Colossus

Allstate Claims – McKinsey & Co. documents Allstate tried to keep secret

Redesigning Claims Core Processes – McKinsey Perspective on Claims Core Process Redesign

It has been alleged that these changes have been used to systematically reduce payments on legitimate claims.
Judge for yourself!

Colossus Documents
	Title	Page
	Redesigning Claims Core Processes -- Discussion with Claims Management	C000000001
	Segmentation Approach -- CCPR Task Force Meeting	C000000028
	Segmentation Approach -- CCPR Task Force Meeting	C000000040
	No Title	C000000064
	No Title	C000000066
	Claim Process Redesign Team -- Officer Insurance Education	C000000080
	No Title	C000000089
	No Title	C000000101
	Key Near-Term Decisions -- Claims Performance Initiative Subteam Meeting	C000000102
	Redesigning Claims Core Processes -- Discussion with Claims Management	C000000109
	Integrated Approach to Customer Segments Sub-Team Charter	C000000138
	No Title	C000000160
	Change Team Performance Initiative Subteam	C000000165
	Claims Performance Improvement Team	C000000190
	No Title	C000000202
	Claim Core Process Redesign Task Force Agenda	C000000207
	No Title	C000000248
	No Title	C000000256
	Claim Core Process Redesign	C000000271
	Claim Core Process Redesign Task Force Agenda	C000000293
	No Title	C000000305
	Claim Core Process Redesign	C000000311
	Claim Core Process Redesign	C000000351
	Redesign Phases -- Taskforce Kickoff	C000000369
	Introductions/Relationships Set Up	C000000392
	Claim Core Process Redesign -- Processes Analyzed by Survey Questionnaire	C000000398
	No Title	C000000410
	No Title	C000000419
	No Title	C000000426
	Field Survey Team Overview	C000000429
	Not Title	C000000449
	Redesigning Claims Core Processes -- Discussion with Claims Management	C000000456
	Field Survey Team Overview	C000000483
PDF No C000000490
	Title	Page
	No Title	C000000490
	No Title	C000000513
	Claim Core Process Redesign -- Creating a Change Ready Environment	C000000526
	No Title	C000000545
	No Title	C000000546
	Agenda -- Problem Solving Meeting	C000000547
	Agenda -- Problem Solving Meeting	C000000552
	PP&C Update -- Claim Core Process Redesign	C000000557
	No Title	C000000582
	PP&C Update -- Claim Core Process Redesign	C000000618
	PP&C Update -- Claim Core Process Redesign	C000000630
	PP&C Update -- Recommended 1994 Performance Priorities	C000000647
	Claim Core Process Redesign Subteam Update -- Discussion Document	C000000684
	Claim Core Process Redesign Subteam Update -- Discussion Document	C000000750
	Claim Core Process Redesign Subteam Update -- Discussion Document	C000000818
	Claim Core Process Redesign Subteam Update -- Discussion Document	C000000872
	No Title	C000000926
	No Title	C000000927
	No Title	C000000932
	No Title	C000000936
	No Title	C000000938
	No Title	C000000942
PDF No C000000943
	Title	Page
	Claim Core Process Redesign -- Change Team Update	C000000943
	Claim Core Process Redesign -- Change Team Update	C000001036
	Claim Core Process Redesign -- Change Team Update	C000001081
	TCM Advisory Council -- Claim Core Process Redesign Meeting	C000001126
	TCM Advisory Council -- Claim Core Process Redesign Meeting	C000001142
	TCM Advisory Council -- Claim Core Process Redesign Meeting	C000001165
	Claim Core Process Redesign --PP&C Officers' Meeting	C000001214
	Claim Core Process Redesign -- Task Force Fact Pack	C000001243
	Claim Core Process Redesign -- Task Force Fact Pack	C000001265
	No Title	C000001287
	No Title	C000001294
	No Title	C000001301
	No Title	C000001315
	No Title	C000001316
	Segmentation Approach -- CCPR Task Force Meeting	C000001317
	No Title	C000001328
	Claim Core Process Redesign -- Task Force Fact Pack	C000001341
	No Title	C000001363
	Claim Core Process Redesign -- Task Force Fact Pack	C000001376
	No Title	C000001398
	No Title	C000001410
	Claims Core Process Redesign -- Change Team Update	C000001422
	Claim Core Process Redesign -- Claim Management Conference	C000001439
	No Title	C000001514
	No Title	C000001516
