Unsung Heroes of Claims!
Few months ago, I interviewed a young candidate who expressed a surprising passion for insurance claims. Her enthusiasm reminded me of my early days in the industry, when I once was full of zeal and grand visions. I recall a town hall with Brian Dupperault in Singapore. He proudly announced that he helped the company through a crisis and returned the company's debt from the government at a profit—I left feeling like a superhero, ready to save the world of insurance. Fast forward 14 years, and here I am, still in the trenches of claims, still trying to make a difference. When recently asked why I stay in this job and what makes me happy, I found myself stumped. My answer? “I’m not sure!” Claims are rarely glamorous. Most people buy insurance as a precaution, never expecting to need it. When they do, it's usually not a pleasant experience. In the insurance world, the claims department is often seen as a “cost center”—the part of the business that handles complaints and messes. De...