Kevin Tawil

And given our place in the industry, we were able just to

do that in spades for these carriers and become a real important strategic partner with them.

We've had a few of those.

I certainly remember the claim system failing.

That almost brought us down.

I think we were down for two weeks in doing things manually.

In the early days, particularly in a concentrated industry, a few bad moves can derail the entire system.

As a manager, you want to be taking risk out of the system wherever you can.

The claim system problem, that was just self-inflicted.

That was...

We made the classic mistake of moving from an old system to a new system without the ability to fall back if things didn't go well.

It was as basic as that.

And the new system didn't work.

Everything went to manual for about two weeks.

It was all hands on deck.

Every manager, every person in the organization.

How did you guys personally deal with that?

In the call center, helping people literally on the phones, taking claims.

Everybody knew what to do.

Certainly, there was making sure that the IT system was getting worked on in the background.