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The 2017 CLAIMS EDUCATION CONFERENCE Brochure is NOW available!

The 2017 CLAIMS EDUCATION CONFERENCE Presented by American Educational Institute, International Insurance Institute and Society of Claim Law Associates.

The conference where AEI designees are recognized for their achievements


Click Here To Download the 2017 Claims Education Conference Brochure2017 Claims Education Conference Brochure


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

Claims Education Conference merges with SCLA Annual Claims Conference!

The Claims Education Conference, presented by International Insurance Institute (III), is thrilled to announce it is merging with The SCLA Annual Claims Conference presented  by American Educational Institute (AEI) and the Society of Claim Law Associates (SCLA).

The new combined conference will be held at the DoubleTree Resort by Hilton, Paradise Valley – Scottsdale, Arizona, November 7-9, 2013.
The training staff at III will be providing claims skills training, while SCLA experts will provide the claims law seminars traditionally presented at the SCLA Conference. All past attendees and supporters of the Claims Education Conference usually held in May are now encouraged to join us in Scottsdale this November.

The new SCLA Claims Conference will include:
  • Claims law seminars presented by leading technical and legal experts
  • Claims skills seminars presented by International Insurance Institute
  • Vendor Exhibition Hall
  • AEI Designation Conferment Ceremony
  • Networking opportunities with other claims professionals
The merger of these two conferences will provide value-added services to all attendees. The educational program at the SCLA Claims Conference will now be a complementary blend of both technical and general claims training. Attendees can sharpen their general claims skills, increase their claims law knowledge, and become better claims professionals.

REGISTRATION: Registration materials, including fees, hotel information, and a description of the educational seminars will be available on or about February 28, 2013. For more information now, contact an SCLA representative at (908) 766-5920, Monday through Friday, 9:00 am to 5:00 pm, ET or visit their website

Claims Education Magazine Winter 2012 Is Available Now!



Download the full issue PDF »

Articles in this issue: Individual article links to come shortly

Training Talk

Feature Story
He’s a Claims Man

Feature Story
The Claims World Loses One of Its Best: Mike Noakes

News Brief

Claims Education Magazine® is wholly owned and published by International Insurance Institute, Inc.
Since our first publication of Claims Education Magazine® in 2005, we have grown to over 37,000 recipients.
For all 37,000 subscribers, an e-mail announcement is sent directly to them, letting them know the current and prior editions can be viewed online at this website (
Downloading any full issue or any part of Claims Education Magazine is free at all times.
There is also a link on this web site where anyone who requests it can receive the printed version of the Claims Education Magazine.
For editorial questions or contributions, contact Karla Alcerro at For advertising, contact Carl Van at
A special thanks to all of our customers who helped to make Claims Education Magazine so successful.

Blended Learning

Different Platforms

Not too long ago the topic of blended learning came up as a topic that should be discussed in this blog. Specifically the topics of what platforms to consider to get the point across and how to measure effectiveness of the platforms. At a SITE (Society of Insurance Trainers and Educators) Conference that I attended and spoke at this year I covered the topic of blended learning. Covered in the talk were the advantages of blended learning, the different tools and strategies that can be used, along with how to manage the different tools and many other ideas To see all of the ideas take a look at the handout on the International Insurance Institute website. Let me know what you think. What are some way that you incorporate blended learning into your work? What platforms do you use? Do you find that some platforms are better than others? Anything you have to say about blended learning we would love to hear.

What Qualitites Do You Need to Have Good Customer Satisfaction?

Recently a chart explaining the difference between customer advocacy factors and customer satisfaction factors from the Peppers and Rogers Group landed in my e-mail. Upon inspection of the chart, I found that there was some very valuable information worth sharing that every customer service professional needs to know.

The chart explains that in order to have great customer satisfaction there are some factors that have to be provided by the customer service professional. These factors are being competent, be exceptional at handling issues, knowledgeable, and be available for the customer whenever they need them.

To tie this back to the world of claims, first and foremost claims professionals have to be knowledgeable in their field before they are able to provide good service to anyone. Continuing education classes and keeping up with relevant insurance news are just some ways to stay educated and provide better information in turn. After that, claims professionals need to know how to be empathetic and patient with their customers in order to handle the issues in the best way possible. Listening is the key when it comes to understanding followed then by reacting to the situation. The other important factor to keep in mind is that while working in any customer service field, especially in claims, you need to be available for your clients at any time they need you. No, this does not mean that you always need to have your phone next to you to take calls but it does mean that you need to get back to every client in a reasonable amount of time. Show your customer that you do have time for them and that you are going to help them in the best and most efficient way possible.