	Claims Core Process Redesign -- Change Team Update	C000001532
	Claims Core Process Redesign -- Change Team Update	C000001549
	No Title	C000001566
	Claim Core Process Redesign -- Subteam Update	C000001571
	No Title	C000001689
	Claim Core Process Redesign: Subteam Update	C000001690
	No Title	C000001808
	Claims Core Process Redesign -- Change Team Update	C000001814
	No Title	C000001831
	No Title	C000001843
PDF No C000001439
	Title	Page
	Claim Core Process Redesign -- Claim Management Conference	C000001439
	No Title	C000001514
	No Title	C000001516
	Claims Core Process Redesign -- Change Team Update	C000001532
	Claims Core Process Redesign -- Change Team Update	C000001549
	No Title	C000001566
	Claim Core Process Redesign -- Subteam Update	C000001571
	No Title	C000001689
	Claim Core Process Redesign: Subteam Update	C000001690
	No Title	C000001808
	Claims Core Process Redesign -- Change Team Update	C000001814
	No Title	C000001831
	No Title	C000001843
PDF No C000001967
	Title	Page
	Debrief Week Objectives and Schedule -- Claim Core Process Redesign Debrief	C000001967
	Overview -- Claim Core Process Redesign Debrief	C000001975
	Overview -- Claim Core Process Redesign Debrief	C000001985
	Overview -- Claim Core Process Redesign Debrief	C000001995
	Summary of Findings -- Claim Core Process Redesign Debrief	C000002005
	Survey Outcomes by Process Step -- Presentation During Debrief Weeks	C000002061
	Survey Outcomes by Process Step -- Presentation During Debrief Weeks	C000002104
	Summary of Findings -- Claim Core Process Redesign Debrief	C000002147
	Survey Outcomes by Process Step -- Presentation During Debrief Weeks	C000002203
	CCPR -- Field Survey Team -- Debrief Weeks	C000002246
	Overview -- Claim Core Process Redesign Debrief	C000002260
	Survey Outcomes by Process Step -- Presentation During Debrief Weeks	C000002270
	Segmentations of Claims -- Debrief Week	C000002313
	Understanding the Impact of Attorney Involvement in Resolving Claims -- Debrief Discussions	C000002335
	Summary of Findings in PIP/Med Pay -- Core Process Redesign Debrief	C000002372
	Template for Breakout Sessions -- Process Design by Segments: CCPR Debrief	C000002392
	Survey Outcomes by Process Step -- Presentation During Debrief Weeks	C000002400
	Appendix -- Segmentation Breakout Session: CCPR Debrief	C000002443
	Segmentation of Claims -- Debrief Week	C000002451
PDF No C000002472
	Title	Page
	Summary of Findings in PIP/Med Pay -- Core Process Redesign Debrief	C000002472
	Understanding the Impact of Attorney Involvement in Resolving Claims -- Debrief Discussion	C000002492
	Process Step Break-out Groups -- CCPR Break-out Groups	C000002528
	Template for breakout Sessions: Process Design by Segments -- CCPR Debrief	C000002536
	Appendix -- Breakout Session -- Process Design by Segments CCPR Debrief	C000002544
	Survey Outcomes by File Segments -- Debrief Week	C000002553
	Overview of Competitor Practices -- Claim Core Process Redesign Debrief Week	C000002587
	Developing MCO Organization Approaches -- Debrief Discussion	C000002601
	Developing MCO Organization Approaches -- Debrief Discussion	C000002649
	Preliminary Results from BI Claimant Research -- Core Process Redesign Effort	C000002697
	Test Options and Approaches Session -- CCPR Debrief	C000002713
	Wrap up of Debrief Discussions	C000002719
	Wrap up of Debrief Discussions	C000002732
	Wrap up of Debrief Discussions	C000002745
	No Title	C000002759
	Template for Breakout Sessions: Process Design by Segments -- CCPR Debrief	C000002774
	Developing MCO Organization Approaches -- Debrief Discussion	C000002782
	Preliminary Results from BI Claimant Research -- Core Process Redesign Effort	C000002830
	Wrap up of Debrief Discussions	C000002846
	Preliminary Results from BI Claimant Research -- Core Process Redesign Effort	C000002859
	Wrap up of Debrief Discussions	C000002875
	Test Options and Approaches Session -- CCPR Debrief	C000002889
	Preliminary Results from BI Claimant Research -- Core Process Redesign Effort	C000002895
