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5 Added Benefits �鶹tv��Ƭ’s Carrier Outsourcing Teams Bring to the Table

Shannon Watkins — Fri, 26 Apr 2024 19:55:58 +0000

Claims are becoming increasingly complex in nature, and recent years have seen a spike in claims volume. Natural catastrophes, a global pandemic, supply chain disruptions, and an increasingly interconnected world have all compounded to make claims management that much more complex for carriers.

Having the appropriate resources available to monitor and address claims isn’t as simple as it once was. Setting up a claims management team is one approach, but sometimes carriers are not able to internally manage the volume or types of claims coming in.

That is why carriers will make the important decision to outsource claims, which allows carriers to focus on their business needs and creating profitable books of business through their underwriting practices. When choosing a partner in such an endeavor, carriers should review what needs they are looking to meet.

“Carriers focused on loss adjustment expense or seeking to go from a fixed-cost model into a variable-cost model, can engage a Carrier Outsourcing Team to help oversee their program and staff it accordingly,” said Russ Ashley, Senior Vice President of �鶹tv��Ƭ’s Carrier Outsourcing division. “They might even be looking for an added expertise on claims,” he continued. “A company might lack the knowledge needed for certain subsets of claims, and outsourcing to a partner brings in an additional layer of intellectual capital to help adjudicate those claims.”

Claims outsourcing can also benefit carriers spread across multiple jurisdictions. Not every state has the same regulatory environment, so having a partner that can handle claims in multiple jurisdictions is an essential value to any claims process.

Here are several key strengths a carrier outsourcing partner can offer carriers that choose to outsource claims and how �鶹tv��Ƭ is looking to lead the charge.

1. Onboarding
The decision to outsource claims requires a lot of thought and preparation. Carriers are placing fiduciary responsibility in their claims partners, and so in order to begin that process, they will want to ensure that the Carrier Outsourcing Team’s business aligns with its own and is prepared to seamlessly onboard them as new clients. Ashley said, “The Carrier Outsourcing partner that a carrier selects has to be able to seamlessly bring the carrier and its clients on board. They need to be equipped to take on the carrier’s claims environment and act as an extension of the carrier’s brand.”

The first few weeks and even months of starting any new partnership are critical in establishing expectations and detailing the goals for both the carrier and their partner. Having well-organized and comprehensive onboarding process will set up a partnership for long-term success well before the first notice of loss.

“A well-vetted onboarding process is key to not only win the business but also keep and retain the business,” said John Ketch, Senior Vice President of Business Development at �鶹tv��Ƭ. “Your carrier outsourcing partner should ask the right questions and meticulously walk the customer through the process so that when the first loss comes in, both parties know exactly what the positive outcome is going to be.”

For the �鶹tv��Ƭ team, it’s imperative that clients know their claims are in good hands from the start. �鶹tv��Ƭ’s Carrier Outsourcing team, along with key stakeholders for the program, is responsible for onboarding once an agreement is met with a new customer. Each program is then assigned a dedicated team to oversee their program’s needs.

Additionally, �鶹tv��Ƭ has made a concerted effort to onboard customers in such a way that leaves them feeling confident. The program examiners act as an extension of the carrier’s team when managing a claim, providing a white-glove service that enables the carrier’s client to feel like they are part of a single, seamless process. “We’ve designed our strategy around being able to jump into the process, acting as our carrier partners, so that their clients never miss a beat,” Ashley explained.

2. Variable-Cost Solution
Claims can be a fickle thing. Carriers will never know precisely when a first loss might come in or when their Policies-in-Force (PIF) might be impacted in a significant way. One month a carrier may have an influx of 100 claims, while the next month they may only see 25. That can lead to an idle insurance carrier’s claims department and unnecessary staffing costs.

By outsourcing, carriers can take this fixed-cost model, where the carrier is tied to staffing a whole office that’s addressing claims volume as it comes in, to a variable-cost model, in which that same carrier can take some of that uncertainty out of its claims environment and share it with a Carrier Outsourcing Team. “It puts the stress of handling the claims volume onto the Carrier Outsourcing Team,” Ketch said. It also provides a cost savings since the carrier only pays for services rendered which allows the carrier to outsource the planning, hiring, flex, and scale onto the Carrier Outsourcing Team and off of the carrier’s claims team.

3. Expertise
Having a general understanding of claims is of vital importance, but when it comes to understanding the nuances of challenging and complex claims, a Carrier Outsourcing Team should be able to offer its partners an even deeper breadth of knowledge on various claim types. “While two claims may look similar or have elements that overlap, each claim must be addressed with a trained eye, because no two claims are exactly alike,” said Ketch.

An expert examiner will know how to manage each claim’s complexities. They will know how to read the policy, understand any endorsements, and investigate a claim when needed. That assessment allows the examiner to connect the correct experts to the situation and arrive at a solution “quickly, promptly and as professionally as possible,” Ketch said, all while properly adjusting the loss.

For �鶹tv��Ƭ, this idea of having experts with experience on the case is an essential function of the team. With three property units and one general liability unit, �鶹tv��Ƭ is committed to furthering the professional development of its examiners to provide carriers with the skills needed to handle claims. “A good Carrier Outsourcing Team partner should continually train their team on new regulations and support outside educational resources for its examiners,” said Ashley.

