After hearing about the recent death of Val Kilmer, I paid homage by watching one of his best performances as Doc Holliday in one of the best westerns ever made, Tombstone. That decision, as most decisions we make in choosing online content do, put me in the algorithm to start seeing Wyatt Earp content. One of the memes that popped onto my feed was a quote by the legend that said: “Fast is fine, but accuracy is final. You must learn to be slow in a hurry.” Wyatt may have been talking about gunfights, but the principle also applies to claims handling. In an industry where everyone is measured by how quickly they can respond, inspect, and close, it’s easy to forget that speed alone doesn’t solve problems. Accuracy and care are just as important in the equation.
Claims handlers in today’s property claims environment are under the gun (figuratively, of course). Insurers want cycle times down. All stakeholders on the claim expect regular updates. Policyholders want someone who can understand their predicament, communicate and set expectations effectively, and maybe get their roof fixed while they’re at it.
So yes, speed matters, but it’s not the only component of a successful outcome. Accuracy prevents files from reopening, prevents negative reviews, and builds lasting trust.
Speed is Good, but Steady Wins
There’s a difference between being efficient and being rushed. Good adjusters strike the balance between moving quickly while still taking the time to ask the right questions, listen, document clearly, and set expectations for a stressed-out policyholder who has more important things to worry about than metrics.
A few extra minutes spent listening to the insured, double-checking a scope, or leveraging technology to ensure compliance can save hours of clean-up down the road, not to mention avoiding unnecessary disputes or supplements.
Accuracy Doesn’t Happen by Accident
Handling a claim right requires more than just experience, it takes practice, structure, and a culture that values precision as much as responsiveness. We should train best practices in accuracy, communication, and empathy as part of our workflows so adjusters can move quickly and confidently.
Excellent training programs include Investment in initial and ongoing field and desk training, Adoption of technology that augments the process, allows adjusters to focus on customer service, and reinforces a culture of efficiency and accountability.
When firms prioritize thoroughness and clarity, it shows. Stakeholders notice, and clients come back.
People First, Always
Focusing on compliance checklists and timelines is easy, but customer experience matters just as much. For many insureds, a claim is one of the most stressful financial events they’ll go through. Several studies have shown that an adjuster’s attitude, approach, and communication skills trump timeliness when it comes time to review their experience after a claim. Taking the time to explain the process, answer questions, or show empathy doesn’t slow things down; it makes the entire process smoother.
Being “slow in a hurry” means making time for what matters, not wasting time on what doesn’t.
Final Word
Wyatt Earp lived long enough to have movies and cool Internet memes made about him because he understood that taking an extra heartbeat to zero in on his target would help him survive the day. Today’s claim slingers that follow the same concepts will always be in high demand.
Speed may get all the attention. But accuracy and care earns loyalty and respect.
