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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Crossfield TrailMcCordsville, IN Street Address
PHONE NUMBER AVAILABLEWORK HISTORYFarm Bureau InsuranceAugust 2023 to presentCurrent position as Field Casualty Representative, involved with the investigation, evaluation and settlement of property damage, first- and third-party auto claims, medical payments, bodily injury (both litigated and non-litigated), and UM/UIM claims.State Auto Insurance CompanyJanuary 1998 to July 2023 (retired)Multiple positions held:As a Quality Coach Senior, I worked with a team of 11 analysts who audited claim files for accuracy and compliance. I worked specifically with the PIP and Med Pay Units, being responsible for conducting and documenting monthly audits and specific focus audits and conducting quarterly reviews for the medical teams. These were done generally to ensure compliance with state and federal laws and guidelines and State Auto Best Practices. I worked with supervisors discussing reviews, ways to implement changes and reverse negative trends. I met with supervisors each month; met with teams as well for coaching related to trends found in monthly reviews. I also worked with new general adjusters and helped coach with the new ADT (auto estimate and total loss unit) and C&L (coverage and liability group) programs, reviewing both recorded phone calls from a customer aspect and the actual claim investigation and work done on a C&L file; prepared regular focus audits on C&L handling as well as NSS subrogation closures and recoveries, CARE Customer Service phone call audits, onboarding reviews for new associates, "scrub" reviews for particular adjusters' caseloads, and ADT reviews, among other focus areas. I also solely reviewed on a continuing basis the RMT rental program work both as a pilot program and when it was implemented. All of these reviews were devised to capture both positive work and trends and to isolate areas of opportunity, at which time the associates and managers can have coaching and input on correcting these trends. During my tenure as a Quality Coach, I also worked alongside specific adjusters, managing their caseloads, settling BI claims, working their diary and resolving claims for them (including issuing checks, releases, and forms pertinent to the claim). I was part of the C&L pilot program and ultimate implementation of that set up, conducting focus audits both in the pilot stage and continuing reviews as this program came to fruition. Utilized several auditing programs including SharePoint and Athenium, helping to develop forms for use in Athenium for State Auto; training of various casualty and auto units in Des Moines, Iowa; Indianapolis, Indiana and Austin, Texas; developed a curriculum for various aspects of claims handling and compliance and presented these at sessions for managers, supervisors and adjusters; assisted with formulating performance goals for yearly merit review for analysts; conducted and supervised special focus audits for offices, units and supervisors/adjusters. Was a member of Arbitration Forums, regularly reviewing contentions from other companies and rendering decisions on their cases.Casualty Unit Supervisor, operating with 7-10 higher level adjusters and handling personal and commercial lines. States include Indiana, Illinois, Ohio, North Carolina, Texas, Connecticut, South Carolina and Wisconsin, mainly dealing with farm, small to large value bodily injury and UM/UIM claims. Duties included reviewing files for accuracy, reserving and correct application of medical coverage; training employees, disseminating information at weekly roundtable meetings with team members; coordinating employees' continuing education and state adjuster licensing; addressing personnel issues, assembling work performance objectives and monitoring performance; development and applications of employees' performance goals and ultimate results (LEAP program); agent involvement on larger commercial claimsPIP/Med Pay Unit Supervisor, working with 7 adjusters, 4 from Columbus and 3 in Indianapolis. I was active in coordinating the efficiency and streamlining tools of medical bill submission and review with Mitchell Corporation, working with State Auto employees as well as the Mitchell liaisons. My duties in the PIP/Med Pay Unit included reviewing files for accuracy, reserving and correct application of medical coverage; training/coaching employees, disseminating information at weekly roundtable meetings with onsite and offsite employees via video conference; coordinating employees' continuing education and state adjuster licensing; addressing personnel issues, assembling work performance objectives and monitoring performance; development and applications of employees' performance goals and ultimate results (LEAP program).Auto Express Unit Supervisor, coaching 9 adjusters of varying experience levels in basic auto claims, some injury claims, and settlements of these claims. Our territory encompassed 6 states: Indiana, Illinois, Utah, Tennessee, Arizona and Virginia. Worked with district and territory managers and agents regarding service issues; monitored rental, salvage and open/close ratios on all adjusters and for overall via diary and daily/weekly reports; reserving and correct application of personal auto coverage; training employees, disseminating information at regular roundtable meetings; coordinating employees' continuing education and state adjuster licensing; addressing personnel issues, assembling work performance objectives and monitoring performance; development and applications of employees' performance goals and ultimate results (LEAP program). Worked on disciplinary actions with some employees.Casualty Unit Supervisor, coaching 8 team members in Personal Lines Casualty. Job requirements include maintaining and monitoring diary, reviewing claims, personnel matters [including performance appraisals, attendance, vacation time and