P&C and health insurance claims operations often report strong First Contact Resolution while structural margin leakage compounds through repeat contacts, adjuster escalation bounces, and dispatch revisits that never surface in standard dashboards.
Adjusters close claims as resolved, but 15-25% generate a second site visit within 14 days. Each revisit costs $180-$400 in direct dispatch expense plus the hidden cost of reprocessing the claim.
Policyholders call back within 7 days for status, supplementals, or unresolved coverage questions. These repeats are logged as new contacts, hiding the true resolution cost.
Claims escalated to senior adjusters or desk supervisors and bounced back without resolution. Each bounce averages $22-40 in handling cost and 2-3 days of cycle time.
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