The Hidden Cost of Underwriting: Why Underwriter Productivity Metrics Must Measure Shadow Work

 



In the American insurance market, executives obsess over combined ratios, loss cost trends, rate adequacy, and customer retention. Underwriting leadership reviews dashboards filled with submission-to-bind ratios, quote turnaround times, and premium growth targets. Yet one of the most consequential drivers of performance rarely appears on any report: the hidden operational friction embedded in daily underwriting work.

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