The chart also shows what factors are most needed to gain customer advocacy. Click on the chart to enlarge and tell me what you think.

Social Media and Insurance Meet

Not too long ago I realized that social media was not just something for kids to keep in touch with each other or for young start-up businesses to first reach their target audience with and something worth being involved in. Social media is now something that has to be done in every business in order to stay relevant and ahead of the competition. This goes for the claims industry as well.

Jump On Board

An article recently published by Karen Furtado in Property Casualty 360 said that 80% of insurers are monitoring social media and strategically planning around them. Insurers are using social media to not only keep in touch with their contacts but to also learn from them, grow their business, and also protect their business. We, as an industry, should know that the customer is what makes our business. If they feel that they are not getting the treatment and service that they expect then they now have the power to express their dissatisfaction to others in the span of a couple of minutes through using social media. By being a part of social media we can monitor the bad and the good opinions and make changes to better suit our customers.

Social Media Meets Customer Service

With that being said, we have to remember that our business is about customer service. Customer service should take place in the field as well as in our social media components. Take a look at the article Karen Furtado wrote and see if you agree.

People Always Ask Me

As President of International Insurance Institute, I receive requests (at least 3 times a year) from companies in the U.S. to help them set up claims handling operations outside of the U.S. (usually in India).

Even Kids are Outsourcing

The goal of these companies is to handle claims for the U.S. customers but lower the expense dramatically by using inexpensive labor.

If you think about it, anything that can be handled by internet and telephone these days can be handled anywhere in the world, so I understand the lure to set up such operations in order to reduce a companies largest expense which is typically personnel. Sure, they will start with the easy stuff like glass loss, but they’re going to work their way up to the harder stuff.

Whenever I receive these calls, I always decline (I’m not interested in helping move jobs out of the United States, thank you very much!). But you know what, If I don’t do it somebody else will. And from what I understand this is already happening.

The push towards customer service in the claims industry is not only the concern of the companies themselves, but should also be the concern of the employees within them. The ability to deliver truly outstanding customer service has a direct connection to job security. Once someone outside of the U.S. can deliver customer service “almost” as good as we can, we can kiss our jobs goodbye since the cost of that labor is 1/4 the cost of our labor.

All of us in the claims industry need to be completely focused on customer experience and be much, much better than our low cost competition.

These are just my thoughts on the subject but I would love to know yours. Do you agree, disagree? Looking forward to hearing your your thoughts.

New Article

I recently wrote an article called “Oh Her? She’s New: A Lesson in Attitude and Performance.” The article talks about how having a good attitude can help you have a better performance at work. I’m very excited about the article and I hope y’all like it after reading it. I’ll post all the locations of the article as I get them but for now, enjoy reading it on


Also, I’m giving an interview on the article today for VOWS, a bridal magazine, and I’m really looking forward to it. I’ll keep you updated for when that article comes out as well. Hope you enjoy reading the article and let me know what you think about it.

What Makes a Great Manager?

The 8 Characteristics of the Awesome Adjuster available on

In the claims world, and in every profession where managers are used, there are many things that a manager can do to inspire their staff to greatness. I have written about this topic as it relates to the claims world and came up with 8 characteristics of a good adjuster. I believe that a good adjuster should have the correct attitude, desire for excellence, show initiative, use teamwork, provide great customer service and empathy, be great at time management, continue their education, and have strong interpersonal skills.

I was recently turned on to a podcast entitled “How to Inspire Your Staff to Greatness” and found the tips very informational and something that,when taken with my characteristics, will make managers even more effective. The podcast can be found here but I am going to list the 10 points made for you to read in case you don’t have time to listen to the entire thing.

The 10 points are as followed:

1) Adopt the mindset that you want to be more than just the average supervisor or manager

2) Model exemplary behavior

3) Keep your rules and regulations as simple as you can

4) Remove obstacles for employees, contractors, potential clients, etc

5) Find out how the people you are involved with learn the best

6) Make it safe for people to take reasonable risks

7) Help them to find their passion

8 ) Frame everything using motivational language

9) Create a memorable experience for your employees

10) Develop a culture of trust

What are your thoughts on the podcast? Do you think that the points relate to mine? What are some things that you feel make an adjuster better? I’d love to hear your feedback.

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