The project’s charter was to facilitate a task force charged with determining the “best way” for claims information necessary for legal defense of policyholders to be communicated between claims and legal, including whether files should be created. The primary contacts for this engagement were the client’s Assistant Chief Counsel and a Vice President.
Within the scope was what should trigger attorney involvement in a claim, which tasks should be performed, who should perform specific tasks, at which point they should be performed, how much time should be allowed for litigation file make up (if one is to be made), and how the litigation file should be constructed. The analysis involved twenty-three Field Offices and Legal Offices.
The task force used statistical sampling to determine the frequency of predetermined problems associated with current practices. Task force members observed the work to determine the time required to perform identified necessary tasks. The task force interviewed scores of client employees and representatives of law firms, other insurance companies, and the court system. The task force developed, distributed, and analyzed surveys to establish work force perceptions. Brainstorming techniques unveiled specific triggering events for employees to use as indicators of the need for or desirability of legal counsel.