Erin Raffaelo
Stoneham,MA
Summary
Results-driven Claims Manager with extensive leadership experience across multi-function, geographically dispersed claims operations. Recognized for driving operational consistency, process improvement, and team performance within high-complexity claim environments including Fire, Theft, and Coverage Verification. Collaborative leader skilled at aligning strategy, people, and process to achieve high-quality, low-cost outcomes.
Overview
18
18
years of professional experience
Work History
Manager, CVT & Fire Theft Claims
Progressive Insurance
02.2023 - Current
- Lead geographically dispersed, multi-function team across Coverage Verification and Fire/Theft cohorts.
- Implement initiatives and drive change management strategies to strengthen workflow efficiency and consistency.
- Partner across operational, legal, and process teams to resolve complex coverage, liability, and fraud-related matters.
Manager, File Owner Claims
Progressive Insurance
09.2021 - 02.2023
- Directed operations for the Rhode Island File Owner organization overseeing multiple supervisors and claim units.
- Guided process and performance management to ensure accuracy, efficiency, and regulatory compliance.
- Supported digital transformation through collaboration, coaching, and alignment with enterprise initiatives.
Supervisor, CVT & Fire Theft Claims
Progressive Insurance
06.2020 - 09.2021
- Managed daily operations and team performance for CVT and Fire/Theft claims.
- Reviewed claims for accuracy, coverage, and compliance with company standards.
- Partnered with Claims Legal and SIU to ensure fair and consistent decisions.
Supervisor, Multiline Claims; Supervisor, File Owner Claims; Managed Repair Representative; Multiline, Bodily Injury, Fire/Theft, and Claims Generalist Representative
Progressive Insurance
01.2008 - 01.2020
- Earlier Experience: Progressive Insurance – Supervisor, Multiline Claims; Supervisor, File Owner Claims; Managed Repair Representative; Multiline, Bodily Injury, Fire/Theft, and Claims Generalist Representative roles (2008–2020).
Education
Bachelor of Science - Criminal Justice
University of Massachusetts
LowellSkills
- Process evaluation & improvement
- Analytical decision making
- Performance management & coaching
- Cross-functional collaboration
- Change management & implementation
- Leadership of multi-function teams
- Communication & stakeholder alignment
- Claims quality, accuracy, and efficiency
Timeline
Manager, CVT & Fire Theft Claims
Progressive Insurance
02.2023 - Current
Manager, File Owner Claims
Progressive Insurance
09.2021 - 02.2023
Supervisor, CVT & Fire Theft Claims
Progressive Insurance
06.2020 - 09.2021
Supervisor, Multiline Claims; Supervisor, File Owner Claims; Managed Repair Representative; Multiline, Bodily Injury, Fire/Theft, and Claims Generalist Representative
Progressive Insurance
01.2008 - 01.2020
Bachelor of Science - Criminal Justice
University of Massachusetts