The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
Average Cycle Time (ACT)
The average number of days it takes you to close a standard property claim from first notice of loss to final payment.
Target · Under 30 days for standard residential claims. If you close 10 claims in a month, and the total days from FNOL to close is 280, your ACT is 28 days. We're looking for consistent performance here.
Estimate Accuracy Rate
How close your initial damage estimate is to the final agreed-upon cost of repairs. We're looking for minimal 'leakage' or significant underestimation.
Target · Within ±5% variance of the final settlement amount. You estimate a repair at £50,000, and the final settlement is £51,000. That's a 2% variance, which is spot on. If it was £55,000, that's a 10% variance, and we'd want to understand why.
Customer Satisfaction (CSAT)
Feedback from policyholders on their experience with you during the claims process, usually collected via a short survey.
Target · An average CSAT score of 85% or higher. After closing a claim, the policyholder rates your service as 9 out of 10. We'll aggregate these scores to see how you're doing overall.
Pending Caseload Count
The number of open claims you're actively managing at any given time. This helps us ensure you're not overloaded or falling behind.
Target · Maintain a caseload of 40-50 active claims (this can vary by complexity, of course). On Monday morning, you've got 45 open files. By Friday, you've closed 5 and opened 3 new ones, so you're at 43. It's about keeping things moving.
Quality of Investigation & Documentation
How thoroughly you investigate claims, gather evidence, and document everything in the file. This includes photos, statements, policy analysis, and clear rationale for decisions.
- Your Claims Manager will review a sample of your closed files. They'll look for comprehensive notes, clear photo logs, well-reasoned coverage letters, and a logical progression of the claim. A well-documented file should tell the whole story, leaving no room for doubt or questions later on.
Negotiation Effectiveness
Your ability to negotiate fair settlements with policyholders and contractors, defending our position based on facts and policy language, while maintaining a professional demeanour.
- This shows up in how often you settle claims without escalation, the reasonableness of final settlement amounts compared to initial estimates, and feedback from your manager on your negotiation approach during file reviews. We're looking for someone who can hold their ground respectfully.
Policy Interpretation & Application
Your skill in accurately reading and applying complex insurance policy language to the specific facts of a loss, ensuring correct coverage decisions.
- Your Claims Manager will assess this during file reviews, looking at your coverage letters and rationale for decisions. Do you correctly identify insuring agreements, conditions, and exclusions? Are you consistent in your application of policy terms? Getting this right is fundamental.
Professionalism Under Pressure
How you handle difficult conversations, angry policyholders, or challenging external parties (like Public Adjusters) while remaining calm, objective, and respectful.
- This is often observed directly by your manager during ride-alongs or discussed in one-on-ones. It's also reflected in customer feedback, particularly when you've had to deliver bad news. Can you keep your head when everyone else is losing theirs? That's what we're after.
