I am the program director for the Associate in Claims program here at the Institutes. I just finished reading Peter Rousmaniere's two articles, "Cascading Into Collapse" and "Crawling Back From the Brink," on page 26 of the January 2007 issue of Risk & Insurance[R]. I completely agree with his depiction of the collapse of a claims organization, and how to recover from it. I am researching the educational needs of claims people. My research, which looked at all lines, leads me to believe that many claims departments are struggling because of their dependence on technology for decision-making. My expectation is that the claims department of the future will be 70 percent processors and 30 percent "true" adjusters.
DONNA J. POPOW, JD, CPCU, AIC
Assistant Vice President, Ethics Counsel
American Institute for CPCU
Insurance Institute of America