	Test Options and Approaches Session -- CCPR Debrief	C000002911
	Subrogation Opportunities -- Core Process Redesign Effort	C000002917
	PP&C Update -- Casualty Core Process Redesign Team	C000002927
	Wrap up of Debrief Discussions	C000002946
	PP&C Update -- Claim Core Process Redesign Team	C000002960
PDF No C000002979
	Title	Page
	No Title	C000002979
	Claim Core Process Redesign -- Claim Management Conference	C000003084
	Claim Core Process Redesign -- Claim Management Conference	C000003144
	Claim Core Process Redesign -- Claim Management Conference	C000003221
	Claim Core Process Redesign -- Subteam Update	C000003323
	Claim Core Process Redesign -- Subteam Update	C000003386
PDF No C000003449
	Title	Page
	Claim Core Process Redesign -- Subteam Update	C000003449
	Claim Core Process Redesign Update -- Change Team	C000003512
	Claim Core Process Redesign Update -- Claim Department Communication Meeting	C000003568
	Claim Core Process Redesign Update -- Claim Department Communication Meeting	C000003642
	Claim Core Process Redesign Update -- Claim Department Communication Meeting	C000003716
	Claim Core Process Redesign --Subteam Update	C000003789
	Claim Core Process Redesign Update -- Change Team	C000003852
	Claim Core Process Redesign Update -- Change Team	C000003908
PDF No C000003965
	Title	Page
	Claim Core Process Redesign Update -- Claim Department Communication Meeting	C000003965
	Claim Core Process Redesign Update -- Claim Department Communication Meeting	C000004039
	Claim Core Process Redesign -- Claim Management Advisory Council	C000004112
	Claim Core Process Redesign -- Claim Management Advisory Council	C000004193
	No Title	C000004216
	No Title	C000004217
	Claim Core Process Redesign -- Claim Management Advisory Council	C000004219
	Claim Core Process Redesign -- Claim Management Advisory Council	C000004301
	No Title	C000004382
	No Title	C000004383
PDF No C000004466
	Title	Page
	Claim Core Process Redesign Update -- Discussion with Jerry Choate	C000004466
	Preparing for Local Market/Regional Tests -- Claim Core Process Redesign -- Change Team Update	C000004489
	Preparing for Local Market/Regional Tests -- Claim Core Process Redesign -- Change Team Update	C000004513
	Preparing for Local Market/Regional Tests -- Claim Core Process Redesign -- Change Team Update	C000004537
	Claim Core Process Redesign -- Leaders Forum	C000004585
	Claim Core Process Redesign Update -- Overview for Horsham Casualty Claim Representatives	C000004616
	Testing Targeted Process Step Ideas -- Claim Core Process Redesign -- Subteam update	C000004673
	Testing Targeted Process Step Ideas -- Subteam Update	C000004726
	Testing Targeted Process Step Ideas -- Claim Core Process Redesign -- Subteam Update	C000004776
	Testing Targeted Process Step Ideas -- Claim Core Process Redesign -- Subteam Update	C000004829
	Testing Targeted Process Step Ideas -- Claim Core Process Redesign -- Subteam Update	C000004889
	Claim Core Process Redesign -- Tech Cor Communication Meeting	C000004939
PDF No C000004971
	Title	Page
	Claim Core Process Redesign -- Tech Cor Communication Meeting	C000004971
	Claim Core Process Redesign -- Tech Cor Communication Meeting	C000004995
	Implementing Targeted Ideas -- Preliminary Discussion Material	C000005027
	Creating a New Tool for Evaluation -- The 1098	C000005039
	No Title	C000005058
	Implementing Targeted Ideas -- Preliminary Discussion Material	C000005059
	Creating a New Tool for Evaluation -- The 1098	C000005071
	No Title	C000005085
	Testing Casualty Claims Solutions -- Claim Core Process Redesign: Discussion with Subteam	C000005090
	Testing Casualty Claims Solutions -- Claim Core Process Redesign: Discussion with Subteam	C000005127
	Claim Core Process Redesign and CSCs	C000005164
	Testing Casualty Claims Solutions -- Claim Core Process Redesign: Discussion with Change Team	C000005191
	Update on Targeted Tests -- Team meeting	C000005221
