Interactive panel: How carriers can drive quality as they grow
Original Air Date: Wednesday, July 22
Time: 1:00 – 2:00 p.m. Eastern
Join Athenium Analytics and QA leaders from three insurance carriers for an interactive panel on how insurers can drive quality as they grow. The discussion is hosted by Christina Guzman (QA account manager) and Mike Bennett (VP, sales). Christina and Mike will moderate a session about the challenges and opportunities insurers face when evolving their claims QA programs. The panel includes Robert Young (Berkley One), Kate Townley (Verus Underwriting Managers) and Kirstin Tibbot (Mutual of Enumclaw).
The group will share how they have worked to evolve their own claims quality programs and provide useful tips on how you can drive quality in your own organization. If you’re interested in improving claims quality at your own organization—especially at a regional, specialty or mid-sized carrier—then don’t miss our upcoming webinar. Discussion topics include:
- How to create baselines and benchmarks for your program
- Where should QA fit within the organization as a whole?
- Who should be involved in the auditing process?
- What data is needed for a successful QA program?
- How can you drive process improvement using QA results?
Learn from other insurance carriers who are actively working to evolve and automate their own QA programs.
About the panelists
Robert Young
Robert Young has been working in the insurance industry for 31 years and is currently the assistant vice president of auto and recreational marine at Berkley One. Berkley One is part of the W.R. Berkley Corporation family of companies and provides coverage to high-net-worth individuals across home, auto, liability, flood and travel.
Kirstin Tibbot
Kirstin Tibbot is a senior quality assurance specialist at Mutual of Enumclaw and has been working in the insurance industry for over 30 years. Mutual of Enumclaw provides coverage in seven states, including products for individuals, families, farms and businesses through local, independent agents. Encumclaw is nationally-recognized for its claims service and has received an A’ (prime) stability rating from Demotech.
Kate Townley
Kate Townley has been working in the insurance industry since 2012 and at Verus Underwriting Managers since 2016. Her background prior to insurance is consumer electronics repair and sales and customer service. In her role as senior claims analyst and support lead, she provides technical support and system administration services to the claims team, as well as report building and claim support. She also performs monthly data uploads for QA reviews and provides ongoing support to supervisors in the use of the teamthink Envoy.
Mike Bennett
Mike is the vice president of sales at Athenium Analytics. In his time with the company, he has worked closely with the product and tech teams to shape the direction of current and future products; spent time in business development to help spearhead the growth of Athenium Analytics into new industries including construction; and managed strategic accounts of the company’s largest customers and investors. In his current role, Mike collaborates with industry partners to identify ways in which Athenium Analytics can provide solutions to their precise needs. A graduate of Cornell University, Mike’s background is in meteorology and data.
Christina Guzman
Christina Guzman is an insurance QA account manager at Athenium Analytics where she works with some of the largest national and international carriers on implementing and enhancing their quality assurance programs. Before joining Athenium Analytics in 2019, Christina spent over 23 years in the insurance industry, working in claims and quality assurance for a range of national, regional and specialty carriers. Christina is a graduate of the University of Texas, San Antonio and provides a unique perspective as both an insurance QA account manager and a former client.
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