Claims has ALWAYS been difficult and they have ALWAYS played number games....especially in Auto Claims. Way back in the late 80's I was an Auto PD rep in a major city's central service center. Our official numbers were an active inventory of 80 claims. The reality was I would get over 40 new assigned claims every Monday, and my active inventory was over 400. These were paper files that had to be physically located for every call, conversation, or bill review. But my Superintendent decided we could make the numbers look better by coding the first draft on every claim as a (-1)....meaning the claim had been closed. So a draft would be issued to order a police report, and the claim was officially closed. The weeks and months of handling after that were not part of my official inventory, and everything was coded (-3) as a supplemental payment.
Back then, as an unmarried auto claim rep, I loved going on CAT duty as an "Auto Assist" claim rep. We got some fire claims training and would be sent all over to work 12 hours a day, with only every third Sunday off. But it got me away from all the angry phone calls so I loved it. At that time, Fire Claims was a cakewalk. Most Fire CAT supervisors would request all Auto Assist staffing. While the Fire Claim Reps were back at the hotel pool by noon, we gladly worked 12 hour days and did paperwork in the hotel room for 4 more hours just to escape the phone calls back home.
Claims is inherently hard. People are angry at you, and you have literally never had the time to properly take care of them all. Today's methods are different, but the results are similar.