	Testing Casualty Claims Solutions -- Claim Core Process Redesign -- Discussion with Change Team	C000005283
	Update on Targeted Tests -- Team Meeting	C000005313
	Launching the Horsham Integrated Test -- Horsham Test Kickoff Meeting	C000005375
	Integrated Test Issues -- Claim Core Process Redesign -- Discussion with Horsham Redesign Team	C000005393
	No Title	C000005405
	No Title	C000005409
	Developing a Claims Core Process Redesign Change Program -- Initial Discussion Draft	C000005422
	Developing a Claims Core Process Redesign Change Program -- Initial Discussion Draft	C000005443
PDF No C000005464
	Title	Page
	No Title	C000005464
	No Title	C000005485
	No Title	C000005491
	No Title	C000005518
	Targeted Process Step Idea Tests -- Team Meeting -- Status Update	C000005545
	Targeted Process Step Idea Tests -- Team Meeting -- Status Update	C000005557
	Testing Casualty Claims Solutions -- Claim Core Process Redesign: Discussion with Change Team	C000005569
	Testing Casualty Claims Solutions -- Claim core Process Redesign: Discussion with Change Team	C000005594
	Testing Casualty Claims Solutions -- Claim Core Process Redesign: Discussion with Change Team	C000005619
	Claim Service Center -- CCPR Enhancement Effort -- Claim Core Process Redesign: Discussion Document	C000005644
	CCPR Team Meeting: Update on Integrated Tests	C000005654
	Communication Update: Team Meeting	C000005702
	CCPR Team Meeting Update on Integrated Tests	C000005746
	Targeted Team Update -- Team Meeting	C000005794
	Targeted Team Update -- Team Meeting	C000005816
	CCPR Team Meeting -- Update on Integrated Tests	C000005838
	CCPR Team Meeting -- Update on Integrated Tests	C000005873
	Update on Claim Core Process Redesign	C000005909
	Update on Claim Core Process Redesign	C000005937
PDF No C000005954
	Title	Page
	Update on Claim Core Process Redesign	C000005954
	Horsham/CCPR Test -- Conversion to Entire MCO	C000005986
	Developing a Claims Core Process Redesign Change Program -- Discussion with Senior Management	C000006000
	Developing a Claims Core Process Redesign Change Program -- Discussion with Senior Management	C000006018
	Claim Core Process Redesign Update -- Discussion with Claims Subteam and RVP Advisory Council	C000006036
	Claim Core Process Redesign Update -- Discussion with Claims Subteam and RVP Advisory Council	C000006091
	Claim Core Process Redesign Update -- Discussion with Claims Subteam and RVP Advisory Council	C000006146
	PP&C Update -- Claim Core Process Redesign Team	C000006201
	PP&C Update -- Claim Core Process Redesign Team	C000006217
	No Title	C000006232
	PP&C Update -- Claim Core Process Redesign Team	C000006250
	No Title	C000006265
	PP&C Update -- Claim Core Process Redesign Team	C000006284
	PP&C Update -- Claim Core Process Redesign Team	C000006299
	Redesigning the Litigation Management Process to Enhance Allstate's Competitive Position	C000006315
	No Title	C000006354
	CCPR Measurements and Processes -- Team Meeting Update	C000006355
	Claim Core Process Redesign Update -- CCPR Task Force Team Meeting	C000006372
	No Title	C000006389
	CCPR Measurements and Processes -- Team Meeting Update	C000006390
	Claim Core Process Redesign Update -- CCPR Task Force Team Meeting	C000006407
	Claim Core Process Redesign -- Agent Advisory Meeting -- Houston Region	C000006424
PDF No C000006452
	Title	Page
	Claim Core Process Redesign -- Agent Advisory Meeting -- Houston Region	C000006452
	Claim Core Process Redesign -- Agent Advisory Meeting -- Houston Region	C000006477
	Claim Core Process Redesign Update -- Discussion with Change Team	C000006530
	No Title	C000006566
	No Title	C000006615
	No Title	C000006663
	No Title	C000006711
	No Title	C000006712
	No Title	C000006713
	CCPR	C000006714
	CCPR	C000006735
	Claim Core Process Redesign Update -- Senior Management Team Meeting	C000006757
	Claim Core Process Redesign Update -- Senior Management Team Meeting	C000006773
	Claim Core Process Redesign Update -- Senior Management Team Meeting	C000006789
