Finding Clarity in Data without Losing Sight of What Matters Most
In today’s data-driven insurance environment, performance metrics are at the core of every operation. Key Performance Indicators (KPIs) have become the industry’s compass, tracking efficiency, consistency, and customer satisfaction. But as we navigate this abundance of data, an important question emerges: are KPIs helping claim teams perform better or are they creating new pressures that pull focus from what truly matters?
When used effectively, KPIs bring clarity and accountability. For claim leaders, they provide visibility into performance and help guide decisions. For adjusters, they define expectations for timeliness and responsiveness. For policyholders, they reinforce confidence that their loss is being handled quickly and with care.
The upside is clear, KPI-driven claim handling can shorten cycle times and reduce stress, build confidence in the insurer’s reliability, improve forecasting, operational efficiency, strengthen reputation, and customer retention. Yet, challenges emerge with what metrics we choose to measure and how those may influence behavior.
Speed is easy to quantify, quality is not. When success becomes synonymous with “days to write an estimate” or “days to close,” the important human element of claims adjusting can get lost. The focus can easily shift from delivering quality claim adjustments to merely meeting a target metric. When the focus is on numbers and not service, the missed opportunities can have far reaching impacts. Incomplete investigations and poor documentation can quickly erode the quality of customer service.
A process meant to ensure consistency can start to feel like a checklist exercise rather than a service built on empathy and accuracy. The numbers may tell a positive story, but the outcome and the policyholder’s experience can suffer.
At Engle Martin, we balance data-driven performance with professional judgement, experience, and empathy that define exceptional claims handling. We use data to identify opportunities for improvement while maintaining focus on the client experience and the integrity of the adjusting process. By aligning metrics with expertise, KPIs become tools for meaningful improvement rather than sources of pressure.
The reality is, KPIs themselves aren’t the problem; their interpretation is. The most successful claim organizations strike a balance between efficiency and accuracy, using metrics as tools to guide improvement, not pressure to cut corners.
As the industry evolves, the future of claims excellence won’t be defined by how fast a file is closed, but by what truly matters: timely, fair, and appropriate outcomes that restore both property, trust, and peace of mind.
Engle Martin’s balanced approach is strengthened by the expertise of Engle Martin’s senior operational leaders. Andy McRae, Senior Vice President of Central/West Region Operations and Tom Mulroy, Senior Vice President of East Region Operations, bring decades of experience that shape how KPIs are designed, interpreted, and applied across the organization. Their deep understanding of commercial property claims ensures that metrics function as tools to enhance performance, not limit it. By grounding KPI strategies within the adjusting experience, they reinforce Engle Martin’s commitment to accuracy, fairness, and a client-focused claims experience.
For more information on Engle Martin’s approach to high-quality claims handling, we invite you to contact our team at info@englemartin.com.
