Articles

KPI vs care - which is winning?

Anna Kelsey-Sugg

A process-driven acrimonious workers' compensation system is a dark place - let's shed some light to turn things around.

We all have targets in our jobs. Finish a certain number of reports, close a certain number of files, don’t drink more than a certain number of coffees (a particularly difficult one to stick to). Insurance agents are no exception. Increasingly claims agents and insurers are rewarded on performance, so targets are set for their own staff. Their ‘KPIs’ – Key Performance Indicators – determine a level they should...

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