�鶹tv��Ƭ has developed �鶹tv��Ƭ University (EMU), a program designed to provide continued education and training to its examiners and adjusters. The training provided by EMU allows team members to hone their technical and communication skills needed to manage claims. “We also have a robust mentorship program where our examiners can be mentored into higher roles and gain additional skills and expertise,” Ashley added.

All this continuous education is given with the goal of bolstering carriers’ confidence in the team they’ve entrusted with their claims. However, the expertise doesn’t have to end with the examiners; partnering with a skilled Carrier Outsourcing Team also means carriers have access to a wealth of knowledge from the claims handlers themselves. “We offer customized training to our customers, as well,” Ketch said. “We have presented to underwriting departments on various claim-related topics and the implications that arise if there is a loss.”

4. Technology
In the traditional claims adjusting world, an adjuster would be called upon to physically examine a site in the event a loss has occurred. The process would include conducting a boots-on-the-ground assessment, followed by a review of the assessment which could be lengthy based on the complexity of the claim.

But today, the length of the claim cycle is changing — all thanks to technology. Claimants can provide video capture, 3D-modeled imaging, and pictures of damages, through their computers or smartphones, and upload them to their designated examiner in seconds. These pictures and video collaboration provide examiners with the real-time data they need to properly adjudicate a claim right from their desk. “That instantaneous recording and being on-site virtually has dramatically reduced the cycle time of claims,” Ashley said. “The adjustment can be handled in a matter of days versus weeks.”

Partnering with a Carrier Outsourcing Team that utilizes such technology can go a long way in reducing the length of a claim for the carrier, as well as instill confidence in the carrier’s clients that their claims are being reviewed promptly and efficiently.

5. Natural Catastrophe Insights
In the event of a storm or fire, claims tend to spike in the aftermath, especially for carriers servicing clients in multiple states affected by the same natural catastrophe. A well-trained Carrier Outsourcing Team partner will be able to provide surge capacity by utilizing internal and field resources to respond to policyholders’ needs.

Depending on where an event takes place, �鶹tv��Ƭ is prepared to provide services and support to their clients during their time of need. �鶹tv��Ƭ is equipped to adjudicate claims right from their desks to keep the claim moving through the process.

“We’re familiar with our clients’ expectations from day one, because our onboarding process enables us to fully understand what it is they want out of our partnership” Ashley said. “We know what the volume looks like, and when a massive event like a hurricane brings in more claims, we’re able to continue that high-quality adjustment in a peak claim environment,” he explained.

The Hard Market’s Impact
In addition to offering carriers a unique set of claims management opportunities, Carrier Outsourcing Teams are also poised for some growth opportunities themselves. The hard market cycle has brought about an increase in sales opportunities for Carrier Outsourcing Teams.
“There’s an increase in interest from traditional insurance players to write in the excess and surplus lines space,” said Ketch.

The creation of captives is also on the rise, with Fortune 1000 entities looking to invest in self-insured retentions (SIRS). Such trends are giving Carrier Outsourcing Teams a space to step up and create even more value for their customer base.

That’s partially because Fortune 1000 entities aren’t looking to be experts in claims or claims management; their core competencies are outside of insurance, instead focused on what they are producing, manufacturing or marketing. They want creative solutions to manage their claims inside of these retentions and are looking to their Carrier Outsourcing Team partner to provide the claims expertise and resources they need to succeed.

Carrier Outsourcing Teams are in the exciting position to innovate as more clients seek their services. “With the way the market is hardening, and with companies seeking this added claim expertise, there’s going to be a good number of opportunities for Carrier Outsourcing Teams like us to step in and assist with the claims adjudication process,” Ashely said.

Knowing You’re in the Right Hands
When it comes to entrusting their business with a partner that understands the nuances of the insurance claims world, carriers want to know their Carrier Outsourcing Team aligns with their goals and can bring added value to the claims process.

Part of choosing the right partner comes down to knowing if that Carrier Outsourcing Team is keeping up with changing times and is adept to the claims environment. Insurance carrier claims leaders have seen a heightened need for such a partner.

In addition to staying on top of claims trends, �鶹tv��Ƭ has also worked hard to provide the expertise and infrastructure needed to effectively serve as a standalone claims solution or to complement existing operations. Examiner teams are led by �鶹tv��Ƭ leaders with 15 to 30 years of property and casualty claims experience, and each examiner has anywhere from 5 to 30 years-experience. �鶹tv��Ƭ is dedicated to an unmatched level of quality and service.

If you would like more information about how �鶹tv��Ƭ can support your Carrier Outsourcing needs, contact info@englemartin.com.

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Three Trends Fueling a Steady Increase in Specialty Machinery and Equipment Claims

Shannon Watkins — Fri, 12 Apr 2024 19:34:03 +0000

If you’re responsible for protecting specialty equipment and machinery, you know it’s among the largest- capital investments for a business. Whether in use on job sites or being stored, unexpected damages can be overwhelming and extremely costly. These claims require a rapid response and an experienced adjuster that understands the nuances of heavy machinery and equipment losses.

The heavy equipment used in construction and demolition projects are significant investments for owners and lessees of equipment.

Recently, difficulty replacing damaged units, the cost and availability of replacement parts, and an increase in equipment theft are driving a steady increase in claims according to �鶹tv��Ƭ’s Executive General Adjuster, Brian Stout.

