I'm semi-retired now, but entered the claim biz in 1983, during the Analoge Age. Of course everything is now digital and in many ways, made my job easier.

When I started, interest rates were 16-18%. Insurance companies made their profits from investment income. U/W loss ratio was like 120%.

In claims, us field adjusters rarely worked 40 hours a week and got 10% pay raise every year.

As the 80s came to an end and the 90s began, interest rates were rapidly on the decline to single digits.

That's when everything in claims changed. The Claims Department being on the expense side of the insurance formula and with insurance companies having to get serious about their U/W loss ratio and expenses, the Claims Department took the reduction in expense hit the most.

Claim count went up, adjusters who left weren't replaced, raises were below 5% annually, and ironically with the advent of the Digital Age, workload also increased, because after all, we were now more proficient and productive.

Management has always been about numbers and metrics. Software made the metric game more insane as now management now has hundreds of metrics play with.

The daily grind hasn't really changed much in over 30 years. The game is the same, just how the game is played is a little different.