How claims really get decided.
Where claims leak, how liability really gets decided, and what decision-ready looks like in practice — written for the people who work the file, not the ones who buy the software.
The judgment crisis: what happens when experience walks out the door
A large share of the claims workforce is near retirement, and the judgment they built over decades is leaving with them — most of it never written down. Here is what that really costs, and what actually fixes it.
Tiago BrígidoReadThe hidden cost of claims: the industry captured everything but the why
The industry has spent billions capturing claims data. Almost none of it captures the one thing that decides cost: why a decision was made. That reasoning lives in the adjuster’s head and a two-line note — the most valuable data in the claim, and the data nobody records.
Tiago Brígido7 min read ReadWill AI replace adjusters? The people actually doing the job say no
The AI-in-claims debate is loud and mostly held by people who don’t work claims. Ask the adjusters and the answer is a more useful no — and the real risk turns out to be augmentation used as an excuse to pile more work on fewer people.
Tiago Brígido7 min read ReadThe $18/hr adjuster problem: why claims is becoming a disappearing profession
Entry pay now competes with fast food while inventories climb and the profession shrinks. Treated as a pure cost center, the claims desk is losing the people whose judgment keeps loss ratios in check.
Tiago Brígido6 min read ReadThe claims industry is eating its young
New adjusters arrive to workloads that leave no room to learn, mentored by veterans who are too buried to teach. The training model assumes judgment forms on the job — but the job no longer has the slack for it.
Tiago Brígido6 min read ReadMore we're writing about
Where claims leak
The 5–10% every book pays that it never argued about — how it hides in a dozen small calls, and how you measure it before you fix it.
ReadHow liability actually gets decided
What separates a guess from a defensible split: the rule it rests on, a confidence on the judgment, and the precedent on your own book.
ReadThe chase, done right
Meeting the claimant on their channel, chasing what’s missing without dropping the thread, and landing a file that’s ready to decide.
ReadWant these when they land?
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