A.C.E. Survey

The following survey will review the elements of the A.C.E – the Adjuster Career Evaluation. This is the tool we use to evaluate adjusters. The survey will include questions regarding the efficacy of both the content of the A.C.E and the process.
Name: 


A red asterisk (*) indicates required questions.

The A.C.E. review currently looks at static factors pulled from internal measures. We would like your thoughts on the effectiveness of these scores in evaluating your adjusters.

Select 1 to include the KPI in the A.C.E. or 2 to exclude.*

        1 2      
  Initial Action (did the adjuster meet client first contact measures)  Include  Exclude  
  Reserves (accuracy of reserving)  Include  Exclude  
  Reports (Quality of report: informative, non-repetitive, includes all current information)  Include  Exclude  
  Fees (billing practices)  Include  Exclude  
  Coverage (proper documentation of coverage, cause of loss)  Include  Exclude  
  File Management (timelines: reporting, requests)  Include  Exclude  
  Client Communication (responsiveness, communication, knowledge transfer)  Include  Exclude  
  Abeyance (late reporting – score set at 95%)  Include  Exclude  
  Production (based on targets set at the branch level)  Include  Exclude  


Are there any additional measures we should include that will make the A.C.E. review more effective?


The A.C.E. review encourages the manager to look more tacit behavioral factors. There are two professional contact components. Are these still relevant today?

Select 1 for Relevant and 2 for Not Relevant.*

        1 2      
  Conducts themselves in a professional manner at all times  Relevant Not Relevant  
  Follows management direction in a timely manner  Relevant Not Relevant  
  Respectful of all aspects of the work environment  Relevant Not Relevant  
  Maintained all continuing education and licensing obligations  Relevant Not Relevant  
  Adjuster meets with clients  Relevant Not Relevant  
  Represents ClaimsPro at industry functions  Relevant Not Relevant  
  Errors and Omissions (Yes / No)  Relevant Not Relevant  


Are there any additional conduct elements we should include that will make the A.C.E. review more effective?


The Adjuster Career Evaluation promotes a transparent dialogue between management and the adjuster. We have included an option to discuss the adjuster’s career path.

Select 1 for Relevant and 2 for Not Relevant.
*

        1 2      
  Select a role within the organization you’d like to learn more about  Relevant Not Relevant  
  Indicate areas that you’d like to develop further: coaching, communication, training, large loss, FIC etc.  Relevant Not Relevant  
  Document how ClaimsPro/SCM can support you in achieving your career goals  Relevant Not Relevant  
  Is the adjuster willing to relocate?  Relevant Not Relevant  


The review begins with the adjuster first doing a self-evaluation, after which the manager is involved and the two discuss. Does this process make sense? *
Yes
No


Our OPRS reviews are completed at a specific time every year. The A.C.E. evaluations are completed on the adjusters’ anniversary date. We set it up this way to not overload some branch managers with dozens of reviews. Is this still the best way to complete these? *
Yes
No


Do you have any additional thoughts that will make the A.C.E. review more effective?




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