Vicki Bailey
Arlington
Summary
Highly motivated business professional with over 26 years of technical claims handling experience in both personal auto and commercial environments.
Overview
26
26
years of professional experience
Work History
Transporation Unit Manager
NARS
04.2023 - 06.2025
- Managed a team of 5 transportation adjusters who handled PD, APD, BI and BI litigated files.
- Evaluated employee performance quarterly and yearly to discuss professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
- Ensured compliance with regulations and best claims practices through monthly file audits of all adjusters, weekly 1:1s with each adjuster and weekly unit meetings.
- Managed the After Hours Shift to make sure there was 24/7 coverage for escalated claims.
- Attended monthly and/or quarterly reviews with Clients.
Front Line BI Claims Manager
Superior Risk Management
07.2021 - 04.2023
- Responsible for leading a team of 11 commercial adjusters housed in Texas, Georgia and California
- Maintain and send a weekly Monday report of Front-Line BI assignments to ensure files are assigned based on licensing requirements and disbursed evenly among the team members; report also outlines the percentage of attorney files received as well as files that are received from the PD department
- Approve authority requests for reserving and settlement for Expense and Indemnity up to adjuster’s authority/reserve limit; this includes a file review to ensure that coverage and liability are clear and that the damages and facts match the request
- Ensure that claim processes are meeting and compliant with Best Practices
- Review all liability and coverage denial letters
- Create monthly coaching summaries and document behaviors; delivered face-to-face or over the phone for remote staff
- Partner with HR on performance issues
- Review adjuster’s last note activity for compliance of procedures in order to drive quality, performance and closures/settlements
- Review manager’s last note activity report to maintain timely involvement in files
- Manage demand calendar for positive traction and activity of demands
- Onboarding new hires
- Manage attendance
- Conduct team meetings and team outings to ensure engagement
- $100k authority per indemnity feature; $25k authority per expense feature
Field Claims Manager
QEO Insurance
01.2020 - 07.2021
- Responsible for leading a team of 6 commercial field adjusters housed in Texas and Louisiana
- Reviewed all coverage denial and liability denial requests
- Gave additional authority on files when needed
- Performed periodic claim file reviews
- $180k overall authority
Field Claims Specialist
QEO Insurance
05.2018 - 01.2020
- Investigated/cleared coverage on commercial policies
- Met unrepresented claimants face-to-face in order to settle BI claims
- Wrote repair estimates on all personal autos, as well as settled total losses in the field
- Prepared and sent subrogation demands to at-fault carriers
- $80k overall authority
Bodily Injury Claim Representative II
AmTrust Group
11.2017 - 05.2018
- Reviewed policy in conjunction with the loss facts and claim investigation to evaluate and determine the applicability of coverage for the claim
- Completed quality investigations either directly or through field investigators by obtaining recorded statements and interviews from the insured, claimant and witnesses, as well as gather other investigation documents, i.e., police reports, forensic investigation reports from experts, scene photos, vehicle photos, etc.
- Conducted and complete a thorough analysis of liability and evaluation of plaintiff injuries
- Documented reports, discussions, action plans and decision points
- Pro-active litigation management
- Handled all negotiations with plaintiff attorneys as well as un-represented claimants
Level II Supervisor
ASA Claim Services
01.2016 - 11.2017
- Responsible for leading a team of 5 - 6 bodily injury adjusters in a non-standard environment on both attorney represented and non-attorney represented cases
- Provided coaching and feedback regarding investigation, negotiations, and evaluations in order to resolve claims fairly and accurately
- Reviewed BPR reports daily and distribute to adjusters based on their file needs
- Approved claim payments
- Reviewed all legal documentation prior to administering to the assigned adjuster
- Administered weekly and monthly Scorecards to the adjuster in order to provide immediate feedback on metrics
Level II Injury Adjuster
ASA Claim Services
10.2015 - 01.2016
- Provided high quality claim handling in a non-standard environment on all assigned claims
- Timely coverage analysis and communication to all involved parties
- Investigated each claim through prompt contact with appropriate parties such as policyholders, accounts, claimants, law enforcement agencies, witnesses, agents, medical providers and technical experts to determine the extent of liability, damages, and contribution potential.
