MIGDALIA DIAZ
Ocala
Summary
Dynamic Claims Director with a proven track record at Tower Hill Insurance Group, excelling in strategic leadership and team development. Achieved $42.2 million in claims leakage reduction through innovative program implementation. Expertise in performance analytics and a commitment to enhancing customer experience drive operational excellence and foster a culture of accountability.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Claims Director
Tower Hill Insurance Group
Gainesville
10.2020 - Current
- Provide strategic leadership to a high-performing Claims team, consisting of 10 adjusters, 4 Claims Resolution Team (CRT) Specialists, and 1 Claims Manager within the Property Lines division.
- Drive operational excellence by implementing quality standards, ensuring regulatory compliance, and enhancing customer service delivery.
- Spearhead talent development initiatives, including targeted training, mentorship, and succession planning, resulting in multiple team promotions and increased retention.
- Collaborate with leadership to shape, streamline workflows, and drive department-wide transformation initiatives.
- Foster a results-driven culture grounded in accountability, innovation, and cross-functional collaboration.
- Key Accomplishments:
- Championed the implementation of the Option to Repair program, which has successfully delivered $42.2 million in claims leakage reduction since its inception in 2020.
- Established and expanded the Claims Resolution Team, leading efforts that cut outsourced vendor costs by $321,475 and reduced internal file leakage by $914,452 since inception in 2024.
- Played a critical role in reducing indemnity spending and improving file handling quality through proactive audit findings, real-time coaching, and analytics-based decision-making.
Claims Manager
Tower Hill Insurance Group
Gainesville
01.2019 - 01.2020
- Lead and empower a high-performing complex claims unit comprised of 10 adjusters and 2 team leads, with a focus on technical excellence and service delivery.
- Provide strategic direction and compliance oversight to ensure alignment with corporate objectives, regulatory standards, and quality benchmarks.
- Design and facilitate hands-on training programs and individualized mentorship, resulting in measurable improvements in productivity, technical acumen, and file integrity.
- Collaborate closely with senior leadership on workforce planning, talent acquisition, and operational streamlining to drive efficiency across the department.
- Champion a performance-driven culture rooted in accountability, collaboration, and continuous improvement—contributing to multiple internal promotions and stronger team engagement.
- Key Accomplishments:
- Spearheaded the creation and leadership of the Option to Repair (OTR) unit, overseeing its end-to-end implementation and operational success. Under my direction, the OTR program has achieved $9.9 million in claims leakage reduction, directly impacting company profitability and loss ratio performance.
Claims Supervisor
Tower Hill Insurance Group
06.2018 - 12.2018
- Directed and supported a team of 10 adjusters with an emphasis on continuous professional development, performance optimization, and quality assurance.
- Delivered real-time coaching, targeted training, and actionable feedback to drive efficient claim resolution, regulatory compliance, and consistent file quality.
- Actively contributed to talent acquisition, onboarding, and skill development strategies—ensuring new team members were equipped for success and aligned with departmental standards.
Claims Supervisor
Bluegrass Insurance Management
Lexington
01.2017 - 05.2018
- Led a team of 8 adjusters, driving performance improvements and consistently delivering superior customer service outcomes.
- Developed and implemented training on best practices in claim handling and resolution, resulting in reduced cycle times and increased customer satisfaction scores.
- Consistently exceeded monthly production targets while upholding rigorous file quality standards and compliance expectations.
Team Lead, Complex Unit
Tower Hill Insurance Group
Gainesville
12.2016 - 01.2017
- Directed a team of 7 adjusters handling complex property claims, including negotiations with attorneys and public adjusters to drive fair and timely resolutions.
- Provided mentorship and strategic guidance that supported career growth and performance development, resulting in a team member's promotion within just 7 months.
Claims Adjuster
Tower Hill Insurance Group
07.2004 - 12.2016
- Investigated and successfully resolved a broad range of personal lines property claims, including wind, water, theft, large losses, and sinkholes.
- Served as a subject matter expert in sinkhole claims for over 6 years, providing support through neutral evaluations, mediations, and litigation preparation.
- Recognized for delivering well-documented, timely, and sound claim decisions that supported both customer satisfaction and organizational integrity.
Customer Service Representative
02.2000 - 02.2004
- Embarked on my insurance career by supporting policyholders and agents with billing inquiries, demonstrating strong customer service and problem-solving skills.
- Transitioned into Claims Processing, where responsibilities included establishing new claims and assigning adjusters, as well as laying the groundwork for a deep understanding of claims operations and workflow.
Education
Associates in Claims Management (AIC-M) Designation -
01.2025
Leadership & Management Skills for Women -
Pryor Learning
01.2024
Set Employee Goals and Define Performance Expectations -
Pryor Learning
01.2024
Associates in Claims (AIC) Designation -
01.2024
How to Lead Like a Woman -
University of Florida
01.2023
Certificate of Completion -
CLM, School of Extra-Contractual
01.2020
Certified Claims Professional Designation -
Claims and Litigation Management Alliance (CLM)
01.2020
Advanced Claims Professional Designation -
Claims and Litigation Management Alliance (CLM)
01.2020
Lean Six Sigma – White & Yellow Belt - Process Improvement Training
01.2019
Certificate of Completion -
CLM, School of Mediation
01.2018
Emotional Intelligence Certification -
01.2018
Certified Claims Leadership Professional -
CLM, School of Leadership
01.2017
High School -
Lake Weir High School
Ocklawaha, FL01.1996
Skills
- Strategic leadership and team development
- Claims operations and compliance
- Complex file management
- Performance analytics and reporting
- Customer experience enhancement
- Training and coaching
- Policy interpretation
- Crisis management and conflict resolution
Certification
AL, AR, AZ, FL, GA, IN, KY, LA, MI, MS, NC, SC, TX
Languages
English, Spanish
Timeline
Claims Director
Tower Hill Insurance Group
10.2020 - Current
Claims Manager
Tower Hill Insurance Group
01.2019 - 01.2020
Claims Supervisor
Tower Hill Insurance Group
06.2018 - 12.2018
Claims Supervisor
Bluegrass Insurance Management
01.2017 - 05.2018
Team Lead, Complex Unit
Tower Hill Insurance Group
12.2016 - 01.2017
Claims Adjuster
Tower Hill Insurance Group
07.2004 - 12.2016
Customer Service Representative
02.2000 - 02.2004
Associates in Claims Management (AIC-M) Designation -
Leadership & Management Skills for Women -
Pryor Learning
Set Employee Goals and Define Performance Expectations -
Pryor Learning
Associates in Claims (AIC) Designation -
How to Lead Like a Woman -
University of Florida
Certificate of Completion -
CLM, School of Extra-Contractual
Certified Claims Professional Designation -
Claims and Litigation Management Alliance (CLM)
Advanced Claims Professional Designation -
Claims and Litigation Management Alliance (CLM)
Lean Six Sigma – White & Yellow Belt - Process Improvement Training
Certificate of Completion -
CLM, School of Mediation
Emotional Intelligence Certification -
Certified Claims Leadership Professional -
CLM, School of Leadership
High School -
Lake Weir High School
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