Steve Richardson
Insurance Claims
Westfield,IN
Summary
Dynamic senior insurance claims executive with over 30 years of progressive leadership experience in auto litigation, high-exposure casualty, and multi-line claims operations. Proven architect of complex, multi-state litigation organizations, recognized for fostering high-performing teams and cultivating future leaders while consistently achieving excellence in quality, cycle time, compliance, and expense management. Expertise combines deep hands-on litigation credibility with enterprise-level operational leadership, ensuring effective collaboration with defense counsel, legal teams, and compliance stakeholders. Renowned for stabilizing and enhancing performance in challenging environments, driving continuous improvement initiatives, and leading transformations through a people-first, results-driven approach. Ideally positioned for Manager, Director, AVP, VP, or RVP roles within auto litigation and complex claims organizations.
Overview
31
31
years of professional experience
Work History
GL Claims Director – Western GL & Auto Litigation
The Hartford
09.2024 - Current
- Department Director responsible for quality, cycle time, and staff of up to four teams and twenty-five adjusters
- In partnership with executive leadership determine overall litigation strategy and cases that will go to trial
- Leadership and operational support for Western GL Litigation
- Consistently delivering results that improve or exceed benchmarks including Quality, Service, & Cycle Time
- Use continuous improvement to coach, mentor, and develop leaders while driving high engagement and retention
- Engage in root cause analysis and projects designed to drive results and efficiency
- Utilize Variation Management to identify outliers and drive continuous improvement
Auto Claims Manager – Western GL & Auto Litigation
The Hartford
05.2018 - 09.2024
- Department manager responsible for quality, cycle time, and staff of up to four teams and thirty consultants
- In partnership with executive leadership determine our overall litigation strategy and the cases that will go to trial
- Leadership and operational support for the Western Auto Litigation department
- Consistently delivering results that exceeded benchmarks including Quality, CLI, Cycle Time, & Compliance
- Use continuous improvement techniques to coach, mentor, and develop leaders while driving high engagement and retention
- Engage in root cause problem solving and projects designed to drive continuous improvement
Claims Supervisor – Western GL & Auto Litigation
The Hartford
01.2015 - 05.2018
- Team leader responsible for a team of up to six consultants handling litigated and high exposure losses
- Drive high functional technical skills through coaching, feedback, and file reviews
- Align and manage team resources to achieve claims quality and outstanding customer service
- Work collaboratively with other teams and departments to deliver innovation and customer service
- Licensed in all states and have experience in over 20 jurisdictions
- Partnered closely with staff counsel in California, Texas, Illinois, and Louisiana to drive outcomes
Claims Supervisor – Centralized Auto Services (CAS)
The Hartford
04.2014 - 01.2015
- I as a team leader responsible for a team of seven associates handling auto claims in forty-nine states
- Licensed in all states that currently require licensing
- Conducted numerous interviews to assist with staffing and hiring
- Work with new hires to develop new talent and customer service skills
- Assisted Training & Development Team in creating New Hire training curriculum for CAS
Claim Consultant - High Exposure & Litigated Claims
The Hartford
09.2010 - 04.2014
- A member of the "Lit Plus" team responsible for injury claims with up to $1,000,000 in exposure
- Negotiating settlements in thirteen states including Kentucky, Michigan, and Missouri
- Investigating and settling personal and commercial lines cases
Staff Claims Service Adjuster - Litigation and Extra-Contractual Specialist
Allstate Insurance Company
03.2010 - 09.2010
- Responsible for conclusion of first party attorney represented casualty claims for Indiana and Ohio
- Specialized in extra-contractual claims involving allegations of bad faith
- Partnered with house counsel and outside defense firms to resolve claims in a cost-effective manner
Casualty Claims Specialist II - Attorney Negotiator
Nationwide Mutual Insurance Company
01.2007 - 02.2010
- Investigated, evaluated, and negotiated attorney represented and litigated injury cases for Indiana.
- Settled high complexity, high reserve injury cases
- Worked closely with defense counsel and claims leadership to properly reserve and evaluate cases
- Consistently exceeded expectations and took on additional responsibilities including mentoring other associates, providing technical training on systems and processes, and performing file quality reviews to assess performance trends in the region
Casualty Claims Manager
Nationwide Mutual Insurance Company
07.2005 - 01.2007
- Supervised an eight-person team including four non-injury casualty and four medical payment claim associates.
- Improved year-end 2005 team scores for Same Day Contact from 40% to 55% and Customer Satisfaction from 8.12 to 8.54 within first six months
- Managed workflow improvement, salary planning and administration, training and development, hiring and placement, performance management, event support, and disciplinary actions
- Measured performance and developed individual training/action plans to drive improvement
Quality Claims Specialist
Nationwide Mutual Insurance Company
07.2004 - 07.2005
- Operated as a technical and training resource in the review and analysis of claim file quality.
- Conducted open and closed file reviews to determine skill adequacy and lost cost opportunity
- Compiled and analyzed regional results and presented them to the Director and Claim Managers
- Accountable for planning, organizing, and conducting specialized training to address developmental needs
Multi-Line Claims Representative
Nationwide Mutual Insurance Company
06.1995 - 07.2004
- Investigated, evaluated, and negotiated all types of claims including auto, casualty, property, and commercial.
- Dedicated multi-line adjuster for the first two and a half years. Thereafter, specialized in individual areas including auto, property, casualty, and total loss.
- Assisted with the development and implementation of the first regional Total Loss Department in 2000
- Fire and Theft Specialist for Chicagoland while working as a field appraiser from 1998-2000
- Rewarded with Claims Person of the Year for the region in 1997 after less than two years experience
Education
Master of Business Administration (MBA) - Human Resources
Skills
Claims management proficiency
Strong organizational skills
Collaborative engagement
Clear communication strategies
Indemnity oversight
Process optimization strategies
Talent management
Organizational transformation
Strategic planning
Timeline
GL Claims Director – Western GL & Auto Litigation - The Hartford
09.2024 - Current
Auto Claims Manager – Western GL & Auto Litigation - The Hartford
05.2018 - 09.2024
Claims Supervisor – Western GL & Auto Litigation - The Hartford
01.2015 - 05.2018
Claims Supervisor – Centralized Auto Services (CAS) - The Hartford
04.2014 - 01.2015
Claim Consultant - High Exposure & Litigated Claims - The Hartford
09.2010 - 04.2014
Staff Claims Service Adjuster - Litigation and Extra-Contractual Specialist - Allstate Insurance Company
03.2010 - 09.2010
Casualty Claims Specialist II - Attorney Negotiator - Nationwide Mutual Insurance Company
01.2007 - 02.2010
Casualty Claims Manager - Nationwide Mutual Insurance Company
07.2005 - 01.2007
Quality Claims Specialist - Nationwide Mutual Insurance Company
07.2004 - 07.2005
Multi-Line Claims Representative - Nationwide Mutual Insurance Company
06.1995 - 07.2004
DeVry University - Master of Business Administration (MBA), Human Resources