	CCPR Implementation Program -- CCPR Task Force Team Meeting	C000006836
	CCPR Implementation Program -- CCPR Task Force Team Meeting	C000006852
	CCPR Implementation Program -- CCPR Task Force Team Meeting	C000006868
	CCPR Implementation Program -- CCPR Task Force Team Meeting	C000006884
	No Title	C000006900
PDF No C000006958
	Title	Page
	Claim Core Process Redesign Update -- PP&C Officers Meeting	C000006958
	Claim Core Process Redesign Update -- PP&C Officers Meeting	C000006984
	Claim Core Process Redesign Update -- PP&C Officers Meeting	C000007014
	Claim Core Process Redesign Update -- PP&C Officers Meeting	C000007033
	Claim Core Process Redesign Update -- PP&C Officers Meeting	C000007052
	Claim Core Process Redesign Update -- PP&C Officers Meeting	C000007083
	Claim Core Process Redesign Update -- PP&C Officers Meeting	C000007125
	Crafting the Approach to Unrepresented Claim Handling	C000007153
	Unrepresented Claim Handling "Report Back"	C000007175
	Communication as Change Tool -- CCPR Debrief	C000007185
	CCPR Test Debrief	C000007190
	Crafting the Approach to Unrepresented Claim Handling	C000007226
	Implementation Plan	C000007248
	Implementation Plan	C000007264
	CCPR Test Debrief	C000007280
	No Title	C000007294
	Unrepresented Claim Handling "Report Back"	C000007296
	Developing a New UM Approach -- Debrief Discussion	C000007306
	Unrepresented Claim Handling "Report Back"	C000007314
	Communication as Change Tool -- CCPR Debrief	C000007324
	Summary of Evaluation -- Debrief Discussion	C000007329
	No Title	C000007336
	Capturing the Value of Claims Core Process Redesign Processes -- Moving Toward National Implementation and Expanding the Solution Development Focus: Change Team Meeting	C000007383
PDF No C000007432
	Title	Page
	Capturing the Value of Claims Core Process Redesign Processes -- Moving Toward National Implementation and Expanding the Solution Development Focus -- Change Team Meeting	C000007432
	Claim Core Process Redesign Update -- Managing Attorney Conference	C000007480
	Claim Core Process Redesign Update -- Managing Attorney Conference	C000007500
	Claim Core Process Redesign Update -- Managing Attorney Conference	C000007520
	Claim Core Process Redesign Update -- Managing Attorney Conference	C000007540
	Capturing the Value of Claims Core Process Redesign Processes -- Moving Toward National Implementation and Expanding the Solution Development Focus: Claim Management Advisory Council	C000007560
	Claim Core Process Redesign	C000007608
	PP&C Update -- Claim Core Process Redesign	C000007648
	Claim Core Process Redesign Update -- Meeting with Bob Gary	C000007684
	Claim Core Process Redesign Update -- Meeting with Bob Gary	C000007701
	No Title	C000007714
	No Title	C000007791
	Claim Core Process Redesign Update -- Indemnity Territorial Managers Conference	C000007823
	Claim Core Process Redesign Update -- Indemnity Territorial Managers Conference	C000007853
	Claim Core Process Redesign Update -- Indemnity Territorial Managers Conference	C000007883
	Claim Core Process Redesign Update -- Indemnity Territorial Managers Conference	C000007915
PDF No C000007931
	Title	Page
	Claim Core Process Redesign Update -- Indemnity Territorial Managers Conference	C000007931
	Claim Core Process Redesign Update -- Indemnity Territorial Managers Conference	C000007947
	Claim Core Process Redesign Update -- Indemnity Territorial Managers Conference	C000007977
	Update on the BI Implementation Effort and Ongoing Design Initiatives -- Discussion with Claims Subteam	C000008015
	Claim Core Process Redesign -- Claim Management Conference	C000008075
	Claim Core Process Redesign -- Claim Management Conference	C000008152
	Update on CCPR Implementation And Problem Solving Initiatives -- Discussion with Edward M. Liddy	C000008227
	Update On CCPR Implementation Effort	C000008238
	Slides -- Claim Department Communication Meeting	C000008247
	CCPR Update Casualty Implementation -- Claim Department Communication Meeting	C000008266
