Zurich Claims
ZURICH
CLAIMS
Deep knowledge as diverse as the Programs customers we serve
UNDERSTANDING AND EMBRACING THE DIVERSITY OF PROGRAMS CUSTOMERS IS WHAT MAKES ZURICH’S CLAIMS ORGANIZATION SO EFFECTIVE.
We have a designated Claims team in Omaha, Nebraska, that handles the Program liability claims. This team includes Claims Manager Dan Gallagher and specialists Debbie Anderson, Jayson Alder, Bryan Buckholdt, Kelly Jackson, Val Jacobsen, Karla Starman, Amy Williams and Tara Wordekemper. Their deep knowledge in Program claims is invaluable. We also have Sr. Claims Service Executive Kelly Salvatore, who works with PAs to identify distinct Claims service requirements; develop and implement a claims handling strategy; set up, monitor and ensure special claim handling guidelines are followed; and provide the necessary loss runs.
The team also gets involved early in the process and provides valuable input on defining the coverage language and consistency of coverage issues. “Getting involved in policy discussions as early as possible enables our Claims specialists to set expectations and establish relationships with a customer’s stakeholders prior to the fi ling of a claim,” Gallagher explains. “This allows the team to build a relationship and to build unique workflows that help ensure exceptional service throughout a customer’s relationship with Zurich.”
Zurich’s Claims team partners with sales and underwriting to onboard new accounts and establish a seamless claims process. “We are very lucky to work with excellent underwriters, and we’re lucky to have them close. They are a very important part of our larger Zurich team, and our collaboration with them makes the experience better for our PAs and for our customers,” Gallagher says.
Zurich continuously looks for ways to capitalize on the depth and breadth of knowledge among its Claims specialists. Because of the diverse nature of Programs accounts, coverages are tailored and unique. Programs Claims specialists need to be adept at a wide range of coverage options.
“In addition to the depth of experience our Claims specialists already possess, we’re fortunate to be able to share our knowledge across our entire team,” Buckholdt explains. “When one of our team members encounters an obscure coverage feature or policy language, or when we sit in on Claims calls, we quickly share that knowledge and discuss the impact it might have or the approach we should be taking. This knowledge-sharing ensures we are well prepared when servicing other accounts.”
Another important point of collaboration is new accounts. “When we have a new account or are working with a new broker, we strongly encourage our underwriters to introduce Claims to the account early,” says Gallagher. “This allows us to establish the relationship and make things clear and easy for them. We let them know very early on who to contact or where to go. Often, new brokers are very appreciative of having early communication with Claims, then the onboarding and Claims reporting processes go much more smoothly for them.”
“Zurich’s Claims team is a valuable partner to SUITELIFE® Underwriting Managers,” says Janet Wright, Director of Risk Management for SUITELIFE Underwriting Managers. “We have formed a close relationship with the team. Kelly Salvatore, our account manager, provides oversight on our account servicing side. We speak multiple times a week, if not daily. Kelly is quick to respond and assists us with
implementing service instructions on our accounts, formatting our program and individual insured loss runs, setting up claims reviews, and directing us to adjusters when we have questions on claims, just to name a few.
“Kelly goes above and beyond to meet our needs and has assisted with many projects to make our program more efficient,” Wright explains. “Dan Gallagher and his team work to adjust claims fairly and swiftly for our insureds. Our questions are answered promptly and adjusters are always willing to jump on a call to review specific claims. This is critical, as it allows us to maintain our exemplary customer service for our insureds.”
Communication is always a priority. In any relationship, when things are challenging, it’s important to communicate, set expectations and eliminate surprises. Zurich’s Claims
specialists meet with PAs and underwriters on a regular basis to identify issues and share ideas that can help risk managers. For example, our Claims specialists emphasize the importance of early claim reporting.
“Even if the customer is not certain whether an incident will result in a claim, we strongly encourage them to report it,” says Gallagher. “We then begin the work of securing information – such as video, for example – or we determine whether to obtain an inspection.
These tools help ensure events are documented and can provide clarity, should an incident result in a claim.”
A delay in reporting claims can lead to greater exposure for the customer because records can disappear and people might recall things differently – or not at all.
“The Zurich Claims team is reliable, professional and treats all of our requests with a sense of urgency,” Wright says. “Our adjusters have long-term knowledge of our program and our insureds, and this knowledge is apparent. We greatly value our relationship with the Zurich Claims team, and they are part of what makes our program so successful. We couldn’t ask for a better group of people to represent SUITELIFE and our insureds.”
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