- Verified the nature and extent of injury or property damage by obtaining and reviewing appropriate records and damages documentation
- Kept effective diary management system to ensure that all claims were handled timely
- Negotiated disposition of claims with policyholders and claimants or their legal representatives
Outside Claims Representative, Auto Liability
Travelers Insurance
01.2013 - 12.2013
- Interim Supervisor when needed
- Provided high quality Face-to-Face claim handling and superior customer service on assigned claims, while engaging in indemnity and expense management
- Timely coverage analysis and communication with insured based on application of policy information, facts or allegations of each case
- Investigated each claim through prompt contact with appropriate parties such as policyholders, accounts, claimants, law enforcement agencies, witnesses, agents, medical providers and technical experts to determine the extent of liability, damages, and contribution potential; took necessary statements.
Inside Claims Representative, Auto Liability
Travelers Insurance
06.2012 - 01.2013
- Interim Supervisor when needed
- Provided high quality claim handling and superior customer service on assigned injury claims for commercial and personal auto policies, while engaging in indemnity and expense management
- Timely coverage analysis and communication with insured based on application of policy information, facts or allegations of each case
- Investigated each claim through prompt contact with appropriate parties such as policyholders, accounts, claimants, law enforcement agencies, witnesses, agents, medical providers and technical experts to determine the extent of liability, damages, and contribution potential. Take necessary statements.
- Identified resources for specific activities required to properly investigate claims such as Subrogation, Risk Control, nurse consultants, and fire or fraud investigators and to other experts
- Verified the nature and extent of injury or property damage by obtaining and reviewing appropriate records and damages documentation
- Kept effective diary management system to ensure that all claims were handled timely. At required time intervals, evaluated liability and damages exposure, and established proper indemnity and expense reserves.
- Negotiated disposition of claims with policyholders and claimants or their legal representatives. Recognized and implemented alternate means of resolution.
- Provided quality customer service and ensured file quality.
- Shared accountability with business partners to achieve and sustain quality results.
Senior Subrogation Associate – Arbitration Specialist
Nationwide Insurance
10.2005 - 04.2012
- Responsible for prompt and proper evaluation of potential arbitration claims within delegated authority
- Maintained productivity levels - filed 75 to 85 applicant arbitrations monthly
- Recovered in excess of 1 million dollars via arbitration filings in 2011
- Interim Subrogation Manager whenever Subrogation Claims Manager was out of the office; provided authority on claims being settled for less than 100%; determined whether claims should be settled via further subrogation efforts vs. arbitration filings
- Technical and training resource to casualty partners and recovery representatives
- Volunteer arbitration panelist for Arbitrations Forums, Inc.
- Communicated with policyholders, witnesses, attorneys, underwriters, claims and other parties to obtain/provide necessary information for recovery activities
- Provided excellent customer services via communications with policyholders for prompt return of applicable deductibles and/or out-of-pocket expenses
- Process Review Committee – Member
- Subrogation Advisory Board – Member
Master Claims Associate
Nationwide Insurance
10.2003 - 10.2005
- Negotiated and resolved higher severity injury claims via face-to-face contact
- Determined what coverage(s) applied to specific claims
- Applied best claims practices to investigate, evaluate, negotiate and equitably settle assigned bodily injury claims in accordance with company guidelines
Senior Claims Associate
Nationwide Insurance
05.1999 - 10.2003
- Investigated, negotiated and resolved liability property damage claims over the telephone and applied best claims practices to an equitable conclusion
- Promoted to Bodily Injury adjuster in February 2001
Education
Bachelor of Science Degree - Health Care Administration
Florida A&M University
Tallahassee, FLSkills
- Personnel Management
- Technical Claims Handling
- Customer Service
- Experience in Personal and Commercial Auto
Timeline
Transporation Unit Manager
NARS
04.2023 - 06.2025
Front Line BI Claims Manager
Superior Risk Management
07.2021 - 04.2023
Field Claims Manager
QEO Insurance
01.2020 - 07.2021
Field Claims Specialist
QEO Insurance
05.2018 - 01.2020
Bodily Injury Claim Representative II
AmTrust Group
11.2017 - 05.2018
Level II Supervisor
ASA Claim Services
01.2016 - 11.2017
Level II Injury Adjuster
ASA Claim Services
10.2015 - 01.2016
Outside Claims Representative, Auto Liability
Travelers Insurance
01.2013 - 12.2013
Inside Claims Representative, Auto Liability
Travelers Insurance
06.2012 - 01.2013
Senior Subrogation Associate – Arbitration Specialist
Nationwide Insurance
10.2005 - 04.2012
Master Claims Associate
Nationwide Insurance
10.2003 - 10.2005
Senior Claims Associate
Nationwide Insurance
05.1999 - 10.2003
Bachelor of Science Degree - Health Care Administration
Florida A&M University
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