By: Erin Campbell, Associate Director, CCC Solutions & Consulting
Even the best-run claims organizations can benefit from a fresh perspective. We see it all the time – casualty adjusters pulled in multiple directions, managing regulatory shifts, reviewing complex documents, and racing to meet payment timelines. With so many demands, inefficiencies can creep in and slow things down, despite everyone’s best efforts.
That's where CCC comes in. At CCC, our experts roll up their sleeves alongside your team to conduct comprehensive process reviews, taking a close look at how your casualty workflows really operate. We bring the outside perspective, industry best practices, and practical recommendations that help you streamline, simplify, and uncover opportunities for measurable improvement – all as part of the value you receive simply by engaging with CCC.
A Collaborative Look at What's Working... and What's Not
Our process reviews start by bringing carrier leaders, front-line adjusters, and technology experts together to walk through your current casualty workflows, from intake to resolution. The goal isn’t to point fingers – it's to build a shared understanding of what's happening today and what could work better tomorrow.
Then, through a series of working sessions, we partner with you to map the end-to-end flow of tasks, uncovering pain points and highlighting where gaps exist between people, processes, and technology.
One of the most valuable outputs of these reviews is a side-by-side visual of your current process compared to a potential future-state model powered by CCC's bill review platform. This makes it easy for your leadership teams to spot inefficiencies and see how small, targeted changes – like automating a step or standardizing a review – can free up time, increase efficiencies, and improve outcomes.
Real-World Example: Finding Time in the Margins
In a recent session with a regional carrier processing first-party casualty claims, our team noticed that the adjusters were spending a lot of their time manually reviewing bills for duplicate charges, prior date of loss, or claims where benefits were already exhausted. These task redundancies were adding unnecessary administrative work and pulling the team's focus from more strategic, high-value work.
These challenges are common in reviewing medical bills, which make up a large portion of auto casualty claim costs, and where each bill may contain dozens of line items that must be reviewed individually.
Working closely with the carrier, our team identified some efficiency gains like routing incoming bills through CCC's mailroom, transitioning medical providers to electronic billing, and auto-processing bill types where benefits were already exhausted. These changes didn't just simplify documentation – they laid the groundwork for a more scalable, efficient claims operation.
Paving the Way for Sustainable Change
Of course, updating workflows is only half the battle. Lasting change comes when teams feel confident and supported in the transition.
That's why our process reviews also include the building blocks of effective change management: clear communication, training materials, job aids, and rollout plans that make adoption easier. When adjusters understand the why behind a change, and feel equipped to navigate it, they’re far more likely to embrace it and find renewed purpose in their work.
This is especially critical now, with nearly 25% of claims adjusters planning to retire by 2027 and the role projected to see one of the steepest net percentage declines by 2030. As institutional knowledge walks out the door, consistent processes, comprehensive solutions, and digital support tools become essential to upskilling the next generation.
Moving Forward Together
Our process reviews aren’t about sweeping overhauls or costly technology implementations. They’re about working with your teams and giving them the clarity, structure, and support to work smarter. And the best part? We provide this service to casualty carriers with no added costs, just added value.
The auto insurance industry is changing, making it worthwhile to take a moment, step back, and reassess. Because when everyone’s aligned on the process, better outcomes tend to follow: faster resolutions and a smoother experience for everyone.
Curious about what CCC's process review might uncover for your team? Reach out to the CCC Casualty team to schedule time now.
By: Erin Campbell, Associate Director, CCC Solutions & Consulting
Even the best-run claims organizations can benefit from a fresh perspective. We see it all the time – casualty adjusters pulled in multiple directions, managing regulatory shifts, reviewing complex documents, and racing to meet payment timelines. With so many demands, inefficiencies can creep in and slow things down, despite everyone’s best efforts.
That's where CCC comes in. At CCC, our experts roll up their sleeves alongside your team to conduct comprehensive process reviews, taking a close look at how your casualty workflows really operate. We bring the outside perspective, industry best practices, and practical recommendations that help you streamline, simplify, and uncover opportunities for measurable improvement – all as part of the value you receive simply by engaging with CCC.
A Collaborative Look at What's Working... and What's Not
Our process reviews start by bringing carrier leaders, front-line adjusters, and technology experts together to walk through your current casualty workflows, from intake to resolution. The goal isn’t to point fingers – it's to build a shared understanding of what's happening today and what could work better tomorrow.
Then, through a series of working sessions, we partner with you to map the end-to-end flow of tasks, uncovering pain points and highlighting where gaps exist between people, processes, and technology.
One of the most valuable outputs of these reviews is a side-by-side visual of your current process compared to a potential future-state model powered by CCC's bill review platform. This makes it easy for your leadership teams to spot inefficiencies and see how small, targeted changes – like automating a step or standardizing a review – can free up time, increase efficiencies, and improve outcomes.
Real-World Example: Finding Time in the Margins
In a recent session with a regional carrier processing first-party casualty claims, our team noticed that the adjusters were spending a lot of their time manually reviewing bills for duplicate charges, prior date of loss, or claims where benefits were already exhausted. These task redundancies were adding unnecessary administrative work and pulling the team's focus from more strategic, high-value work.
These challenges are common in reviewing medical bills, which make up a large portion of auto casualty claim costs, and where each bill may contain dozens of line items that must be reviewed individually.
Working closely with the carrier, our team identified some efficiency gains like routing incoming bills through CCC's mailroom, transitioning medical providers to electronic billing, and auto-processing bill types where benefits were already exhausted. These changes didn't just simplify documentation – they laid the groundwork for a more scalable, efficient claims operation.
Paving the Way for Sustainable Change
Of course, updating workflows is only half the battle. Lasting change comes when teams feel confident and supported in the transition.
That's why our process reviews also include the building blocks of effective change management: clear communication, training materials, job aids, and rollout plans that make adoption easier. When adjusters understand the why behind a change, and feel equipped to navigate it, they’re far more likely to embrace it and find renewed purpose in their work.
This is especially critical now, with nearly 25% of claims adjusters planning to retire by 2027 and the role projected to see one of the steepest net percentage declines by 2030. As institutional knowledge walks out the door, consistent processes, comprehensive solutions, and digital support tools become essential to upskilling the next generation.
Moving Forward Together
Our process reviews aren’t about sweeping overhauls or costly technology implementations. They’re about working with your teams and giving them the clarity, structure, and support to work smarter. And the best part? We provide this service to casualty carriers with no added costs, just added value.
The auto insurance industry is changing, making it worthwhile to take a moment, step back, and reassess. Because when everyone’s aligned on the process, better outcomes tend to follow: faster resolutions and a smoother experience for everyone.
Curious about what CCC's process review might uncover for your team? Reach out to the CCC Casualty team to schedule time now.
