Process beats the paste

Kasparov’s Law is an observation from advanced chess: a less-skilled person using a computer and a strong process can outperform a stronger person using the computer badly. The point is not that the tool is unimportant. It is that results depend on the tool, the person using it, and the method that connects them.

A process is a repeatable sequence of steps with roles and checks. At Harborline, it might specify who prepares the draft, what evidence the reviewer must open, which conditions require a second review, and who may approve a denial. A prompt produces text. It does not define any of those controls.

For Yara’s desk, a workable process could be: use the software to assemble the file summary; compare the summary with the photo and original records; correct or reject unsupported language; send straightforward cases with Yara’s name; and escalate files involving safety evidence, missing records, or uncertainty. The steps make review faster because they focus attention where it is needed.

Process design also protects skill. Junior staff need to learn why a claim is approved or denied, not only how to accept a suggested sentence. A family needs a clear reason and a person who can answer questions. Faster turnaround matters, but it is not the only measure of a sound claims desk.

Software can also generate an unexpected suggestion. The next page considers how to evaluate one without mistaking novelty for a decision.