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Insurance is a business. 

https://zalma.com/blog

Professional Insurance Adjusting At the turn of the century, insurers, in a search for profit, decimated  their professional claims staff. They laid off experienced personnel and  replaced them with young, untrained and unprepared people.  A virtual clerk replaced the old professional claims handler. Process  and computers replaced skill and judgment.

It must change if it is to survive. It must  rethink the firing of experienced claims staff and reductions in  training to save \\u201cexpense.\\u201d  Excellence in Claims Handling  An insurer must understand that it cannot adequately fulfill the  promises it makes to it insured and the Fair Claims Practices Act which  exist in almost every state, when dealing with claimants without  excellence in claims handling. An insurer must work intelligently and  with vigor to create a professional claims department.  Insurance training is available across the country by correspondence, in  local colleges and universities and from law firms that will provide  the training as a marketing tool. None of these sources are directed to  producing insurance claims professionals. They do provide the basic  background information necessary to begin the process of becoming an  insurance claims professional. In that regard, I have created electronic  training programs on professional claims handling that are available  from experfy.com and a different set of courses from illumeo.com.  An excellence in claims handling program can include a series of  web-based lectures supported by text materials like my claims books  available at amazon.com and over the insurance claims library at my web  site at https://zalma.com.  The web lectures must be supplemented by meetings between supervisors  and claims staff on a regular basis to reinforce the information learned  in the lectures.  Every two weeks Zalma\\u2019s Insurance Fraud Letter publishes lists of  convictions. The major volume of such convictions deal with Medicare and  Medicaid fraud. Basic property and casualty fraud convictions are  seldom described except when the perpetrator confesses or pleads guilty.  Few go to trial. Those who are convicted usually are sentenced to short  stays in jail or to home confinement.  This is mostly a work of fiction based on the real experiences of a  practicing lawyer and Certified Fraud Examiner.  Go to https://claimschool.com.