many of the world's most visible allegations. He is widely regarded as the chosen expert in large complex "bet the farm" cases.
With an unmatched reputation in the dispute resolution arena, Jon has been a panelist in hundreds of claims and was the party's appointed assessor in the four largest claims that they will ever be resolved in the evaluation process. Throughout his career, he has testified in several courts throughout the United States and has extensive experience as an arbitrator and judge.
I thought Jon Held was just a great advocate for the insurance industry in evaluations and for views on construction costs. His company can now be a one-stop-shop to determine the pricing of virtually any type of property insurance claim that an adjuster will eventually need to make a decision on.
We see the same types of outsourcing with many other companies, such as Ladder Assist. Ladder Assist's website indicates:
Seek Now was founded in 2012 as Ladder Now when a dream team of professionals made it their mission to provide insurance companies with a high / steep roof inspection service that was of high quality, reliable and constantly on time and thus solve a painful problems in the industry.
Today our ownership and board consists of a diverse group of professionals with experience in:
• Top 5 insurance companies
• Architectural technology  • Enterprise Software Development and Implementation
• National Catastrophe Claims Services  • Top 5 Forensic Engineering / Fire Investigation Services
We find the most talented people, give them access to industry-leading technology and systems and give them to be their best. In fact, cultivating talent is our basic principle. We are committed to our people, ensuring that every member of Seek Now shares team pride and takes ownership of every task and requirement. That's why we can offer superior service – for team members in Seek Now really care and want to be the best for themselves and the team.
But we do not end there. For us, superior service also means creative innovation, and we were proud to introduce the first "smart routing" broadcasting system for the industry. Through a direct license with Microsoft Bing Maps and the use of an international top software provider, Seek Now is the first company to offer insurance adjusters direct control over our calendar. Due to our advanced technology, the adjuster has the authority to call and schedule an insured meeting while you view our resources and calendar in real time. Access to our calendar eliminates duplicate bookings and other complications, which means that our customers can offer better service for the people they insure.
And by the way – our arrival time was more than 98% on almost 150,000 claims 2018 For us, customer satisfaction with this relationship is both a reward and a motivator. We love to make our customers happy. That's why we always arrive ten minutes early (but not before the loss!).
Our proven methods, our commitment to excellence and our diverse team of professionals are what set Seek Now apart. We were the market leader in 2019 and we are truly the next generation in Complete Claim Inspection Solutions.
For some, this advertising of services sounds more like an unlicensed independent adjustment company.
I expect other outsourcing companies that service the needs of the insurance claims industry to adopt the JS Held and Ladder Assist models. Regardless of whether insurance authorities take into account or even care if this change in damages is another matter. But when you buy insurance from Liberty Mutual or any other company, you really did not see that you would have to deal with claims rather than the company that sold the insurance contract.
Thought For The Day
] Reforms needed to stop the tide of outsourcing good jobs to other nations and to educate and train American workers to meet the challenges of the world economy in 2000s.
– Martin Luther King III