• Appraisers for automobile physical
damage and property damage claims,
or for property claims
• Defense attorneys for any type of claim.
Moving from autopilot to
becoming the pilot
The pilot is very important, but the pilot
does not do everything to fly a plane. He
or she relies on airplane manufacturers,
pilot training schools and courses, mechanics, baggage handlers, flight attendants, fuel specialists, and a wide variety
of others to provide successful flights for
customers. The pilot is responsible for
gathering these skill sets for a successful
Using the previous questions, the third
column in Figure 2 (see following page)
now provides examples of a program
where the company is actively involved
and acting like the pilot.
These pilot responses illustrate the
hands-on involvement of the com-
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QUESTION COMPANY’S RESPONSES
1. When did you select your TPA? They have been our TPA for 6+ years
and we haven’t gone through another
selection process since then.
2. What are the special service
instructions you have with this
TPA? How did you negotiate
how they were going to manage
claims for your company?
The instructions are all included in the
contract. This is the standard contract.
They know more about claims than
we do, so we are relying on them
to manage our claims properly.
3. When does the TPA’s adjuster
come to you for authority?
The instructions are all included in
the contract, OR They can settle at
any figure. They are the experts, not
us, OR They come to us for authority
only on cases over $100,000.
4. What reports do they provide? They are described in the contract.
I think they provide them monthly.
Some may be quarterly.
5. Have you asked for other reports? No, the ones in the contract are fine.