Michael Durfee
Lakeville,Minnesota
Summary
Dynamic and results-driven claims professional at Progressive Insurance, adept at claims negotiation and fostering strategic relationships. Proven track record in problem-solving and decision-making, resolving complex coverage issues, conflict resolution, and facilitating change. Recognized for mentoring peers and driving efficient claims resolutions through effective communication and adaptability.
Overview
25
25
years of professional experience
Work History
Commercial Claims Adjuster Sr
Progressive Insurance
01.2024 - Current
- Manage end-to-end handling of the property damage component of commercial vehicle and heavy equipment claims using discretion and independent judgment.
- Analyze complex coverage issues to determine appropriate course of action for each individual case.
- Source, develop and maintain strong strategic relationships with internal and external vendors and stakeholders.
- Negotiate with and hold internal and external stakeholders accountable to achieve efficient and accurate claims resolution.
- Served as a Loan-Out representative to the MN SWE organization from January through May 2025, onboarded and coached SWE facilities and provided real-time live coaching and feedback to both facilities and reinspectors, driving accuracy, directly contributing to a 16-point improvement in the MN SWE organization's 2025 CCR Error Rates.
Reinspector - SWE
Progressive Insurance
11.2015 - 12.2023
- Managed a portfolio of Shop Written Estimate (SWE) facility relationships to established protocols
- Onboarded, developed, and led external repair shop partners to effect accurate and efficient repairs and resolution of automobile damages, evaluating opportunity areas within the assigned portfolio to provide coaching and corrective action to facilitate change and drive results.
- Proactive communication with customers, internal and external stakeholders to effect positive claims resolution.
- As a tenured MRR/Reinspector, provided in-person coaching and guidance to CSC estimators and field MRR's.
Managed Repair Representative
Progressive Insurance
06.2008 - 11.2015
- Managed the property damage component of personal lines claims utilizing discretion and independent judgment.
- Developed and maintained strong relationships with repair facility staff and other external vendors.
- Utilized strong negotiation skills to achieve accurate and timely resolution with non-network repair facilities.
- Provided mentorship and coaching for prospective and inexperienced MRR's.
- Identified a relationship gap between inside & outside adjusters and developed a presentation for inside adjuster team meetings to promote team synergy.
Auto Liability Adjuster
Progressive Insurance
05.2005 - 06.2008
- Managed end-to-end handling of automobile claims, from initial report through resolution.
- Investigated and resolved coverage and liability
- Completed property damage inspections of personal auto and fixed property.
- Met with claimants to document, negotiate, and resolve non-complex non-attorney represented bodily injury claims.
Home Mortgage Consultant
Wells Fargo
03.2003 - 12.2004
- Identified and analyzed customer needs and core values, tailoring product recommendations to their needs.
- Assessed clients' financial data to determine loan suitability.
- Sourced, developed, and maintained strategic business partnerships with internal and external sources to drive results.
Environmental Resource Specialist
Le Sueur County (Minnesota)
10.2000 - 02.2002
- Managed the coordination, implementation and enforcement of the County Comprehensive Local Water Plan.
- Interpreted, applied, and enforced County ordinance.
- Conducted informational and planning meetings for environmental committees.
- Developed and presented educational programs for schools and stakeholders.
Education
Bachelor of Arts - Geology
Gustavus Adolphus College
Saint Peter, MNNo Degree - Geology - Field Course
Southern Oregon University
Ashland, ORNo Degree - Small Business & Supervision
Inver Hills Community College
Inver Grove Heights, MNSkills
- Active listening
- Verbal and written communication
- Decision-making
- Critical thinking
- Claims negotiation
- Problem-solving
- Customer service
- Conflict resolution
- Adaptability and flexibility
- Workload prioritization
Timeline
Commercial Claims Adjuster Sr
Progressive Insurance
01.2024 - Current
Reinspector - SWE
Progressive Insurance
11.2015 - 12.2023
Managed Repair Representative
Progressive Insurance
06.2008 - 11.2015
Auto Liability Adjuster
Progressive Insurance
05.2005 - 06.2008
Home Mortgage Consultant
Wells Fargo
03.2003 - 12.2004
Environmental Resource Specialist
Le Sueur County (Minnesota)
10.2000 - 02.2002
Bachelor of Arts - Geology
Gustavus Adolphus College
No Degree - Geology - Field Course
Southern Oregon University
No Degree - Small Business & Supervision
Inver Hills Community College
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