1) Uptick in Repairing Equipment
“We are seeing an uptick of equipment owners opting to repair damaged equipment as opposed to replacing them,” explains Stout. Replacement parts can save customers time, money, and prolong the equipment’s longevity. “Now, more than ever, it has been quite difficult to find both new and used equipment. Based on the cost of new equipment, it is extremely cost prohibitive for a lot of customers as an option.”

The difficulties that we have seen with our customers trying to repair damaged equipment is associated with the turnaround time for a particular part which could take months on end to be delivered. Without that part, our customer, and their business, is unable to operate a unit that generates rental expense from $10,000 – $30,000 per month.”

The global pandemic coupled with shipping prices, labor issues, and increased pricing for materials has exacerbated the issue even after the world has started to normalize.

2) Increased Costs are Leading to Underinsured Equipment
The steady increase in replacement costs has created an entirely new set of issues for insureds and insurers. According to Stout, equipment owners or lessees are finding themselves underinsured due to the fluctuation in equipment costs. “For example, a client may have purchased a machine three years ago, but when compared to damaged equipment with the same unit today – it might be worth more now than when it was purchased three years ago.”

Stout continues, “traditionally, you may have felt safe insuring an $80,000 piece of equipment at $65,000, especially if there is the standard 80% coinsurance requirement. Today, in that scenario, it would be difficult to not only replace your equipment for the original purchase price of $80,000.00, but a major loss may result in not only being out of coinsurance compliance but being out thousands to replace your equipment due to appreciation. It’s important for owners and risk managers to understand the values of their equipment and verify that they are insured properly.”

3) Business is on the Line with Stolen Equipment
The dynamics of rising repair and replacement costs have become even more complex when the claim involves theft of equipment. With substantial monthly revenue impacted by the loss, businesses may fail if the claim cannot be resolved quickly. “Managing these claims as quickly as possible leads to a good resolution ensuring that the company is back to business as usual,” explains Stout. “If we can nail a claim within 30 ot 60 days on rented or stolen equipment, that’s a successful outcome!”

“My Focus as an adjuster is to be as accurate, timely, and operate each claim with the utmost of professionalism. At �鶹tv��Ƭ, those are just a few of our core guiding principles.”

Our Experts Make All the Difference
�鶹tv��Ƭ’s Specialty Marine & Transportation (SM&T) group are experts in the unique exposures related to inland marine and transportation claims. Our SM&T adjusters average 25 years’ experience in managing claims in this sector. SM&T provides coverage analysis, agreed appraisal, and confirmed valuation services with a focus on quality, prompt response, and attention to detail.

If you would like more information about how �鶹tv��Ƭ can support your Specialty Marine & Transportation needs, contact info@englemartin.com.

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Our National Casualty Practice (NCP) Group has the expertise and flexibility to manage a wide range of casualty claims.

Shannon Watkins — Wed, 27 Mar 2024 20:38:21 +0000

�鶹tv��Ƭ’s National Casualty Practice (NCP) Group is an elite group of adjusters with the expertise and flexibility to manage a wide range of casualty claims, regardless of size or complexity. Recognizing that every claim is different, our casualty adjusters leverage deep experience and extensive training to thoroughly investigate, evaluate, and negotiate casualty claims to achieve a fair resolution, protecting the client’s best interest and limiting potential exposure.

Our team has the depth and breadth of knowledge to support you in key areas of losses, including commercial premises liability, negligent security, contractor liability, construction defect, environmental, homeowner liability, liquor liability, long-term care facilities, mediations, and litigations and arbitrations.

�鶹tv��Ƭ’s NCP Group includes practitioners with every level of experience needed to quickly, fairly, and efficiently resolve your claims:

Casualty Adjuster
Senior Casualty Adjuster
Casualty General Adjuster
Executive Casualty General Adjuster

�鶹tv��Ƭ provides industry leading, relationship-based support in these key areas:

Construction and Builder’s Risk –
Large-scale construction projects result in challenging claims that require a high level of expertise due to the matrix of insurance placements, multiple stakeholders, and engineering expertise combined with the financial implications of construction delays. �鶹tv��Ƭ is prepared to work with you on a broad set of projects, including casinos, civil infrastructure, entertainment/theme parks, habitational projects, hi-tech manufacturing, home builders, hospitals/medical treatment facilities, mining facilities, petrochemical plants, power generation facilities, schools and universities, and wind/solar farm projects.

Commercial Auto �鶹tv��Ƭ –
Our team understands the importance of prompt responses, conducting complex investigations, and preserving vital evidence to thoroughly evaluate and negotiate transportation claims to achieve the most equitable resolution.

Environmental Adjusting �鶹tv��Ƭ –
From man-made chemicals and toxic materials used to create consumer products to indoor air quality issues affecting the habitational sector, �鶹tv��Ƭ’s OSHA Certified Environmental Specialists are ready to successfully manage man-made and natural environmental risks.

Litigation & Mediation �鶹tv��Ƭ –
When a formal process of mediation is mandated, you can enlist �鶹tv��Ƭ’s highly qualified adjusters who have specialized expertise in representing clients during alternative dispute resolution proceedings. Our adjusters have appeared in more than 10,000 proceedings to help clients reach a fair and mutually acceptable agreements working with counsel to control time and effectively manage costs.

