BREAKING NEWS: MY AUNT SAYS MY BOOK ‘MIGHT’ BE GOOD.

Claims Performance

September 03, 2026•2 min read

I recently gave my aunt a copy of my number-one bestselling book, Claims ER.

Naturally, she wanted to show her pals that her nephew isn’t a total waste.

A few days later, she sent me this review:

“Hi son, I read your book and I didn’t understand a word. But it might be good if your in claims”

To be fair, she isn’t the target audience.

The book is written for claims leaders who want to generate more profit and reduce costs—with customer loyalty at the heart of their strategy.

Rather than relying on the usual remedies:

More targets.

Tighter SLAs.

More technology.

And pushing people to work even harder.

It explains:

• Why claims operations create their own backlogs

• How failure demand quietly consumes capacity

• Why traditional targets and SLAs can make performance worse

• How to replace fragmented task management with end-to-end ownership

• Why reducing customer effort creates loyalty

• How loyalty becomes lower cost, greater capacity and increased profit

• How one insurer reduced settlement time from 508 days to 35

• How the same redesign reduced failure demand by 61% and nearly tripled productivity

So there you have it.

It might be good—providing “your in claims.” (I kept her spelling as she wrote it. She’s 83. She’s allowed.

Did I mention that it’s a number-one bestseller? 😂

Hey, it’s Saturday. I’m allowed to have some fun.

If you’re a claims manager, pensions administration manager, or responsible for a casework system—and want to reduce backlogs, end-to-end times, and operating costs—start with our new Claims ER book. It explains how to transform complex claims and casework systems:

New book is on Amazon and is a best seller. https://amzn.eu/d/0d3beYkk

Or You can get at free copy here: https://www.loweffort.com/claimser/

If the problem is urgent, our two-day Claims Workshop will help you identify the core constraint in your operation and build a practical plan to resolve it within 90 days:

Book a call: https://www.loweffort.com/briefing/

PS if you like learning about low effort work - psychology and loyalty, you can get a more in depth understanding in my newsletter.
https://www.linkedin.com/newsletters/the-low-effort-advantage-7115709448672657409/

#claimsmanagement #claimsoperations #insurance #costreduction #profitability

#customerservice #insuranceindustry #claimsleaders #businessprocess

Stuart Corrigan|

Stuart writes about the strange psychology of customers—and the organisations that serve them. As founder of Descartes Consulting, he helps organisations increase profits and reduce costs by building customer loyalty through lower-effort experiences. During his 27-year career, Stuart worked alongside John Seddon for 20 years and served as Commercial Director of Goldratt UK. He has a degree in psychology, a postgraduate qualification in social psychology and a master’s degree in Lean Thinking.

Back to Blog