Laura Culbertson
Cedar Hill,TX
Summary
Casualty claims professional with extensive experience at MetLife Auto and Home, specializing in injury settlements and data analysis. Demonstrated success in coaching teams to improve performance and achieve favorable negotiation outcomes. Proficient in Microsoft Office for effective communication and reporting, contributing to continuous enhancements in claims processes.
Overview
20
20
years of professional experience
Work History
Casualty Claims Adjuster
Farmers Insurance
Dallas, USA
03.2022 - 10.2025
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Analyzed information gathered by investigation and report findings and recommendations.
- Examined claims forms and other records to determine insurance coverage.
Commercial Claims Specialist
Federated Insurance
North Richland Hills, USA
09.2020 - 03.2022
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Conducted full claim investigations and reported updates and legal actions.
- Drafted and reviewed legal documents utilizing knowledge of relevant clauses to minimize incurred liability.
- Followed up with customers on unresolved issues.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
Auto Liability Claims Supervisor
MetLife Auto and Home
01.2016 - 10.2019
- Delivered exceptional customer service to policyholders, claimants, and attorneys while communicating important information and patiently listening to all issues.
- Performed quality analysis to ensure claim handling was within state and company compliance.
- Resolved and provided written responses to Insurance State Board complaints.
- Supervised Innovation Team of 8 associates - responsible for creating, testing, and implementing ideas to improve claim process(es) for internal and external customers.
- Provided professional development to team for professional growth and improvement.
- This included monthly, quarterly, and ad hoc meetings to discuss identified positive and adverse findings.
- Coordinated hiring and training process for new employees for our local claims department.
Claims Liability Evaluator
MetLife Auto and Home
01.2014 - 01.2016
- Provided daily quality claim reviews to ensure claim investigations were following state and company guidelines.
- Trained associates to help improve claim investigations to determine if comparative negligence was applicable and to negotiate settlement based upon claim mitigators.
- Analyzed claim data to identify payment trends and claim documentation to ensure proper handling.
- Provided written and verbal presentation of claims data to senior claims leadership outlining property damage payments comparison for current and prior MTD and YTD results.
- Change Agent for office - Coached office on Lean process of continuous improvement which consisted of teaching teams to identify problems and develop solutions through root cause problem solving.
- Coordinated training for office to include bringing in instructors to keep associates abreast of current insurance laws and claims handling.
Senior Casualty Claims Adjuster
MetLife Auto and Home
01.2006 - 01.2014
- Evaluated Auto and Home liability claims with goal of reaching resolution of claim based upon evidence.
- Investigated, evaluated, and negotiated resolution of minor to severe (fatality) injury claim files.
- Maintained consistent contact with claimants and/or their attorney to develop injury information for proper reserving.
- Increased reserve as necessary based upon injury resolution.
- Reviewed auto/home policy to determine applicable coverage for complex losses.
- Investigated litigated coverage losses for auto and homeowner claims.
- Reviewed medical records to ensure they aligned with ICD-10 (9) and CPT codes.
- Referred questionable losses and injury claims to our Special Investigation Unit (SIU).
Education
Bachelor of Science -
Grambling State University
Skills
- Coaching and development
- Data analysis
- Performance management
- Negotiation and resolution
- Microsoft Office proficiency
- Written and oral communication
- Injury settlements expertise
Timeline
Casualty Claims Adjuster
Farmers Insurance
03.2022 - 10.2025
Commercial Claims Specialist
Federated Insurance
09.2020 - 03.2022
Auto Liability Claims Supervisor
MetLife Auto and Home
01.2016 - 10.2019
Claims Liability Evaluator
MetLife Auto and Home
01.2014 - 01.2016
Senior Casualty Claims Adjuster
MetLife Auto and Home
01.2006 - 01.2014
Bachelor of Science -
Grambling State University