Insurance Claims Innovation – Details, episodes & analysis

Your host, Chris Tidball, talks with the Claims Leader and Special Investigations Leader of Frontline Insurance, Richard Wickliffe. Richard shares his journey in the industry, focusing on his experience managing special investigation units and tackling insurance fraud. He recounts notable cases, including the infamous Sun Gym gang incident, and discusses the significant impact of fraud on insurance premiums. Richard also explores the evolving nature of fraud, particularly cybercrime, and emphasizes the importance of awareness and education. Richard's new book, "You Paid for This," aims to inform consumers about various fraud schemes and their hidden costs.

To learn more about Richard's work, click HERE and HERE.

Think you'd be a great guest on the show? Apply HERE.

Want to learn more about Chris' work at SecondLook? Check out his website at https://secondlook.net/.

Your host, Chris Tidball, talks with the Senior Vice President of Sapiens, Gayle Herbkersman. Gayle's path into the insurance industry is a testament to the power of experience and the drive for process efficiency. With a rich background in insurance software, Gayle has witnessed first-hand the pivotal role emerging technologies play in shaping the industry. Gayle shed light on Sapiens' mission as a global insurance software and services company. Sapiens stands out in the market by offering robust platforms for life and annuity as well as property and casualty carriers.

One of the key takeaways from the conversation was the critical integration of digital portals and advanced analytics. Gayle underscored how these tools are not just fancy add-ons but essential components that significantly improve business results. She also provided a deep dive into the challenges and opportunities within the P&C space, especially in the realm of claims management.

To learn more about Gayle's work, click HERE and HERE.

Think you'd be a great guest on the show? Apply HERE.

Want to learn more about Chris' work at SecondLook? Check out his website at https://secondlook.net/.

Your host, Chris Tidball, talks with the Director of National Claims Operations of Marsh & McLennan Agency, Angela Lee. Angela's entry into the insurance world was serendipitous. After graduating college during a challenging job market, she found her first role as a claims assistant at Travelers. Here, Angela discovered her passion for the technical nuances of insurance and the profound satisfaction that comes from assisting clients during some of their most trying times.

Her career trajectory is a testament to her dedication and expertise. Angela's deep dive into the technical and coverage aspects of insurance claims didn't just happen overnight. It was a journey marked by curiosity, learning, and a genuine desire to help others.

To learn more about Angela's work, click HERE and HERE.

Think you'd be a great guest on the show? Apply HERE.

Want to learn more about Chris' work at SecondLook? Check out his website at https://secondlook.net/.

Your host, Chris Tidball, talks with the Senior Claims Counsel of OOIDA, James Luce. OOIDA stands out as a unique organization dedicated to representing the interests of truck drivers. Unlike the Trucking Insurance Defense Association (TIDA), which focuses on trucking companies, OOIDA is committed to individual truck drivers whether they are company drivers, lease owner-operators, or independent owner-operators with their own authority. This distinction is crucial because it ensures that the specific needs and challenges of drivers are addressed and advocated for.

Trucking regulations are notoriously complex, and they can vary depending on the nature of the trucking activity. While some regulations are state-specific, the federal government predominantly oversees trucking due to the interstate commerce clause in the Constitution. This is where OOIDA's expertise becomes invaluable. The association provides truck drivers with access to knowledgeable individuals who can assist with understanding and complying with these regulations, without the need for membership. From licensing and permits to insurance, OOIDA is a lifeline for drivers navigating the regulatory landscape.

To learn more about James's work, click HERE and HERE.

Think you'd be a great guest on the show? Apply HERE.

Want to learn more about Chris' work at SecondLook? Check out his website at https://secondlook.net/.

Your host, Chris Tidball, talks with the VP of Business Development of Paragon, Sean Garret. Sean's path to the insurance sector is as intriguing as it is inspiring. Transitioning from the hospitality industry, he found his niche in insurance, where he now plays a pivotal role at Paragon. His story is a testament to the dynamic nature of career paths and how skills from one industry can translate into success in another.

One of the main topics Sean discussed was the concept of third-party deductibles. Unlike the first-party deductibles we're accustomed to in personal auto insurance, third-party deductibles introduce a receivable environment in commercial policies. This means that every time there's a claim, the insured owes a deductible to the carrier. Sean illuminated the complexities of this system, including the challenges in identifying, invoicing, and recovering these deductibles.

A critical point Sean emphasized was the need for seamless communication between claim systems, policy systems, and recovery systems. This triad is essential for the efficient management of deductibles. Without it, carriers and insureds alike can face significant hurdles.

To learn more about Sean's work, click HERE and HERE.

Think you'd be a great guest on the show? Apply HERE.

Want to learn more about Chris' work at SecondLook? Check out his website at https://secondlook.net/.