salary], preparing reports, monitoring and addressing rental, salvage and auto physical damage problems and results for each adjuster. My work has involved personal auto, homeowners and farm claims in core book business and nonstandard auto; within this unit, we also handled commercial general liability claims and commercial auto claims, which I also supervised. Adjusters supervised ran a gamut of experience levels; inventories varied from 95 to 385.Experience with large loss reporting, litigation files and procedures. Experience with arbitration, specifically via Arbitration Forum and Minnesota and Kentucky specific arbitration.Casualty Unit Supervisor for the non-standard Meridian Acclaim auto line, supervising 10 adjusters and covering 12 states.Corporate Claims Trainer from November 1999 to April 2000, teaching classes on personal lines coverages, fraud investigation, claim investigation/documentation and company standards, and Unfair Claims Practices in various states. Developed a training program and curriculum for college graduates and transferring employees entitled "ClaimsTrack" as an introductory course for beginners.Senior Casualty Adjuster, handling commercial general liability, businessowners, personal auto, commercial auto, homeowners, farm claims, veterinarian claims, professional liability claims, medical and PIP claims.Casualty Adjuster from January 1998 to June 1998, promoting to Senior Casualty Adjuster, handling commercial general liability, businessowners, personal auto, commercial auto, homeowners and farm claims.In addition to this work experience, I was very active in the State Auto United Way campaigns for the Indianapolis Regional Office, heading these initiatives several years, and also being chairman of various committees and fund-raising events within the United Way campaigns. I also served on several teams with respect to new computer systems, new hardware and programs, and led instructional classes for the claims department to acquaint the adjusters with these systems and of their application and use (Exceed, Microsoft Access, Colossus, CWS, Arbitration Forum). I organized and coordinated claims department functions since my start in 1998, such as Christmas luncheons, specific celebratory and training functions within the claim department, including bonus celebrations and various program and claim handling training.ITT Hartford GroupApril 1995 to December 1997Handled of a multitude of claims including commercial and personal auto, bodily injury, general liability, property, homeowners and product liability claims; caseload of approximately 150; concentration on municipalities and public entity liability, law enforcement claims and special large accounts, including McDonalds, United Technology Corporation, and other large corporate accounts. Also investigated claims involving fraud. Worked closely with independent appraisers and defense counsel on litigated files, which comprised up to 1/3 of my caseload. Negotiation of settlements over phone and in person, including mediation.Preferred Risk Insurance CompanyMay 1993 to April 1995Position of Adjuster Ill (Field Adjuster), working a large caseload of auto, general liability, commercial liability and property claims to completion; workload also involved communication/ negotiations with attorneys, policyholders, claimants, witnesses, and interested parties and utilized research, documentation and investigative skills. Job duties also included negotiating settlements in person, scene investigations, and writing vehicle estimates using auto industry guidelines and specifications, mainly consisting of writing estimates by hand and by utilizing the MitchellMatix computer system. Also utilized time management skills on the road covering a territory consisting of the northern half of the state of Indiana. Caseload count was upwards of 253 open claims consistently. Subrogation claims also investigated and pursued; Arbitration Forum used frequently. In this position, oral and written communication skills were highly important and aided in the successful in-person negotiation of claims and settlements. Duties also included investigation of insurance fraud.Federated Mutual Insurance CompanyApril 1989 to May 1993Office claims adjuster, working on a multitude of insurance claims areas: Auto, general liability, products liability, property and homeowners; use of specialized computer system; applying insurance policy coverages to liability situations; research, documentation and investigative skills; negotiation of settlements; utilizing oral and written communication skills; maintaining caseload of 90-160 claims; clerical work.Marion County Department of Public WelfareApril 1985 to April 1989Caseworker: Duties included maintaining 140-300 cases; research and investigation of families and possible fraud; interviewing both by phone and in person and documenting findings; applying state and federal guidelines for AFDC/Food Stamp/Medicaid programs and eligibility; accounting of budgets for AFDC recipients; counseling of domestic and familial problems pertaining to children on program; utilizing resources within the community to provide services to needy recipients. Voted "Caseworker of the Year, 1988."PERSONALI am a motivated, detail-oriented person who can train, mentor and work with any type of personality. I am highly organized, efficient and succinct in my oral and written communications. I do not shy away from challenges and work through problems to find a solution that benefits my team. I am active in a leadership role in my home community and within the Indianapolis community and with various United Way agencies via my employment through State Auto.EDUCATION HISTORYIndiana UniversityBachelor of Science degree,Majors in English, Journalism and Education (secondary education, grades 9-12)*Held adjuster licenses in North Carolina, Texas, South Carolina, Kentucky and Connecticut*Certified to serve on Arbitration Forums panel for submitted claim disputes |
