Michael Frelund
Ankeny,IA
Summary
I have been working within insurance claims for over 15 years with the last 10 years in specialized bodily injury. I am looking now to grow and share my experience with others.
Overview
16
16
years of professional experience
Work History
Bodily Injury Claims Specialist 2
Auto Owners Insurance Company
West Des Moines, Iowa
01.2026 - Current
- Specialized to handle bodily injury claims for the Northwest Bodily Injury Team.
- Actively work with pro-se claimants and attorneys to settle and resolve bodily injury claims.
- Collaborated with pro-se claimants to achieve settlements within 45 days.
- Working with Home Office Bodily Injury team with claim reserves from $50,000 to $150,000 range. Have several files where we were able to correctly identify a settlement range and not overpay the claim
- Facilitated several mediations monthly, successfully resolving cases with local defense attorneys.
- Facilitated resolution through three monthly arbitration hearings each month through Arb Forums.
- Managed litigation files for multiple Midwest states for several Midwest states with various hired defense attorneys
- Licensed to handle claims in all states that Auto Owners currently writes in
- Have attended 3 trials on my claim files where Auto Owners was able to have 3 defense wins.
Bodily Injury Claims Adjuster
State Auto Insurance
West Des Moines, USA
07.2018 - Current
- Investigate auto and home claims with statements from insured and claimants, determine liability decision. Work with both Attorneys and claimants for resolution within authority.
- Handle bodily injury claims with claim values up to $100,000. $25,000 individual authority given. Handle complex claims primarily in Texas, Georgia and Wisconsin.
- Handled underinsured bodily injury claims with insureds and attorneys for proper claim resolution.
- Led team in achieving claim closure goals and department wide several months in claim closures and handling scores.
- Joined a digital journey claim center team to simplify work for teammates using the claim center.
- I also passed and handled arbitration files. Review and hear 2 cases per month.
- Demonstrated proficiency in using claim center software. Home state licensed in Oklahoma. Have Florida license as well and up to date on continuing education credits.
Bodily Injury Claims Specialist 1
Auto Owners Insurance Company
West Des Moines, Iowa
11.2023 - 01.2026
- Specialized to handle bodily injury claims for the Northwest Bodily Injury Team.
- Actively work with pro-se claimants and attorneys to settle and resolve bodily injury claims.
- Licensed to handle claims in all states that Auto Owners currently writes in
- Hear 3 arbitrations each month through Arb Forums.
- Handle litigation files for several Midwest states with various hired defense attorneys.
- Home Office identified my expertise in claims management. and asked me to work with newer newer department bodily injury adjusters on how to actively close files and obtain early settlements
- Selected to join a pilot group for bill reduction service in the department.
- Attended Several mediations monthly and resolved these with our local defense attorneys.
- Have attended 3 trials on my claim files where Auto Owners was able to have 3 defense wins.
Branch Claim Representative 2
Auto Owners Insurance Company
West Des Moines, Iowa
01.2023 - 11.2023
- Investigated auto losses using statements from insureds and claimants, identifying potential fraud cases.
- Collaborated with claimants, insureds, attorneys, and auto body shops to ensure compliance with state regulations.
- Worked with claimants, insureds, attorneys and auto body shops while adhering to necessary state regulations.
- Managed litigated files on auto losses, coordinating with legal counsel on cases involving lawsuits.
Branch Representative 1
Auto Owners Insurance
West Des Moines, Iowa
02.2021 - 01.2023
- Investigated auto losses using statements from insureds and claimants, identifying potential fraud.
- Collaborated with claimants, insureds, attorneys, and auto body shops to ensure compliance with state regulations.
- Managed litigated auto loss files for auto losses where lawsuit has been filed.
Bodily Injury Claims Adjuster
Nationwide Insurance
Des Moines, USA
12.2015 - 07.2018
- Investigated auto and home claims, determined liability decisions based on statements from insured and claimants, and identified potential fraud cases for further review.
- Collaborated with claimants, insureds, attorneys, providers, and auto body shops while adhering to state guidelines, coordinating with litigation team as needed.
- Received several verbal and written compliments on my customer service and have great customer service scores with my team and whole department. Easy to work with.