Your host, Chris Tidball, talks with the CEO of CLM Alliance, Ronna Ruppelt. Ronna's career is a testament to the dynamic nature of the insurance industry. Her journey is filled with valuable lessons for professionals at any stage of their careers. Ronna's rise to the top echelons of the industry wasn't just about hard work and expertise; it was also about recognizing opportunities and the importance of continuous learning.

The CLM is more than just an organization; it's a community where like-minded professionals converge to share knowledge, foster innovation, and drive the industry forward. Ronna eloquently described the myriad benefits of the CLM, from its educational resources to its advocacy efforts. She emphasized how the organization serves as a catalyst for its members, empowering them to excel in their respective roles.

To learn more about Ronna's work, click HERE and HERE.

Think you'd be a great guest on the show? Apply HERE.

Want to learn more about Chris' work at SecondLook? Check out his website at https://secondlook.net/.

Your host, Chris Tidball, talks with the Director of Carrier Engagement and Vice President of Carrier Practice of Gallagher Bassett, Caryn Siebert. Caryn's path into the insurance industry was as unexpected as fascinating. Initially aspiring to be a veterinarian, she quickly realized that fainting at the sight of blood was a clear sign that it wasn't her calling. With her father's advice, she explored politics and law, which eventually led her to claims. Caryn's career trajectory is a testament to the serendipitous nature of life – from outside counsel to in-house assistant general counsel, and finally, to a chief claims officer. Her story is a powerful reminder that sometimes, our best-laid plans lead us to destinations we never intended, yet where we're meant to thrive.

To learn more about Caryn's work, click HERE and HERE.

Think you'd be a great guest on the show? Apply HERE.

Want to learn more about Chris' work at SecondLook? Check out his website at https://secondlook.net/.

Your host, Chris Tidball, talks with the President and CMO of Domestic & General Group, Gayle Terry. At its core, Domestic & General Group is dedicated to protecting the appliances you depend on daily. From washing machines and dishwashers to consumer electronics and HVAC systems, they offer extended warranties that ensure your home runs smoothly. Their policies are comprehensive, covering everything from accidental damage to breakdowns, and they pride themselves on a customer-first approach, eschewing small print and deductibles for straightforward coverage.

Gayle explained that Domestic & General Group is a vertically integrated business, meaning they handle every aspect of appliance protection. This includes organizing repairs, administering policies, and replacing appliances that can't be fixed. They've built their policies around listening to customers' needs and expectations, which is evident in their flexible payment options. Instead of a lump sum, customers can pay monthly, maintaining protection as long as they continue their payments.

When asked how Domestic and General differentiates itself from competitors, Gayle highlighted their customer-focused ethos. With a century of credibility and partnerships with household names, they prioritize customer satisfaction and solutions. Their claims statistics are impressive, with over 99% of claims accepted, 75% of appliances repaired on the first visit, and less than 1% complaints per policy.

To learn more about Gayle's work, click HERE and HERE.

Think you'd be a great guest on the show? Apply HERE.

Want to learn more about Chris' work at SecondLook? Check out his website at https://secondlook.net/.

Your host, Chris Tidball, talks with the CEO of CLM Alliance, Ronna Ruppelt. Insurance wasn't always the career path Rana Rupal had envisioned. During our conversation, Rupal shared how a job at an insurance defense firm during law school led to a fulfilling career that she hadn't anticipated. After practicing law for several years and working in-house at various insurance carriers, Rupal found herself as the general counsel and head of claims at a carrier. The leap to CEO of CLM was an unexpected turn that proved to be her dream job.

For those unfamiliar with CLM, Rupal provided a succinct overview. The Claims and Litigation Management Alliance is the leading association dedicated to connecting industry professionals. CLM's mission is to educate and provide a collaborative space for members to discuss and innovate within the realms of claims and litigation management.

To learn more about Ronna's work, click HERE and HERE.

Think you'd be a great guest on the show? Apply HERE.

Want to learn more about Chris' work at SecondLook? Check out his website at https://secondlook.net/.

Your host, Chris Tidball, talks with the President of TEACH Insurance Resources and serves on the Board of Directors at the Insurance Institute for Highway Safety, Tim Nee. Tim's career began in management consulting, but he eventually found his calling in insurance. He honed his skills as a product manager at Progressive and Liberty before taking the entrepreneurial leap and starting a training company.

One of the biggest challenges Tim faces as the owner of an insurance company is staffing. With a low unemployment rate, finding the right people and getting them interested in insurance is a tough task. Tim is a firm believer in mentorship and emphasizes the importance of being in the office for development and leadership.

The insurance industry is evolving, and Tim predicts some significant changes in the next 5 to 10 years. One major change is the shift in demographics, with younger generations preferring technology over human interaction when it comes to insurance. This will drive major carriers to adapt their distribution models and potentially lead to a consolidation of the market.

To learn more about Tim's work, click HERE.

Think you'd be a great guest on the show? Apply HERE.

Want to learn more about Chris' work at SecondLook? Check out his website at https://secondlook.net/.