Category Archives: Publications

17th Annual ACE – America’s Claims Event!

Register Today for the MUST ATTEND educational and networking conference for the claims industry
17th Annual America’s Claims Event   June 19-21, 2013
Special Registration Offer Inside – Valid Until to May 31, 2013.

Registration Discount for Past Attendees of the Claims Education Conference
2013 America’s Claims Event in Austin, TX June 19-21, 2013,

Carl Van, President & CEO, International Insurance Institute, Inc. 

The Three Driving Factors for Improving Claims Employee Performance 

June 19, 2013
12:45pm – 1:25pm 

The truly exceptional performers distinguish themselves not by their abilities, but by how they view themselves and the world around them. Carl Van will explore how the key to motivating people is to inspire them to improve themselves. Once people are inspired to improve, they will do what is required to improve. Three specific areas of Claims Employee Performance will be presented, with suggestions on some things you can bring back to the office and start implementing right away.


Strategic Presentations & Tactical Sessions Designed to Give
You an Edge Addressing Your Claims Challenges.

Additional Presentations from:
— Allstate Insurance
— The Hanover Insurance Group, Inc.
— XL Group
— Swiss Re
— Nationwide Insurance
— MetLife
— Nationwide Insurance

>> See Complete List of Speakers

We have Every Angle of the Claims Process Covered with Expertise
The 17th Annual America’s Claims Event is the ONLY industry event where senior managers, practitioners & experts involved with claims operations can get the insight they need to implement effective and tactical strategies for their claims handling process. More than 400 professionals and decision-makers from mid-size to large Fortune 500 companies attend the event to engage in idea exchanging and peer-to-peer learning. Attendees gain deep insight from the experts and obtain unparalleled access to proven solutions to confront their operational challenges. 

SAVE UP TO $100 ON YOUR CONFERENCE REGISTRATION This offer expire on  5/31/13 and you must mention the discount code below when registering:
VAN1 individual registration

discount code included

>> Click here for fee schedule

Call: 800-831-8333

Note: This discounts may only be applied to new attendee registrations and cannot be combined with other offers. The discount is off of the prevailing registration rate.

Join the 2013 ACE LinkedIn Group
America’s Claims Event and Claims Magazine have partnered to create a new LinkedIn group for Claims Professionals. This group, hosted by Claims magazine, brings together individuals in the P&C insurance claims profession.Join this group today to read pre-conference interviews with speakers, get sneak-peaks into ACE conference sessions, and begin networking with attendees before arriving at the event.STRATEGIES AND TATICAL INTELLIGENCE YOU CAN IMMEDIATELY EMPLOY

  • Make better business decisions with accurate information from industry experts
  • Realize attainable goals with streamlined operations: learn how to maximize employee productivity and adapt to market trends
  • Department control: manage operations through sophisticated workflow and data-decision solutions
  • Improved customer and agent relations: easy-to-implement changes can make a significant difference on resolution time of claims


  • The growing talent problem; tackling recruitment, retention, competencies & organizational knowledge transfer across claims
  • Organizational branding & Market PR; harnessing the power of new & developing media to engage the client base
  • Engaging & communicating with the Customer base
  • The latest in Fraud Prevention, Preparedness & Mitigation

Copyright 2013. All Rights Reserved. Privacy Policy
5081 Olympic Boulevard Erlanger, KY 41018

It’s Soup Time! Get your fall weather going with BOSTON “CLAIM” CHOWDER!

Boston “Claim” Chowder

Have a lot of work to do, do you? Just too many claims running across your desk these days?  No matter how many you handle, there’s more coming, isn’t there?
Well, try a dish where you won’t mind having too many “claims”. This delicious “claim” chowder will make you forget about all those claims piled up on your desk. In fact, for every “claim” you add to this chowder, that’s one more claim you can forget about.
Sure, “Claims” are slimy and ugly, but in this chowder, they will go down smoother than a disabled claimant caught playing basketball on a surveillance video.


