Now think of the crisis from the other side - the insurance handler. The actuaries may have constructed a perfectly well-rounded risk model that accounts for hub-specific baggage mishandling, regional weather conditions and a clear mathematical calculation between involuntary disruptions and voluntary alterations. And the expectations that these parameters will be seamlessly applied on the ground. However, this model only holds true if front-line handlers follow the precise procedures and protocols intended by the design.
In the chaos of high-volume procession, the front-line handler hurriedly scans through their fragmented policy base, misinterprets the nuances in the exhaustive policy and incorrectly disperses the claim. The result? Inconsistent ruling, frustrated customer experience and potential re-claims that drag for months - all because the finer details described by the actuary were not correctly interpreted by the handler.
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