The first tweak Frye made was to change his company’s product: the reports that result from a claim investigation. “Since I had a busy reader, we redesigned how the reports would read,” he said. Frye eschews the common “wall of words” approach for one that utilizes graphs, white space and color to increase readability. He also increased the quality of the reports—while a claim adjuster would traditionally self-edit, Frye employs claims managers who proofread and correct every report before it goes out. 

Frye also has some unique motivational tools at his disposal. To ensure timeliness, he awards a $35 bonus for cases handled within eight workdays. He estimates that 80 percent of his staff receives these bonuses. On top of that, employees have a monthly opportunity to submit a 50-word essay on how they wowed a customer. Frye then picks the top three and gives out a total of $1000 in bonuses.

In addition to a unique product and a motivated work force, Frye Claims boasts an efficient business model. All of the firm’s processing, for instance, is centralized to reduce costs. Staff motivation is also key; when Frye started the company, he invested in hiring experienced self-starters who wouldn’t require micromanaging.

Frye explains that although many clients are trying to cut expenses, his services are essential—there’s no getting around the fact that many claims require thorough investigation. “So we try to be very competitive price-wise so we’re their best opportunity to control an expense that they really need,” he said.


For more information, please visit: www.fryeclaims.com