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.
Large Loss Settlement Accuracy
Variance between your initial reserve setting and the final settlement amount for claims over £500,000.
Target · Less than 5% variance for 80% of claims >£500K If you reserve a major commercial fire at £1.2M and it settles at £1.23M, that's a 2.5% variance. We want to see those numbers consistently tight, especially on the big claims.
Subrogation Recovery Rate
The percentage of identified subrogation potential that actually results in a recovery from a third party.
Target · Achieve 20% recovery on identified subrogation potential annually You identify £100K in potential subrogation across your claims. If we recover £20K, you've hit the target. This means spotting opportunities and building a strong case from the start.
Litigation Avoidance Rate (Complex Claims)
The proportion of your complex claims (those with PA/solicitor involvement) that are resolved without progressing to formal litigation.
Target · Resolve 95% of complex claims pre-litigation You handle 20 claims with solicitor involvement. If 19 are settled through negotiation or mediation before court, you're doing well. It's about smart negotiation and solid evidence.
Mentee Progression & Development
The measurable growth and advancement of the junior adjusters you're mentoring.
Target · At least one mentee promoted or demonstrating significant independent handling of L2 claims annually One of your mentees moves from handling basic L1 claims to independently managing a full L2 caseload, or gets promoted to Loss Adjuster. Your guidance really helps them step up.
Strategic Influence & Consultation
Your ability to proactively provide input on claims strategy, policy wording, and business process improvements based on your experience with complex losses.
- You're regularly invited to discussions with Underwriting or Legal about policy language. Your opinions are sought on new claims handling protocols. You present ideas that lead to tangible improvements.
Expert Consultation & Technical Authority
How often internal teams (Claims, Underwriting, Legal) and external partners seek your advice on difficult coverage issues, complex quantum assessments, or tricky investigation techniques.
- Other adjusters or managers come to you for advice on their toughest files. You're asked to review complex claim reports or provide second opinions. You're seen as the 'go-to' person for a specific type of loss.
Quality of Investigation & Documentation
The thoroughness, accuracy, and defensibility of your claim investigations and the accompanying documentation, especially for high-value or contentious files.
- Your files consistently pass internal and external audits with flying colours. Legal counsel praises the clarity and completeness of your evidence. You're able to easily defend your coverage decisions with robust documentation.
Effective External Relationship Management
Your ability to manage challenging relationships with Public Adjusters, solicitors, and policyholders on high-stakes claims, maintaining professionalism and achieving fair outcomes.
- Despite tough negotiations, external parties respect your professionalism. You successfully de-escalate disputes. You're able to maintain a working relationship even after a difficult coverage decision.