  • 3 (6.5 ounce) cans minced “claims”
  • 1 and 1/2 cup diced celery
  • 2 and 1/4 cups red cubed potatoes
  • 1 cup minced onion
  • 1 cup carrots
  • 3/4 cup butter
  • 1 quart of half-and-half cream
  • 3/4 cup all-purpose flour22
  • 2 tablespoons red wine vinegar
  • 1 and 1/2 teaspoons salt
  • Ground black pepper to taste


Drain the juice from the “claims” into a large skillet over the onions, celery, potatoes and carrots. Add enough water to cover the mixture, and cook over medium heat until tender.  Meanwhile, in a large saucepan, melt the butter over medium heat. Whisk in the flour until it is smooth.  Next, whisk in the cream and stir constantly until the mixture is thick and smooth.  Then stir in the vegetables and “claim” juice. Heat through, but do not let it boil. Stir in the “claims” just before serving.  If they cook too much they get tough. When the “claims” are heated through, stir in the vinegar, and season the mixture with some salt and pepper.

From the Claims Cookbook by Carl Van and Laura Wimsatt

Are you an Awesome Employee?

Carl Van Featured on Michigan in Motion!

Hosts Tiffany Dowling and Taylor Kelsaw of the show Michigan in Motion discuss with Carl Van topics from his latest book “The Eight Characteristics of the Awesome Employee”.  Hear the show on the podcast from the Michigan Business Network .



It’s TORT TUESDAY! Chicken TORTellini is on the menu!

Chicken TORTellini

Your legal department let you down?  Did they back down AGAIN just as trial was starting with some “new” information?  Were your insureds on the wrong side of every liability issue today?  Were you threatened with just one too many lawsuits than you care to endure?  Then its time to treat yourself to the only dish guaranteed to fend off responsibility better than Johnny Cochran on a clear day.

That’s right.  One bowl of our special chickenTORTellini and all your troubles will slip away faster than an attorney heading for the golf course.


1 cup chicken breast meat, diced
1 tablespoon butter
2/3 cup carrots
1 cup celery, diced
1 cup onion, diced
3 chicken bouillon cubes
5 and 1/2 cups water
1tablespoon parsley, chopped
1/8 teaspoon ground thyme
1/4 teaspoon garlic powder
Salt and pepper
1/2 lb Tortellini, cooked

In a 3 quart saucepan, melt the butter. Next, add the carrots and sauté them for 2-3 minutes. Then add the chicken and cook it for 5 minutes until the chicken is cooked through. Add the celery and onions and cook for 4-5 minutes more.  Dissolve the bouillon cubes in water and add the broth to the soup along with the remaining ingredients except for the tortellini. Simmer the ingredients until all of the vegetables are tender. Add the salt and pepper to your liking and then lastly, add the tortellini and cook it until the tortellini is tender.

From the Claims Cookbook by Carl Van and Laura Wimsatt

The Eight Characteristics of The Awesome Employee by Carl Van!

The Eight Characteristics of The Awesome Employee

Hardcover $24.95

Or click here for the Kindle version


GRETNA, LA—Pelican Publishing Company is proud to announce the release of The Eight Characteristics of the Awesome Employee, written by Carl Van.

Van will have readers looking for the awesomeness they have within themselves to renovate and rejuvenate performance in any job by incorporating his eight simple characteristics: attitude, time management, interpersonal skills, continuing education, customer service/empathy, desire for excellence, teamwork, andinitiative. The difference between a good and an awesome employee isn’t the individual’s talent, intelligence, educational background, or job knowledge; it is attitude. His often humorous, real-world examples steer the reader along the path to becoming more productive, more satisfied, and more successful in any job.

Discover the route to utilizing attitude to renovate and rejuvenate your performance in any job. Your transformation to awesomeness can be achieved by incorporating Carl Van’s eight simple characteristics into your daily performance:

  • Attitude
  • time management
  • interpersonal skills
  • continuing education
  • customer service/empathy
  • desire for excellence
  • teamwork
  • initiative

By using Can’s straightforward road map to success, driven by easy-to-understand examples of performance issues, you can develop these eight keys to becoming the employee you were meant to be. Each section focuses on one general characteristics and provides on-the-job examples that will lead the way, including quotes from popular songs for the journey of your career.

Carl Van is a poplular keynote speaker and opening presenter at claims conferences in the United States and Canada. He is the author of more than seventy-five technical and soft skills training workshops. He has dedicated his life to studying how people think and interact and has developed classes and programs to improve the success of individuals as well as business groups.

“A few years ago I published a trade book entitled, The 8 Characteristics of the Adjuster. After some encouragement by a couple of publishers to rewrite the book for the general public, I finally did and expanded upon the original.

The new book, The Eight Characteristics of the Awesome Employee, is about as long as the original adjuster book, and is written directly for employees as opposed to those at the management level.”  -Carl Van

7th Annual Claims Education Conference MAY 8-11, 2012


Claims Education Magazine SPRING 2012!

