The Handler Carousel: 19+ Case Handlers Across the Cases
7/10The Handler Carousel (EN)
What Is the Handler Carousel?
When an insurance case changes handler, the new handler starts without the full case history. The more changes, the more information is lost. The result is that the consumer must explain their case from scratch — again and again — to people who don't know the backstory.
In the Claimant's cases with Gjensidige, handler changes were so frequent that they appear as a pattern rather than coincidence.
The Numbers
| Case | Handlers | Damage Type |
|---|---|---|
| Case 1 (Electrical) | 3 | Title insurance |
| Case 2 (Moisture/Roof) | 8 | Title insurance |
| Case 3 (Foundation) | 3 | Title insurance |
| Case 4 (Asbestos) | Multiple | Title insurance |
| Case 5 (Basement floor) | 3 | Title insurance |
| Total | 19+ | Same property |
Case 2 set the record: 8 different case handlers for a single title insurance case about moisture and roof holes. With so many changes of handler, it is difficult to ensure that the full history follows the case.
The Consequence for Case Handling
Handler rotation has concrete consequences:
1. Rejections with the same wording: Cases 1 and 2 were rejected with the same wording: "we have only considered the financial claim." When the wording recurs across cases — despite different damage types and circumstances — it may, in my assessment, indicate a template rather than an individual assessment.
2. Loss of context: In Case 2, the assessor simply recommended "closing the hole in the ceiling" — without investigating the water damage behind it. A similar description appears in Case 1. It does not appear that the inspections were followed up across changes of handler.
3. Many changes of responsibility: When a case changes hands many times, it is difficult to maintain a coherent handling. Each handler sees only part of the process.
Cross-Pattern Effect
Frequent changes of handler can amplify other issues:
- Fragmentation (Cases 3-6): no single handling process brought all four cases together
- The long processing time in Case 4 (229 days to decision — approx. 178 of them without notice) was possible because responsibility changed hands along the way
- Inspections (Cases 1 and 2): it does not appear that they were followed up across changes of handler
What Good Insurance Practice Requires
Bekendtgørelse nr. 1557 af 6. december 2024 om god skik for forsikringsdistributører § 4 provides that an insurance distributor must "handle redeligt og loyalt" — act honestly and fairly — towards its customers. In my assessment, continuity — that the person making the decision knows the case history — is part of handling cases honestly and fairly.
With so many changes of handler, it is, in my assessment, difficult to ensure consistent and proper handling.
The Pattern
19+ case handlers across the cases about the same property. Recurring phrasings across cases. Many changes of handler along the way.
Whatever the reason, many changes of handler make it difficult to maintain an overview of the cases.