Courtney Johnson
Chesapeake,VA
Summary
Multi-line Claims Supervisor dedicated to quality investigation, adjustment and supervision of diverse cases. Blends strategic planning and leadership strengths to establish top-performing claims departments. Trains and mentors staff, optimizing compliance with policies, procedures and applicable laws.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Casualty Claims Director
Chubb
04.2018 - Current
- Supervise investigations and evaluations of multi-line claims in accordance with Best practices and compliance laws.
- Monitor team performance, enforcing compliance with corporate claims processes and procedures.
- Optimize case management with establishment of best practices.
- Supervise talented teams of mainline, litigation, dedicated, RMA, Aviation and small commercial claims adjusters dedicated to timely and compliant resolutions.
- Lead supervisor for Sub-Zero account to ensure RMA team handles all aspects of the claim including proper coding, reserving, settlements, claim and recovery in accordance with special handling instructions to exceed insureds expectations.
- Handle escalated customer complaints, resolving disputes professionally and efficiently while maintaining positive relationships with clients.
- Respond to Department of Insurance Complaints and NJ Appeals.
- Review historical records, current operational data and forecasting information to identify and capitalize on claim handling enhancement opportunities.
- Conduct audits of closed claim files to ensure accuracy in payment calculations and adherence to company guidelines.
- Cultivate productive relationships with stakeholders, facilitating claims lifecycle.
- Collaborate with other departments to identify trends in claims activity and develop strategies for proper split file handling.
- Regularly review financial controls to generate accurate and reliable financial data pertaining to reserving and settlement practices within the department.
- Reduce claim processing time with streamlined procedures for faster decision making.
- Promote a customer-centric culture within the claims department, fostering empathy and understanding among staff members when interacting with claimants.
- Review key performance metrics to monitor the effectiveness of the claims department and drive continuous improvement efforts.
- Post job requistions and conduct interviews to hire new casualty adjusters.
- Collaborate with enablement team and house counsel to deliver training programs to enhance the skills of claims adjusters and improve overall productivity.
Claims Supervisor
Chubb
01.2015 - 04.2018
- Monitored performance metrics regularly, identifying areas for improvement and implementing corrective measures accordingly.
- Assisted in the recruitment and selection of new claims adjusters, ensuring they possessed the necessary skills and expertise to excel in their roles.
- Fostered a positive work environment that promoted collaboration, teamwork, and open communication among staff members.
- Maintained up-to-date knowledge on industry trends, best practices, and regulatory changes to ensure optimal decision-making in the claims management process.
- Managed teams with diverse caseload including dedicated accounts, prioritizing tasks effectively to meet strict deadlines and maintain quality standards.
- Enhanced team productivity by providing ongoing training and mentorship to claims adjusters.
- Increased accuracy in claim evaluations through comprehensive documentation and attention to detail and conducted liability training refreshers for the department.
- Contributed to the development and implementation of departmental goals and objectives, aligning them with broader organizational strategies.
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Developed Auto Best Practices and collaborated with Auditing team to create questions for Team Think Athenium audit tool.
- Achieved high customer satisfaction ratings by maintaining open lines of communication and addressing concerns promptly.
- Conducted regular audits of claim files, ensuring compliance with company policies and industry regulations.
Casualty Claims Examiner
Chubb
02.2008 - 12.2014
- Promptly and accurate investigation of coverage, liability and damages of Auto Bodily Injury and General Liability claims by interviewing all parties, analyzing contracts and policies, reviewing scene photographs, diagrams, and estimates
- Provide customer service to internal and external customers to include Chubb insureds, claimants, agents, and vendors
- Negotiate bodily injury and property damage settlements based on liability and jurisdictional guidelines
- Collaborate with other Claim Professionals including Property Examiners, SIU Examiners, Auto Examiners, Core Examiners, Supervisors, Underwriters and House Counsel Attorneys informally and in committees to fairly evaluate liability, coverage, property damage and bodily injury settlements when necessary
- Investigate fraud and refer to SIU Examiners for further investigation if warranted
- Set reserves based on claims investigation and monitor expenses through appropriate use of outside vendors
- Utilized analytical skills to evaluate medical bills for accuracy and appropriateness of charges before approving payments as part of the claims process.
- Participated in cross-functional team meetings to address organizational challenges related to claims management and develop solutions collaboratively.
- Reduced claim processing time by implementing efficient workflow strategies and prioritizing tasks effectively.
- Handled sensitive information with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
Senior Casualty Claims Adjuster
Allstate
10.2000 - 01.2008
- Team Lead: Address customer concerns and peer questions
- Coordinate automobile repairs and monitor rentals
- Communicate customers, repair facilities and rental companies to ensure customer satisfaction and timely settlement
- Mentored junior adjusters to enhance their skills and improve overall team performance in handling casualty claims.
- Reviewed reserve levels regularly to ensure adequate funds were available for potential losses within assigned caseloads.
- Implemented fraud detection measures that resulted in reduced fraudulent claim payouts.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Examined claims forms and other records to determine insurance coverage.
- Maintained contact with claimants and attorneys to determine treatment status.
- Established rapport with agents and brokers to facilitate an efficient flow of information between departments during the claim process.
- Negotiated favorable settlements by effectively communicating with all involved parties, including attorneys, medical providers, and insureds.
Education
Bachelor of Arts - History, Psychology
The College of William & Mary
Williamsburg, VASkills
- Arbitration
- Supervision of Dedicated and RMA accounts
- Candidate Interviewing
- Effective Communication
- Performance Coaching
- Professional Mentoring
- Motivational Leadership
- Confident Decision-Making
- Strategic planning
- Conflict resolution techniques
- Organizational change management
- Claims system technology
- Financial acumen
- Strong leadership skills
- Claims auditing
Certification
- Claim Diversity Council: Co-Chair of REAP and Classic Mentorship Programs
- Senior Claims Law Designation
- Certified Master Inter-Company Arbitrator Designation-Certified in all forums.
- Currently enrolled in Chartered Property Casualty Underwriter courses.
Timeline
Casualty Claims Director
Chubb
04.2018 - Current
Claims Supervisor
Chubb
01.2015 - 04.2018
Casualty Claims Examiner
Chubb
02.2008 - 12.2014
Senior Casualty Claims Adjuster
Allstate
10.2000 - 01.2008
- Claim Diversity Council: Co-Chair of REAP and Classic Mentorship Programs
- Senior Claims Law Designation
- Certified Master Inter-Company Arbitrator Designation-Certified in all forums.
- Currently enrolled in Chartered Property Casualty Underwriter courses.
Bachelor of Arts - History, Psychology
The College of William & Mary
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