Long-term Care Adjusting �鶹tv��Ƭ –
�鶹tv��Ƭ recognizes the many challenges facing long-term care facilities, nursing homes, assisted living facilities, and CCRCs caused by surging demand for services. Our team establishes strong relationships with all parties to navigate the claims process with urgency and sensitivity, creating true partnerships with our clients so they can focus on providing the utmost care to their patients and residents.

Worker’s Compensation Field Investigation –
Workers Compensation scams involve simple and complex schemes that often require substantial experience and training to properly identify the warning signs of fraud. �鶹tv��Ƭ adjusters have a track record of well-managed and cost-effective investigations, in-depth knowledge of applicable statutes and regulations, and proper resources for a successful investigation.

�鶹tv��Ƭ National Casualty Practice Group Value Added �鶹tv��Ƭ
In addition to the practice areas described above, �鶹tv��Ƭ also brings the same level of experience and dedication to these areas of specialization:

Premises Liability

Building code research
Claimant background/ criminal search
Witness canvas

Liquor Liability

Certification/establishment
Background search
Create timeline of events
Canvas scene/ neighboring bars/video

Negligent Security

Police records of prior crimes background search
Surveillance videos
Scene investigation/lighting/ signage/proper locks/gates

Workers Compensation

Comprehensive background search
Secure records
Identify potential subrogation

Homeowner Liability

Scene investigations
Insured & claimant history search
Identify defense tendering opportunities

Product Liability

Product research prior to date of sale
History of subject product
Property damage/bodily injury investigation

Professional Liability

Insured carrier history
Personal injury investigation (libel or slander)
Prior claim history

If you would like more information about how �鶹tv��Ƭ can support your needs, contact Laura Huffman, Vice President of Casualty Operations at lhuffman@englemartin.com or info@englemartin.com.

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In Their Own Words – Celebrating Women’s History Month with Gagan Tucker

Maria Blalock — Wed, 27 Mar 2024 14:41:03 +0000

As Women’s History Month draws to a close, �鶹tv��Ƭ’s Women’s Empowerment Network (WEN) proudly presents the concluding installment of this year’s team member spotlight series. Throughout March, we have honored the exceptional women who embody our organization’s core values of care, respect, and compassion. Join us in celebrating their invaluable contributions as we wrap up this special tribute.

Reflect with us on the profound resonance of this year’s Women’s History Month theme: “Women Who Advocate for Equity, Diversity, and Inclusion.” It aligns with our core values, and we’re honored to spotlight the exceptional women who embody these ideals. At �鶹tv��Ƭ, our WEN team resource group remains steadfast in our commitment to fostering the growth and development of our team members, both in their professional and personal capacities. Through WEN, our primary objective is to cultivate a supportive community that encourages growth, collaboration, and the breaking of traditional gender barriers.

Join us in welcoming Gagan Tucker, Senior Project Manager and Scrum Master, as the final featured team member in our series. Get ready to be uplifted and motivated as we delve into Gagan’s distinctive journey, gaining invaluable insights from her wealth of experiences.

What is your role at �鶹tv��Ƭ? And how long have you been with the organization?

Currently, I serve as the Senior Project Manager and Scrum Master for the Innovation Team. I joined �鶹tv��Ƭ in May 2019 as a Project Manager. I have had the privilege of expanding my career as we expanded the Innovation Team from two teams to seven, spanning across Engineering, Infrastructure & Security, and Customer Support. In summary, I have been the enthusiastic orchestrator of the innovation symphony for a while now. It’s more than just a job; it’s my front-row ticket to the excitement of bringing ideas to life.

What is the most important piece of advice you have been given?

I was born in India, and my grandmother wished for a grandson when my parents had me. Boy, was I a surprise for her (pun intended)! My parents named me Gagan, which means ‘sky’ in Hindi. Growing up, they instilled in me the belief that the ‘sky is the limit’ and ‘you can achieve anything you put your heart to.’ This has always stuck with me. I believe that every day is a blessing and an opportunity to put my best foot forward and aim for the infinite and endless opportunities life has to offer. Trusting myself, embracing my quirks, working hard, learning, adapting, and pursuing my dreams without any fear has become my daily mantra.

Have you faced any barriers in your career due to being a woman? If so, how did you overcome them?

I feel blessed that, in my current role, I have not encountered any barriers in my career. I wholeheartedly believe that it is very supportive and encouraging of women. I grew up with the mindset that I can achieve anything I set my mind to. I have never been afraid to put in the hard work and perseverance required to get the job done. One of my mentors once said, ‘you have a seat at the table, and there are not many people who get that opportunity – so acknowledge it, and don’t be afraid to speak up.’ I am aware of what I bring to the table, with the mindset that there’s always room to learn and grow. It’s not always smooth sailing, but I’ve learned to embrace challenges as blessings in disguise. Rather than focusing on the barriers, I choose to focus on the work that needs to get done.

Who is the most influential woman you know?�� How does she inspire you?

Fortunately, I am surrounded by a network of women, both personally and professionally, who inspire me every day. I am amazed by their level of dedication, commitment, passion, and drive to succeed.

My mom has been the most influential woman in my life. She grew up at a time when women were not allowed to go to school. Despite the odds, she was a go-getter, and with her hard work and determination, she managed to earn her graduate degree. Post-graduation, she thrived in a corporate role before marrying my father. She then embarked on a new chapter with my father and moved to Libya. There, she mastered Arabic, thrived in a technical environment, raised two daughters, and launched a successful baking business on the side.