	Slides -- Claim Department Communication Meeting	C000008275
	Slides -- Claim Department Communication Meeting	C000008294
	CCPR Update -- Field Action Support Team	C000008313
PDF No C000008341
	Title	Page
	CCPR Update -- Auto Design Team	C000008341
	Update on CCPR Results	C000008426
	No Title	C000008443
	No Title	C000008473
	No Title	C000008480
	Update on CCPR Implementation Effort	C000008490
	Update on SIU Design and Test -- Clearing the Bar Meeting	C000008499
	Capturing the Opportunity in PIP/Med Pay -- Clearing the Bar Meeting	C000008516
	Achieving Outstanding Litigation Results -- Clearing the Bar Meeting	C000008525
	Update on CCPR BI Results -- Capturing the Opportunity Through National Implementation and Managing Ongoing Performance -- Clearing the Bar Meeting	C000008557
	Capturing the Opportunity in PIP/Med Pay -- Clearing the Bar Meeting	C000008592
	Achieving Outstanding Litigation Results	C000008601
	Claim Core Process Redesign -- Leaders Forum	C000008615
	Claim Core Process Redesign -- Leaders Forum	C000008646
	No Title	C000008677
	Claim Core Process Redesign -- Leaders Forum	C000008696
PDF No C000008845
	Title	Page
	Claim Core Process Redesign -- Leaders Forum	C000008845
	Claim Core Process Redesign -- Leaders Forum	C000008876
	CCPR Update -- Field Action Support Team	C000008907
	CCPR Update -- Field Action Support Team	C000008938
	CCPR Update -- Field Action Support Team	C000008969
	CCPR Update -- Field Action Support Team	C000009000
	Slides -- CCPR Update -- Field Action Support Team	C000009031
	CCPR Update -- Field Action Support Team	C000009095
	CCPR Update -- Field Action Support Team	C000009125
	CCPR Implementation Follow-up Approach	C000009156
	CCPR Post-Implementation Follow-up -- Discussion Document	C000009173
	Claim Core Process Redesign -- Chicago Metro	C000009188
	Claim Core Process Redesign -- Chicago Metro	C000009208
	Claim Core Process Redesign -- Chicago Metro	C000009228
	Update on SIU Design and Test	C000009248
	Claim Core Process Redesign Update -- Claim Management Advisory Council	C000009294
	Achieving Outstanding Litigation Results -- CMAC Conference	C000009316
PDF No C000009343
	Title	Page
	Draft Achieving Outstanding Litigation Results - CMAC Conference	C000009343
	CCPR Implementation Follow-up Approach	C000009369
	Update on SIU Design and Test	C000009381
	Capturing the Opportunity in PIP/Med Pay -- CMAC meeting	C000009427
	No Title	C000009442
	No Title	C000009465
	Claim Core Process Redesign and CSCs	C000009490
	Claim Core Process Redesign and CSCs	C000009517
	Claim Service Center -- CCPR Enhancement Effort -- Claim Core Process Redesign: Discussion documents	C000009544
	Claim Core Process Redesign -- Transition Management	C000009554
	Achieving Outstanding Litigation Results -- Kickoff presentation	C000009586
	Achieving Outstanding Litigation Results -- Kickoff Presentation	C000009647
	Update on CCPR Initiatives -- SMT Meeting	C000009708
	Update on CCPR Initiatives -- SMT Meeting	C000009724
	Update on CCPR Initiatives -- SMT Meeting	C000009742
	Update on CCPR Initiatives -- SMT Meeting	C000009806
	P-CCSO Leadership Conference	C000009820
PDF No C000009828
	Title	Page
	Update on CCPR Initiatives -- Claim Service Manager Conference	C000009828
	CSM Conference	C000009872
	CSM Conference	C000009914
	Update on CCPR Initiatives -- Allcorp Board Meeting	C000009965
	Review of CCPR Results Through July 1995	C000009977
	Achieving Outstanding Litigation -- Kickoff presentation	C000010011
	Staff Counsel Strategy and Managing Attorney Role -- Managing attorney conference	C000010080
	Addressing the "Burning Issues" in Casualty CCPR -- CSM Conference	C000010095
	Update on CCPR Initiatives -- Clearing the Bar Meeting	C000010108
	Update on CCPR Initiatives -- Clearing the Bar Meeting	C000010114
	Update on CCPR Initiatives -- Clearing the Bar Meeting	C000010120
	Update on CCPR Initiatives -- Clearing the Bar Meeting	C000010126
	Update on Test of CPMS - Front Line --Discussion Document	C000010138
