Quality Control Is Obviously In The Eye Of The Beholder

Direct ManagerThis piece was submitted to us by an adjuster with nearly a quarter-century worth of experience with the same company. We can’t help but wonder how this adjuster’s quality was all those years before their “manager” decided to get more hands-on…

After working for USAA for 23 years they reorganized our large loss casualty examiner group into the “call center.” We would get all kinds of stray calls and first reports of claims (because they did away with the loss report unit) along with the usual work of handling the more complex injury claims. 
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