- Promoted within bodily injury department to a specialized Medicare team where we follow federal guidelines for Medicare demands/liens.
- Received several verbal and written complements on my customer service and have great customer service scores with my team and whole department. Easy to work with.
First Party Medical Claims Adjuster
Nationwide Insurance
Des Moines, USA
04.2014 - 12.2015
- Delivered exceptional customer service to policyholders and medical providers while adhering to Best Claims practices and state laws.
- Mentored 2 associates on department procedures and systems for handling first party medical claims.
- Acting as a peer mentor to at least 2 associates to provide guidance on department procedures and instruction on systems for handling first party medical claims.
- Participated in Ambassador Program to enhance team collaboration as a mentor to cross train newer associates in different departments.
- Coached newer associates in claims school after being selected for the role.
Material Damage Total Loss Claims Adjuster
Nationwide Insurance
Des Moines, USA
08.2012 - 04.2014
- Guided policyholders and third party claimants through total loss vehicle claims from initial receipt to payment issuance, ensuring a smooth claims process.
- Assess vehicle value through multiple evaluation processes to correctly value the vehicles of policyholders and third party claimants involved in a total loss auto claim.
- Coordinated with multiple agencies to uphold state regulations during total loss claims, ensuring compliance and proper claim handling.
- Received a perfect 10 score in overall customer satisfaction during May and June 2013.
- Contributed as a member of the Total Loss Advisory Committee, representing the total loss floor. By speaking with our specific zone and finding out what ways to improve our daily workflow and presenting this to upper management and leaders monthly to assist in any improvements to the department.
Nationwide Direct Retention Sales Agent
Nationwide Insurance
Des Moines, USA
05.2011 - 08.2012
- Made outbound phone calls to existing policyholders to review their accounts, discuss any changes, and address all their questions and concerns.
- Was awarded Retentions top sales agent in March 2012 and have had a few months where I have had sales within top 10 of the retention agents.
- Interpreted account contracts and provisions while managing all trailing documents and underwriting and processing information.
- Was awarded Retention's top sales agent in March 2012 and have had a few months where I sales were within top 10 of the retention agents.
- Part of the Retention Communication Committee where we are responsible for the retention department's communication within all teams and our quarterly floor communication rally.
Customer Service Representative
Nationwide Insurance
Des Moines, USA
04.2010 - 05.2011
- Received regular inbound calls from Nationwide customers and exclusive Nationwide Sales Agents about complex billing questions, any necessary policy changes and general assistance regarding their policies.
- Interpreted account contracts and provisions while managing all trailing documents and underwriting and processing information.
- Elected to the New York state customer service team to service customers and collaborate with the NY Department of Motor Vehicles on requests involving complex insurance laws.
- Elected as the customer service team fun committee and helped with monthly incentive/goals specifically geared toward improving our teams' score/goals.
Education
Mason City High School -
Mason City High School
Associated Arts and Sciences Degree -
North Iowa Area Community College
Bachelor of Science - Hotel, Restaurant, Institutional Management
Iowa State University
Skills
- Claim settlement negotiation
- Liability assessment
- Arbitration handling
- Regulatory compliance
Timeline
Bodily Injury Claims Specialist 2
Auto Owners Insurance Company
01.2026 - Current
Bodily Injury Claims Specialist 1
Auto Owners Insurance Company
11.2023 - 01.2026
Branch Claim Representative 2
Auto Owners Insurance Company
01.2023 - 11.2023
Branch Representative 1
Auto Owners Insurance
02.2021 - 01.2023
Bodily Injury Claims Adjuster
State Auto Insurance
07.2018 - Current
Bodily Injury Claims Adjuster
Nationwide Insurance
12.2015 - 07.2018
First Party Medical Claims Adjuster
Nationwide Insurance
04.2014 - 12.2015
Material Damage Total Loss Claims Adjuster
Nationwide Insurance
08.2012 - 04.2014
Nationwide Direct Retention Sales Agent
Nationwide Insurance
05.2011 - 08.2012
Customer Service Representative
Nationwide Insurance
04.2010 - 05.2011
Mason City High School -
Mason City High School
Associated Arts and Sciences Degree -
North Iowa Area Community College
Bachelor of Science - Hotel, Restaurant, Institutional Management
Iowa State University