The second of a two-part series on improving the insurance claim process is presented. Risk managers need to focus on four important areas with regard to property claims: people, information, process and technology. The first key to an improved claims process is establishing the right claims team. Defining the issues and recognizing where problems may arise allows risk managers to manage proactively. The third necessity for risk managers is controlling the claims process. This includes establishing an adjustment schedule and agreeing to a set of deadlines for exchanging particular information. Technology can greatly enhance the claims process. There is no perfect solution to handling difficult claims in today's environment. Experience, patience, and the ability to learn from the past and understand the adjuster's perspective on the issues will empower policyholders, allowing them and their companies to create a greatly improved process for claims settlement.