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Between the Lines: July 2012

Helen Gillcrist, VP & Manager, Enterprise Legal Services at Liberty Mutual Insurance Company, answers the question "What are the top trends affecting claims resolution?"

July 26, 2012 Photo

“What are the top trends affecting claims resolution?”


Joe Picone

“Insurance should be simple, you pay a premium and you get your claim paid, but that’s not always the case today. We are seeing an increase in carriers assigning coverage counsel at notice of claim and more strict interpretation of policy terms and conditions. As a result, it’s imperative that clear underwriting terms are addressed at placement.”

-Joe Picone, Chief Claims Officer, Strategic Outcomes Practice, Willis North America. CLM member since 2012.

 Helen Gillcrist

“Emerging developments in predictive analytics and enhanced focus on effective legal service delivery models are key areas that will provide valuable impact on claims resolution.”

-Helen Gillcrist, VP & Manager, Enterprise Legal Services, Liberty Mutual Insurance Company. CLM member since 2008.

Frank Ramsay

“While not emerging trends, average cycle times, average indemnity and expense payments, and comparative negligence application will drive claims organizations to resolve claims to better realize improved loss costs.”

-Frank Ramsay, Claims Practice Leader, Towers Watson. CLM member since 2012.

Ron Holt

“There is a movement for faster turnaround for both the consultant and adjuster in the interest of reducing cost and staff demands. Scope reduction and short-form reports are becoming an accepted practice.”

-Ron Holt, President and CEO, EFI Global. CLM member since 2012.



The percent of claims executives who consider predictive analytics as its most actionable use, given the amount of data now available. Source: 2011/2012 Aite Group Survey


1 Billion

The number of global customers that will own a smartphone by 2016. Source: Forrester Research



The percent of large insurers with mobile claims capabilities either active or in the works. Midsize insurers are at 20%. Source: Novarica U.S. Insurer IT Budgets and Projects for 2012 Study



CLOs who say “Efficient Delivery of Legal Services” is their number one priority for 2012—24.1% say “Control Costs/Budget.” Source: Altman Weil 2011 Chief Legal Officer Survey



Expected growth for employment of lawyers from 2010-2020. Source: U.S. Department of Labor Bureau of Labor Statistics

About The Authors
Bevrlee J. Lips

Bevrlee J. Lips was managing editor of Claims Management magazine (now CLM Magazine) from January 2012 until March 2017.  blips@claimsadvisor.com

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