Check out the new SPRING 2012 Claims Education Magazine Issue!

Click Here to go to

Download the full issue PDF »

Check out the articles in this issue:

Training Talk

Feature Story
Ambassadors in the Field

Feature Story
Conference Comes Full Circle

News Brief

Above all else: There is Attitude

Ring in the New Year with a New Attitude!

“We must be the change we want to see.” – M.K. Gandhi

This is the first of an eight-part series from Carl Van’s popular book: The 8 Characteristics of the Awesome Adjuster. This first segment outlines one of those characteristics.

Oceans of words have been published on the subject of positive attitude. The overriding theme in my book is that the best adjusters are people who look for the positive in every situation.

1. Overworking is an opportunity to demonstrate work ethic.

2. Making mistakes is an opportunity to learn something new.

3. Being asked to do more than anyone else is an outward expression that someone thinks more of you than anyone else.

Awesome adjusters don’t get bent out of shape, they question the status quo. They always have a suggestion for improvement when they express a concern and they look for ways to make something work, rather than searching for why it won’t.

To that end, start by looking for the opportunity:

1. Decide what is important to you.

2. Make sure it is something you can reasonably achieve.

3. Give yourself a taste.

The secret is giving yourself a taste. Stay away from the Imagine This technique. Pretend you already have achieved what you want. If you want to be a person who people respect because of your positive attitude, then act as if you already are that person. The better you envision your goal, the more your attitude will become it. Another positive technique is to practice rephrasing the actions you consider negative.

Here is the exercise. See if you can reword comments to point out the positive. Keep in mind all of the comments are completely valid. But see if you can change them around just a little so they seem positive instead of negative. If you can, you are ahead of the game.




I have too much work. I have job security.
My manager gives me all the difficult files. My manager trusts me to handle the difficult files.
Customers are always complaining. Customers need my help.
If this job was easier, I’d like it better. If this job was easier, the company would hire someone less talented.
No one helps me unless I ask for it. I’m left alone to do my job.
One little mistake could cost the company thousands. I have a job that is important. My company trusts my decisions.
The only time I see my supervisor is when I make a mistake. My supervisor lets me do my job.
I am required to attend conferences and review them in office meetings. I am trusted to interpret important information and help train others.
The insured are so needy; I wish they would leave me alone. If they so weren’t so needy, anyone could do this job.
I’m the only one in my office with any experience. I am relied upon in my office because of my experience.

During my days as a claims manager, I was in my boss’s office, bitching, whining and complaining. Finally, after seven minutes or so, I finally stopped. He looked at me for a few seconds and said, “Carl, are you finished? Because I want to remind you of something: You asked for this job, remember? You sat in this very office and went into detail about how tough this job was going to be and why you were the only person I should select. Twenty-two people applied for this job and you got it. I saw something in you I didn’t see in anybody else.”

“If you want an easy job, go to McDonald’s where a little buzzer goes off when the fries are done. But before you leave my office, let me remind you of something. You got something 21 other people didn’t get. You got the chance to prove you could do this job. No one else even got the chance.”

Somehow, my boss recognized that all of the extra hard work I was going to have to do was my opportunity to prove that he was right for hiring me in the first place. That all of that hard work was my opportunity to show I was the right person for the job.

Somehow my attitude had gotten turned around and I found myself looking for the wrong things. The key was knowing how to recognize an opportunity when it is there.

If you spend just one week pretending you already have what you want and rewording every negative comment you say or hear, I promise you will see an immediate change in your attitude toward your responsibilities.

You can be stressed out that you have too much work or you can be relieved you don’t have job security concerns. Just keep in mind, that either way, it is a choice you make.

Awesome adjusters know that having a positive attitude is nothing more than deciding they have it. They know that once you allow yourself a taste of positive attitude, job satisfaction will go up and your stress levels will go down.

Then, if you like the way that tastes, go ahead and indulge. Keep eating up that positive attitude. Don’t worry; positive attitude is the ultimate diet. High on energy, with no fat and no carbs!

For more on attitude from Carl Van check out his book

Attitude, Ability & the 80-20 Rule

Dealing With Impatient People!

During the Holiday season shopping, keep in mind the wrong way and the right way of dealing with impatient people.  Happy Holidays to all!

Living The Brand!

Here’s a recent article from Claims Education Magazine.  Check out other great articles at

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