Growing up, I always saw her as the epitome of optimism, unconditional love, nurturing, and fun. She was always a happy-go-lucky person and lived each day like there was no tomorrow.

Now, my daughter, who is turning sixteen next month, is a true reflection of my mom. She inspires me every day to have fun, laugh, be silly, have food fights, wrestle, and be child-like all over again. She is smart, brave, goofy and her heart is full of love and kindness. To sum it up, my mom gave me the foundation of who I am, and my daughter, along with my friends, family, and colleagues, are my daily dose of purpose and enrichment.

What is the most important message you want to send out to young women thinking about a career in the insurance industry (or any industry)?

I would give other women the same advice my parents gave me – believe in yourself, embrace your uniqueness, and you can achieve anything you set your mind to. I never thought I would work in the insurance industry – I had no prior experience in it, and I had absolutely no idea what I was getting into. I have always been a curious learner, and I accepted this role with an open mind, and I have never looked back.

I would say to them not to be afraid to take risks and step out of their comfort zone. As daring as it might seem at the time, go for it, and take every setback as the grounds for a comeback. And at the end of the day, don’t forget to give yourself a high-five and celebrate your wins – big or small. Cheers!

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In Their Own Words – Celebrating Women’s History Month with Yasely Maria

Maria Blalock — Wed, 20 Mar 2024 17:51:16 +0000

As Women’s History Month continues, �鶹tv��Ƭ’s Women’s Empowerment Network (WEN) is thrilled to present our latest team member spotlight, continuing our series dedicated to recognizing and celebrating the invaluable contributions of women within our organization. This March, we pay tribute to the remarkable women who epitomize our core values of creating a culture rooted in care, respect, and compassion.

This year’s Women’s History Month theme, “Women Who Advocate for Equity, Diversity, and Inclusion,” resonates deeply with our core values, and we are pleased to shine a spotlight on the extraordinary women who exemplify these principles. At �鶹tv��Ƭ, our WEN team resource group is committed to nurturing the advancement of our team members, both professionally and personally. Through WEN, our primary objective is to cultivate a supportive community that encourages growth, collaboration, and the breaking of traditional gender barriers.

Join us in welcoming Yasely Maria, Accounting Manager, EIMC, as the next featured guest in our series. Prepare to be inspired and empowered as we explore Yasely’s unique journey and gain profound insights from her wealth of perspectives.

What is your role at �鶹tv��Ƭ? And how long have you been with the organization?��

I am an Accounting Manager at EIMC. I have been with EIMC for 4 years.

Who is the most influential woman you know?��How does she inspire you?

The most influential woman I know is my mother. Gregoria, my mother, is my role model. She has inspired and motivated me to grow without any barriers. My mother taught me that hard times can be overcome and that losing battles can be won. Her resilience, love, and sacrifice are the reasons behind my smile. She is my inspiration, my role model, and a superhuman in my eyes. My mother’s unwavering love and support have shaped me into the person I am today.

This year, the theme of Women’s History Month is “Women Who Advocate for Equity, Diversity and Inclusion”. How does that resonate with you?

When women advocate for diversity, equity, and inclusion, we are not merely ticking off checkboxes, but rather, we are speaking up for those who feel excluded or ignored. I strongly resonate with Ruth Bader Ginsburg when she said, “Women belong in all places where decisions are being made.”

Have you faced any barriers in your career due to being a woman?

Not personally, however, gender biases and stereotypes continue to impact women’s career progression within the accounting profession. Preconceived notions about gender roles and abilities can limit opportunities for women and impede their advancement.

What is the most important piece of advice you have been given?

The piece of advice I have been given by a close friend is to never expect to receive what you give. Not everyone has a heart of flesh. Every day when you wake up, you have a new job: to be better than you were yesterday.

What is the most important message you want to send out to young women thinking about a career in the insurance industry (or any industry)?

As a woman in the accounting field within the insurance industry, my message for young accounting professionals is this: ‘In the balance of life, accounting is the equilibrium that keeps everything in check.’ Accounting is not just about counting beans; it’s about making every bean count. The best accountants are not just number crunchers; they’re financial storytellers. No matter what life throws our way, we’ll face it together with love and resilience. We’re not just sunshine on a cloudy day; we’re the strength that brightens life. Keep shining.

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In Their Own Words – Celebrating Women’s History Month with Leslie May

Maria Blalock — Wed, 13 Mar 2024 18:01:42 +0000

As Women’s History Month continues, �鶹tv��Ƭ’s Women’s Empowerment Network (WEN) is excited to introduce the next featured team member as part of our ongoing series celebrating and acknowledging the indispensable contributions of women within our organization. Throughout March, we honor the extraordinary women who embody our foundational tenets of creating a culture of care, respect, and compassion.

This year’s Women’s History Month theme, “Women Who Advocate for Equity, Diversity, and Inclusion,” perfectly aligns with our mission, and we are excited to highlight the remarkable stories and achievements of women who embody these values. �鶹tv��Ƭ’s WEN team resource group is dedicated to fostering the professional and personal growth of our team members. WEN’s overarching goal is to cultivate a cohesive community that fosters development, collaboration, and progression beyond conventional gender norms.

