Making a Resolution

The CLM addresses the much-needed change in the insurance claims industry.

By Eric Gilkey

As hinted at in March’s column and featured on this issue’s cover, CLM made waves at our annual conference when Executive Director Adam Potter unveiled the first step in a plan to help improve the industry’s reputation and help attract new talent to the claims profession: adopting terms like “resolution specialist” and “resolution departments” to describe those who handle insurance claims.  

What you might not know is that this plan has been in the works for nearly four years. (In fact, this publication very nearly was named Resolution Management; a vestigial remnant is evident in our tagline). So the question is, what took so long?

The short answer is that significant change requires building a consensus, and that takes time. We don’t expect immediate adoption across the board, but we also won’t discount the fact that five trailblazers heard the resolution pitch and agreed to support it. How they are implementing it in their organizations and the reactions they received from their staff is compelling stuff. You can read about it on page 20.

Of course, there will be doubters. Some will object to a terminology switch, shrugging it off with a “Why fix what isn’t broke?” attitude. Others will roll their eyes and say that changing a word won’t fix what ails us. But change has to start somewhere, and if we don’t try and solve the very real perception problems of this industry and begin to ask ourselves hard questions about why there is a lack of young people interested in joining us—problems I heard confirmed at both CLM’s annual conference and PLRB’s claims conference in March—who will?  

Eric Gilkey is executive editor of CLM Magazine, a publication of the Claims and Litigation Management (CLM) Alliance. He may be reached at eric.gilkey@TheCLM.org.

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