	CCPR Customer Loyalty -- Clearing the Bar Meeting	C000010150
	CCPR Customer Loyalty -- Clearing the Bar Meeting	C000010157
	CCPR Customer Loyalty -- Clearing the Bar Meeting	C000010171
	CCPR Update -- Pricing	C000010178
	CCPR Update -- Pricing	C000010193
	CCPR Update -- Pricing	C000010210
	No Title	C000010241
	CCPR Update -- Claim Process Specialist Meeting	C000010257
	CCPR Update -- Claim Process Specialist Meeting	C000010265
	Claims Performance Management System for CSMs, MCMs, and CPSs -- Implementation materials for CSM training	C000010281
PDF No C000010321
	Title	Page
	Claims Performance Management System for CSMs, MCMs, and CPSs -- Implementation Materials for CSM Training	C000010321
	Appendix - A: MCM/CPS Training Material	C000010443
	Claims Performance Management System for CSMs, MCMs, and CPSs -- Implementation Materials for CSM Training	C000010512
	P-CCSO Field Performance Management 1996 Priorities	C000010552
	No Title	C000010560
	No Title	C000010564
	No Title	C000010566
	No Title	C000010569
	CCPR Wave II Casualty Implementation	C000010572
	No Title	C000010596
	No Title	C000010598
	No Title	C000010599
	No Title	C000010600
	No Title	C000010601
	Casualty Claim Core Process Redesign Phase II -- Represented Unit -- CPS Conferences	C000010602
	No Title	C000010696
	Designing a New Strategies Steering Committee -- Discussion Document	C000010697
	No Title	C000010729
	No Title	C000010730
	No Title	C000010731
	No Title	C000010732
	No Title	C000010738
	No Title	C000010742
	No Title	C000010749
	No Title	C000010758
	Unrepresented Segment Training	C000010759
PDF No C000010836
	Title	Page
	Continuing Unrepresented Training -- The Closing Process -- Trainer's Guide	C000010836
	Achieving Success in Claims Management -- Review with Senior Management	C000010930
	Claim Core Process Redesign Update -- Discussion with Jerry Choate	C000010947
	No Title	C000010970
	Casualty Claim Core Process Redesign for CSC	C000011028
	Preliminary Results from BI Claimant Research -- Core Process Redesign Effort	C000011089
	No Title	C000011105
	Addressing the Burning Issues in Casualty CCPR -- CSM Conference	C000011109
	No Title	C000011122
	Unrepresented Segment Training	C000011162
	Unrepresented Role Plays	C000011225
	No Title	C000011239
PDF No C000011240
	Title	Page
	CCPR Implementation Training Manual	C000011240
	Unrepresented Role Plays	C000012072
	No Title	C000012099
	No Title	C000012103
	No Title	C000012106
	No Title	C000012107
	No Title	C000012109
	No Title	C000012111
	No Title	C000012115
	No Title	C000012116
	No Title	C000012121
	No Title	C000012122
	No Title	C000012123
	No Title	C000012124
	CCPR Field Survey Team -- Debrief Week	C000012125
	Claim Core Process Redesign Update -- Change Team	C000012517
	Testing of Low Investment/High-Impact Ideas -- Kick-off meetings	C000012602
	Preparing for Local Market Tests -- Claim Core Process Redesign: Discussion with Bill Gruner and Cathy Lazaroff	C000012658
	CCPR Integrated Test - Horsham -- Litigation Workshop	C000012673
	Update on Claim Core Process Redesign	C000012694
	SIU/Fraud Update -- Latest Version of "The Answer" -- Team Meeting	C000012701
	CCPR SIU Closed File Survey -- Debrief and workshop	C000012710
PDF No C000012730
	Title	Page
	Finding From the Houston File Survey	C000012730
	Selecting An Evaluation Approach For Countrywide Implementation -- Debrief Breakout Session	C000012760
	Development a New Approach for Handling Groups of Represented Claimants -- Debrief -- Breakout Sessions	C000012804
	HR Implications of the CCPR Change Process -- Debrief discussions	C000012822
	Goals and Measurements -- CCPR Debrief Session	C000012830
	Developing a New UM/UIM Approach -- Debrief Breakout Session	C000012862
	No Title	C000012882
	Capturing the Full Opportunity In Claims -- Addressing Performance Challenges --Discussion outline	C000012885
	Capturing the Full Opportunity In Claims -- Addressing Performance Challenges --Discussion Outline	C000012908