Next in our series, we proudly introduce Leslie May, Client Service Coordinator, Synergy Adjusting Corporation, whose unique journey, and profound insights are certain to ignite inspiration and empowerment within us all. Come join us as we delve into Leslie’s experiences and embrace the wealth of perspectives she offers.

��What is your role at �鶹tv��Ƭ? And how long have you been with the organization?

I am a Client Service Coordinator for Synergy Adjusting Corporation. This year officially marks 6 years since joining the �鶹tv��Ƭ family.

Who is the most influential woman you know?�� How does she inspire you?

The most influential woman I know is my mother, Peggy. She has always led by example, being a great wife, mother, provider, and role model despite the adversities she has endured. My mother was diagnosed with breast cancer in 2006, which impacted all of our lives, but even through this, she prevailed. She has taught me that despite what we go through in life, we should always keep God first and remain true to ourselves.

This year, the theme of Women’s History Month is “Women Who Advocate for Equity, Diversity and Inclusion”. How does that resonate with you?

Celebrating Women’s History Month is not just about embracing the past but about recognizing the contributions of women today and the work that still needs to be done to achieve inclusion, equality, and fairness.

What is the most important piece of advice you have been given?

Never stop learning. There will constantly be new skills and techniques that will allow us to grow and expand in our careers and even our personal lives. Being teachable is one of the most important traits of a successful leader.

What is the most important message you want to send out to young women thinking about a career in the insurance industry (or any industry)?

There are numerous roles in the insurance industry, with career paths in technology, adjusting, human resources, client services, and many more. Find what you are passionate about and pursue it!

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Our Appraisers Are Adjusters; claims are what they do every day!

Shannon Watkins — Fri, 08 Mar 2024 17:17:56 +0000

�鶹tv��Ƭ’s Appraisal & Umpire Practice (AUP) is an Alternative Dispute Resolution team dedicated to reaching a fair and impartial resolution in the adjudication of residential and commercial losses through the appraisal process. The selection of an Appraiser or Umpire with extensive capabilities and specialized claims handling expertise is essential to a successful appraisal outcome.

Why �鶹tv��Ƭ’s Appraisal & Umpire Practice (AUP)?
Despite the best intention to resolve a claim, disputes may happen. �鶹tv��Ƭ’s AUP team is backed by decades of claims experience. Our team of Appraisers and Umpires provide fair and unbiased results to reach a fact-based, satisfactory resolution to claims disputes.

�鶹tv��Ƭ’s AUP team is comprised of an elite team of 130+ highly trained, certified, and licensed General Adjusters, National General Adjusters, and Executive General Adjusters who perform appraisal and umpire work. As W-2 team members, our Appraisers receive continuous training that is tailored to the nuances of the appraisal process.

In a recent conversation with �鶹tv��Ƭ’s Appraisal and Umpire Quality Control Manager, Leif Norstrand, he commented on the wealth of experience, expertise, and training our appraisers have. Mr. Norstrand noted that “In my experience, including with other independent adjusting (IA) firms, there is no comparison for how prepared our �鶹tv��Ƭ Appraisers are to perform this task.”

Mr. Norstrand resides in Fort Lauderdale, Florida and has 35 years of experience in the industry working both as an Adjuster and Appraiser. Mr. Norstrand also pointed out AUP’s unique position in the marketplace noting that, “The good thing about �鶹tv��Ƭ is that we are primarily a commercial IA firm which requires a more knowledgeable and experienced Adjuster.”

Rodgers Truitt, General Adjuster, in Brownsville, Texas agrees and commented that “Claims are what our appraisers do every day and that is reflected not only in the scoping and estimating of damages, but also in our reporting to the carrier once the appraisal is completed. I regularly receive positive feedback regarding the quality of our reports. We not only include an accurate estimate but also a detailed summary within our closing report that allows the client to understand the thought process of the Appraisal panel and how the settlement agreement came about.

Our Appraisers are Adjusters

Our Appraisers are adept at handling some of the most complex claims in the commercial property space. The majority of our appraisals are residential claims which allows our Appraisers to maintain impartiality throughout the appraisal process.

Sam Winkel, National General Adjuster, out of Tampa, Florida spoke about the benefits of having an Appraiser that also has that Adjuster background. “Our experience as Adjusters allows us to approach the appraisal with that background expertise and identify what is appropriate to scope for the actual damages and cost to repair. Backed with that experience, our training, and our ability to negotiate, we can reach a fair and accurate resolution.” Mr. Winkel has over 12 years of experience as an Adjuster.

Mr. Winkel also provided a real-world example of where his expertise in the adjusting space was beneficial in negotiating a fair outcome on an appraisal. “I had an appraisal several months ago where a clay tile roof was damaged during a hurricane. The carrier wrote for the repair of about 100+ damaged tiles. The roof in this case had so many damaged tiles that my knowledge as an adjuster helped me reach the conclusion that a full replacement was necessary. During the appraisal process, the opposing Appraiser and I we were able to agree that a replacement was the appropriate resolution however, their estimated price was significantly inflated. Through negotiation, we were able to agree to a fair cost for the damages. I think that it’s these types of situations where having that adjusting experience is beneficial.”

Due to our Appraisers in depth knowledge of insurance and the appraisal process, they are adept at understanding the insurance policy. While the job of the Appraiser is not to make coverage decisions or to apply the policy, their claims background helps guide the process to what is appropriate to include in an estimate.

