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Norfolk Southern Railway recently opened an office in Norfolk, Va., to centralize property-damage claim processing.


Office employees will process all claims estimated at or less than $10,000 and handle phone inquiries when a field agent is unavailable.


"[The office] enhances our ability to handle claims expediently while allowing our field personnel to devote more time to the investigation, management and resolution of Federal Employer Liability Act claims and outside personal injury claims," said Bob Wells, NS assistant general manager of casualty claims, in the Class I's May newsletter.


Office employees also will shadow veteran claim agents as part of their on-the-job training to "help prepare them for possible promotion and relocation to a field office," said Wells.