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What's the ONE WAY you can improve your speed and therefore cycle time?
Okay, so you've probably heard for years that if you want to be good at your work, you have to multitask. You might have even seen it on an insurance job posting or two. "Excellent multitasking ability required."
In my experience training adjusters and handling my own claims, if you want to be fast and have solid, low-error files, you have to STOP multitasking.
CLICK HERE for the 2009 Stanford study showing that people who think they’re great at multitasking are actually terrible at it.
CLICK HERE for video from that same report.
But Matt! With all of the dozens of tasks we have to do in a claim, HOW do I get it all done?
I have the answer...
I call it singletasking. The simplest definition is that you just focus on one thing until it's done. Then start the next thing - without distraction. It is the opposite of multitasking.
Here are NINE ways you can speed up your cycle time using Singletasking...
Here are 9 fast ways you can speed up your cycle time and reduce time-consuming errors by using SINGLETASKING in your claims workflow..
Turn off the TV, internet, talk radio and ANYTHING else that requires you to be an active listener/viewer while you're working on your claims.
Turn off your PHONE while you're writing estimates or doing admin work - set office hours for yourself and let it go to voicemail - just LET IT GO
Do not check email while you're working on a claim - same thing.
Batch your work - what does that mean? Here's an example:
If you're going to sit down and take care of phone calls, do it all in one go
Check voicemail first and write down your messages - all in one go
Then start making calls - again, all in one go. If you've got new claims to contact and voicemails to return, just stack them up and start at the top - work your way down until you're done. Do NOT answer the phone while you're doing this. Batch without distraction!
Same thing with email - if you're trying to get to a zero inbox, you'll never get there if you're also answering the phone or checking ESPN - COMMENT BELOW IF YOU'VE EVER ACHIEVED ZERO INBOX at work!
Same thing with estimates - if you're working on a claim file, work through the estimate in a sensible order and don't stop until there's nothing left you can do - if you're waiting on an ITEL report or a CAD, then get everything else done in the file you can. Then put it in your pending folder until those reports come through
Same thing with scoping - if you're on a field inspection, let calls go to voicemail - with the possible exception of your manager OR somebody you've been playing phone tag with for a week.
The key with BATCHING is that you're only doing one thing at a time to completion.
Put your DND sign on your hotel room door - housekeeping or adjuster buddies are notorious for disrupting workflow if you're in your hotel room working. Hey, it's happy hour somewhere, right?
If you close on site, like I do, go to your car and write it up. If you hang around inside the insured's house while you write your estimate, sure you'll get to chat the insured up and work on your customer service score BUT it'll take you much longer to write it up AND you'll have more errors. Not only that, but if the insured isn't that chatty it can be awkward to sit there in their kitchen working on their claim while they're fixing breakfast for their kids.
What do you think? Can you do multiple tasks at once and get more done? Or do you think that focusing on one thing at a time will make you more productive? Let us know in the comments!