Colby Chavers, National General Adjuster, in Kansas City, Missouri commented that “the benefit that �鶹tv��Ƭ can bring with having Adjusters that put on their Appraiser hat is to try to help mitigate certain situations that aren’t appropriate in an estimate. The appraisal process doesn’t mean it is out of the Carrier’s hands, the policy still needs to be applied. In these situations, we may not always agree with the opposing Appraiser but with negotiation, we can resolve the appraisal at an agreement that everyone is happy with.”

Adept Negotiators

�鶹tv��Ƭ’s AUP team is made up of a talented group of Appraisers who are adept and willing negotiators to reach fair and reasonable outcomes.

Tom Koralewski, Executive General Adjuster, out of Houston, Texas has over 20 years of experience as an Adjuster and almost a decade of experience as an Appraiser. Mr. Koralewski pointed out that “What makes a good Appraiser is someone who is good at negotiating and is able to look at the broad view to come to a reasonable outcome. My goal is always to resolve the claim with the best possible outcome for each party.”

Mr. Koralewski provided an example for a challenging appraisal where his ability to negotiate using fact-based evidence provided exceptional outcome to resolve the claim. “I worked an appraisal where the opposing Appraiser’s estimate was around $700,000 in repairs to the building. The opposing Appraiser was not willing to negotiate or come off their estimate. When I wrote my estimate, it was based off actual invoices for the cost to repair the building. Because of the unwillingness to negotiate, we took it to the Umpire. The opposing Appraiser, Umpire, and I met at the property where I was able to present my estimate and show that it was supported by factual data and actual invoices. This resulted in an agreement for around $95,000 for repairs, about 13% of the opposing estimate. What made this a good settlement outcome was that it was accurate and based off factual costs.”

If you would like more information about how �鶹tv��Ƭ can support your Appraisal and Umpire needs, contact our Director of Appraisal and Practice Group, Chris Benson at CBenson@englemartin.com or info@englemartin.com.

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In Their Own Words – Celebrating Women’s History Month with Hayden Robin

Maria Blalock — Wed, 06 Mar 2024 20:31:41 +0000

As we step into Women’s History Month, �鶹tv��Ƭ’s Women’s Empowerment Network (WEN), a team member resource group, is thrilled to share a series of celebration and recognition of the invaluable contributions of women within our organization. Throughout March, we honor all the remarkable women who form the cornerstone of our organization, each exemplifying resilience, dedication, and unparalleled leadership.

Kicking off our series, we proudly introduce Hayden Robin, our esteemed Claims Administrator, whose journey and insights promise to inspire and empower us all. Join us in exploring Hayden’s experiences and invaluable perspectives.

What is your role at �鶹tv��Ƭ, and how long have you been with the organization?

My role at �鶹tv��Ƭ is a Claims Administrator for the Austin, Houston, and Brownsville Texas offices. I have been with �鶹tv��Ƭ for almost three years.

Who is the most influential woman you know?�� How does she inspire you?

The most influential woman I know personally is my mother. She has been an inspiration of mine since I was a little girl. Her role as a mother and as a wife have molded me into the mother and the wife that I aspire to be today. She has put her family first in every single thing that she has ever done. Her family is her entire world. Her heart, her kindness, her perseverance, and her work ethic are an inspiration to me. She is truly one of the greatest people that I know and it’s such a privilege to be her daughter and have her as my role model.

The second one would be Princess Diana, known for her kindness and selflessness. She was the perfect role model for the younger girls of that generation, and in fact, for individuals of any age. Her advocacy for diversity, underprivileged societies, and humanitarianism not only drew attention to marginalized cultures but also inspired countless others to emulate her compassion and dedication.

This year, the theme of Women’s History Month is “Women Who Advocate for Equity, Diversity and Inclusion”. How does that resonate with you?

“Women Who Advocate for Equity, Diversity and Inclusion” resonates with me by thinking that’s exactly how it should be. Growing up in today’s society, we are taught that a woman can do everything that a man can do, but what sticks with me the most is everything that a man cannot do, a woman can. Women are the most beautiful, infatuating beings on the Earth. We have the power to quite literally, do everything we put our heart and soul into. Women don’t need to be made stronger; it’s simply the world we live in and how it perceives that strength, and how some try to diminish it. Any woman who has found her voice in her lifetime should never be silent. There are some women who go their entire lives just being in the passenger seat of their own life while allowing society to be in the driver’s seat. As a mother to a 1-year-old little girl, I feel as though it’s even more important to advocate for equity, diversity, and inclusion while she is so young because truthfully, it starts in our home. I cannot allow society to teach and parent her for me and show her the ways of the world.

Have you faced any barriers in your career due to being a woman? If so, how did you overcome them?

I have never faced any barriers personally as a woman, but I think that’s because the jobs I have had throughout my life have been more inclusive and supportive of women, and I have been so blessed with that. However, once you find the right place for you, I don’t think those issues will remain issues. I believe God places us in every single phase and chapter of our lives so that we can go through them to help us reach our ultimate goals.

What is the most important piece of advice you have been given?

The most important advice I have been given is from my mother and that is “you are only as good as your word, and there is a reward and a consequence for every action…sometimes the reward is that there is no consequence.” I was taught at a young age that your word is one of the most important things you can give someone. It ends up telling the kind of person you are, the type of employee that you are and the level of trust that someone can put into you. Once your word doesn’t mean anything to someone, what do you have left?

