Settlement of claims is considered a challenging task in an insurance organization. Settle all the claims. Enjoy legitimate pride in doing a good job. And there should not be a single claim left out. When one hundred per cent of the claims outstanding are settled, organization is really proud
of this achievement. When I moved to the claims department, I thought of settling all the claims outstanding. That was taken as a personal challenge. Nobody thought it possible to be done. But I thought it could be done. In the beginning, it appeared a formidable task. Since I took up the work only towards the beginning of the last quarter of the year, it seemed almost an impossibility.But the work was taken up with the right spirit. It was a difficult job. But I received help from all. I wanted to complete the job. My aim was to settle all claims outstanding.
There were many difficulties. The majority of the claimants returned papers with their signatures. And so we were happy to settle the claim and send claim cheques to them. But we had worry about claims that remained to be settled.
Days passed by. Even though there was good progress, we had about a hundred claims to be settled. Then with renewed efforts, we settled more claims. It was a game of numbers. I remembered every single claim that remained unsettled.
On getting information that a particular claimant was available at a particular address to which he moved recently, we rushed to his place. To our dismay we were told that he had left to a foreign destination the same day morning. He would reach a particular airport in the evening. We made arrangements to contact him at the airport and get the papers signed authorizing his wife to receive the claim amount on his behalf.
There was a thrill in doing all this. But the excitement and pleasure in doing such a work and making it a success did not last long. At the end of the month, we found, one claim remained to be settled. Even that claim we were sure to settle. But we required the help at higher levels. At least we thought, the branch head would be able to help us in the matter. We rushed to his cabin. Explained the whole situation. Briefed him of the efforts made so far. And requested him for his support and help to complete the job and make our mission a success.
Branch head surprised us all. He was not willing to do anything in the matter. He said there is only one claim to be settled. Let that claim remain unsettled.
Reason : He knew, efforts were being initiated by others to settle all the claims and he was doubtful whether he would get the credit for the same.
.....
Since then many years have passed by. But all these years I have wondered why I could not settle that 'one' claim !
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