Rico Johnson
Casa Grande
Summary
Claims leader with 10+ years of experience managing high-volume, high-severity property and catastrophe claims while supporting team performance, quality standards, and operational goals. Proven ability to drive cycle-time reductions, manage complex coverage decisions, coach peers, and collaborate cross-functionally to deliver compliant, customer-focused outcomes during both steady-state and catastrophe operations.
Insurance professional with comprehensive experience in catastrophe claims management, adept at assessing and resolving complex claims efficiently. Proven track record in delivering accurate damage assessments and facilitating timely settlements. Known for collaborative approach and flexibility in adapting to evolving scenarios, ensuring reliable and results-driven outcomes.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Catastrophe Claims Adjuster
Liberty Mutual
01.2022 - Current
- Manage 120–150 active property claims per deployment, including hail and wind losses with severity ranging from $10K to $500K+.
- Consistently achieve 95%+ claim closure rates within service-level expectations during catastrophe events.
- Reduce average claim cycle time by 15–20% through first-visit coverage determinations and accurate on-site estimating.
- Support newer adjusters through informal coaching on estimating accuracy, policy interpretation, and customer communication.
- Identify fraud indicators and submit SIU referrals, contributing to cost containment and claim integrity.
- Collaborate with Large Loss units, engineers, contractors, and mitigation vendors to resolve complex and escalated claims.
- Established strong policyholder communication, reducing repeat contacts and escalation frequency.
Claim Specialist
State Farm Insurance
04.2019 - 12.2021
- Investigated and resolved complex Boat, Commercial, and Farm & Ranch claims in compliance with policy and regulatory requirements.
- Served as a subject-matter resource for specialty lines, assisting peers with coverage questions and claim strategy.
- Balanced quality, productivity, and customer satisfaction across a diverse and complex claim portfolio.
- Reduced loss exposure through timely investigations, accurate documentation, and fair settlement practices.
- Collaborated with cross-functional teams to resolve complex claims inquiries and disputes.
- Processed and evaluated insurance claims with attention to detail and accuracy.
Independent Catastrophe Claims Adjuster
The Best IRS
09.2017 - 02.2018
- Handled multi-state 50-60 catastrophe property claims, managing concurrent files while meeting aggressive cycle-time expectations.
- Conducted inspections, coverage analysis, and settlement negotiations in accordance with state regulations.
- Escalated potential fraud and complex coverage issues to appropriate internal partners.
- Managed multiple claims simultaneously while ensuring adherence to company policies and regulatory requirements.
Claims Representative
Farmers Insurance Agency
08.2016 - 08.2017
- Investigated property claims by interviewing policyholders, reviewing documentation, and validating loss details.
- Evaluated policies and contracts to determine coverage and settlement accuracy.
- Identified and reported potential fraudulent activity in alignment with company standards.
- Communicated with policyholders to gather necessary information for claim investigations.
Claims Representative
The Hartford Insurance
10.2015 - 07.2016
- Evaluated property losses, established repair scope, and negotiated settlements to resolution.
- Supported onboarding and development of new and experienced claims associates during workflow transitions.
- Met productivity and quality benchmarks in a high-volume claims environment.
- Reviewed documentation and assessed damages to determine eligibility for claims payments, while averaging about 40 calls per day
Claims Representative
Nationwide Insurance
03.2015 - 10.2015
- Managed a portfolio of property claims with average reserves of $10K–$25K.
- Coordinated with internal departments to ensure timely resolution and accurate claim outcomes.
Auto Express Claims Associate
State Farm Insurance
04.2013 - 03.2015
- Processed and triaged auto claims to ensure timely and accurate handling.
- Assisted adjusters with claim system navigation and decision support.
- Communicated coverage details, deductibles, and payments to policyholders.
- Processed insurance claims efficiently, ensuring compliance with company policies and procedures.
- Managing a high volume of customer calls
Correctional Officer
State of Illinois
01.1999 - 12.2009
- Maintained safety, security, and compliance within correctional facilities.
- Monitored inmate behavior to maintain safety and security within correctional facilities.
- Responded to incidents quickly and enforced institutional policies.
- Developed strong communication and conflict-resolution skills transferable to claims leadership.
Education
MBA - Business Administration And Management
Colorado Technical University
Colorado Springs, CO08-2010
Bachelor of Science - Criminal Justice
Colorado Technical University
Colorado Springs, CO12-2008
Skills
- Claims Leadership & Mentorship
- High-Severity Property & CAT Claims
- Coverage Analysis & Policy Interpretation
- Cycle Time & Inventory Management
- Quality Assurance & Compliance
- Vendor & Large-Loss Collaboration
- Fraud Identification & SIU Partnership
- Customer Experience & Escalation Resolution
- Claims investigation
- Critical thinking
- Quality control
- Casualty and property loss
- Law enforcement background
Certification
Licensed Claims Adjuster
& Licensed FAA Drone Pilot
Leadership Impact Highlights
- Cycle Time Reduction: 15–20% improvement during CAT deployments (Best I.R.S.)
- Claim Inventory: 100–150+ active files managed concurrently (State Farm)
- Severity Exposure: $10K–$500K+ property losses (Liberty Mutual)
- Quality & Closure: 95%+ closure rates within service targets (Liberty Mutual)
Timeline
Catastrophe Claims Adjuster
Liberty Mutual
01.2022 - Current
Claim Specialist
State Farm Insurance
04.2019 - 12.2021
Independent Catastrophe Claims Adjuster
The Best IRS
09.2017 - 02.2018
Claims Representative
Farmers Insurance Agency
08.2016 - 08.2017
Claims Representative
The Hartford Insurance
10.2015 - 07.2016
Claims Representative
Nationwide Insurance
03.2015 - 10.2015
Auto Express Claims Associate
State Farm Insurance
04.2013 - 03.2015
Correctional Officer
State of Illinois
01.1999 - 12.2009
MBA - Business Administration And Management
Colorado Technical University
Bachelor of Science - Criminal Justice
Colorado Technical University