What is the most important message you want to send out to young women thinking about a career in the insurance industry (or any industry)?

I was a woman who never had a clear direction in life in terms of what I wanted to do with the rest of my life. So, to any woman who finds herself in the same situation, or to any woman who simply wants to explore different options until she finds her passion, or even to those women who already know exactly what they want to do—never be closed off to trying something new. I never imagined myself working in the insurance industry, but I’ve discovered a love for it that I never expected. There are countless opportunities out there that can align perfectly with your goals. I love being educated in my career because it has greatly benefited my personal life as well.

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In Their Own Words – Jonathan Omorogbe’s Insights as a Property Adjuster

Maria Blalock — Tue, 27 Feb 2024 16:22:48 +0000

�鶹tv��Ƭ is pleased to continue its celebration of Insurance Careers Month by showcasing the diverse and dynamic stories of those who are thriving in the insurance industry. Through engaging adjuster interviews, our goal is to offer illuminating perspectives into the world of insurance adjusting.

We’re excited to introduce Jonathan Omorogbe, an accomplished Property Adjuster based out of Dallas, Texas and are thrilled to share Jonathan’s journey and experience within the insurance industry.

What motivated you to pursue a career in insurance with �鶹tv��Ƭ, specifically in the field of claims adjusting?

After retaining an adjuster’s license during the spring of 2022, �鶹tv��Ƭ extended an invitation for me to join the Adjuster Trainee Program. This comprehensive program provided me with a thorough understanding of the intricacies of the insurance industry, with a particular focus on field claims adjusting. Throughout the program, I absorbed invaluable knowledge and skills that not only motivated me but also solidified my resolve to pursue a career with �鶹tv��Ƭ.

What advice would you give to someone considering a career in insurance, based on your experiences so far?

The advice I would offer to those considering a career in insurance is to always be open and willing to soak up knowledge from those around you. Every claim is an opportunity to learn and experience something new. At �鶹tv��Ƭ, I discovered a culture where knowledge-sharing is not just encouraged but ingrained within the fabric of the organization. Whether seeking guidance from seasoned colleagues or tapping into the wealth of resources provided, help is always readily available for those who seek it.

How has �鶹tv��Ƭ been preparing you for your role as an adjuster, and what specific training or resources have you found most valuable in your development?

�鶹tv��Ƭ has equipped me for my role as an adjuster not just through the comprehensive 2022 Adjuster Trainee Program, but also by equipping all adjusters, myself included, with valuable resources instrumental to our professional development. From supportive colleagues and administrators to continuous education and training opportunities, each element has contributed to my confidence and competence as an adjuster.

As I navigate through each claim, I am reminded of the invaluable lessons learned and experiences gained along the way. Every claim presents a unique opportunity to learn, grow, and make a positive impact. With the knowledge and support provided by �鶹tv��Ƭ, I am confident in my ability to navigate claims efficiently and effectively, ensuring fair and timely resolutions for all parties involved.

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In Their Own Words – Angel Martinez’s Experience as a Property Adjuster

Maria Blalock — Tue, 20 Feb 2024 16:19:55 +0000

�鶹tv��Ƭ is pleased to continue its celebration of Insurance Careers Month by showcasing the diverse and dynamic career opportunities available within the insurance industry. Through insightful adjuster interviews, we aim to provide valuable insights into the world of insurance adjusting.

Today, we’re excited to introduce Angel Martinez, a dedicated Property Adjuster based in sunny Los Angeles, California. Join us as we shine a spotlight on Angel and delve into the fascinating world of property insurance adjusting.

From his induction into the Adjuster Trainee Program to his proactive approach in capitalizing on growth opportunities and nurturing a culture of teamwork, Angel’s journey provides a unique perspective into his role as a Property Adjuster. Whether you’re considering a career in insurance or simply curious about the inner workings of the industry, Angel’s story is sure to both inspire and inform.

What motivated you to pursue a career in insurance with �鶹tv��Ƭ, specifically in the field of claims adjusting?

I pursued a career in claims adjusting with �鶹tv��Ƭ because of the dynamic and flexible nature of the role. It is evident to me that a career in claims adjusting with �鶹tv��Ƭ not only offers job security but the opportunity for professional growth, and avenues to expand one’s knowledge on a daily basis. I have found that the job satisfaction that comes with helping claimants throughout the claims process is deeply rewarding and fulfilling.

What advice would you give to someone considering a career in insurance, based on your experiences so far?

I would say it is important to maintain a mindset of eagerness and openness to learning. Seasoned teammates, with their wealth of experience, serve as invaluable mentors to help excel in your role. Always aim to build strong connections with your team.

How has �鶹tv��Ƭ been preparing you for your role as an adjuster, and what specific training or resources have you found most valuable in your development?

�鶹tv��Ƭ set me up for success early in my career as an adjuster through their Adjuster Trainee Program. The Adjuster Trainee Program’s curriculum is robust and offers comprehensive and thorough training on the basics of insurance. The resources, tools, and knowledge in the program have been impactful in my development and success within my role.

�鶹tv��Ƭ maintains a commitment to ongoing training and development for adjusters, offering continuous opportunities to enhance our skills and expand our expertise. This dedication ensures that we remain well-equipped to effectively support our clients.

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