“This industry has the broadest shoulders in the world and theeconomy of the free world rests on our shoulders,” Paul Stachura,chief claims officer and head of global claims transformation forQBE North America told the audience at the 18^th AnnualAmerica's Claims Event at the Gaylord National Resort on theoutskirts of Washington, D.C.

In the opening keynote address, Stachura said claimsprofessionals “need to honor, love and fight for the profession.”He explained that every single interaction is an opportunity torepresent the insurance industry.

Stachura outlined seven behaviors insurance professionals shouldexhibit:

1. Create an ownership culture with your staff – there is no roomfor mediocrity in the organization; good claims people can handle afile, great people can handle it, get the pertinent information andget it to the right people; listen to and respect your staff.
2. Align with your business partners – share information withthem, it provides opportunities to tighten up gaps.
3. Hold business partners and claims professionalsaccountable.
4. Remember the customer and bring a servant's heart to therelationship – we exist for our customers, they have entrustedtheir livelihoods with us, it is our chance to shine.
5. Build a relationship with regulators – it's unproductive tocomplain about the government. Use encounters as an opportunity toeducate them and show them what else you are doing; be advocatesfor consumers.
6. Project the nobility of the profession and humility – love yourprofession and it will show.
7. Be open and transparent.

He also addressed the talent shortage in the industry. “We'rehaving trouble attracting the younger generations to ourprofession; it isn't 'sexy,' but we can improve the reputation ofthe industry,” said Stachura. “Tell them how much we give back tocommunities and tell them how much they can gain by joining thisindustry. We need to take their innovation and energy and combineit with our experience to create a dynamic partnership.”

Since joining QBE North America, Stachura has been meetingone-on-one with his claims professionals. “Listening is critical,”he advised. “You will get more information from them than aconsultant, and talking to them gives them access to leadership andan opportunity to share their ideas.”

He encouraged the audience to approach ideas with an open mind.“You don't have the answers to everything. Listen to your employeeand customers. Listen for the ideas that will make yourorganization better.”

In closing, Stachura shared three things he learned from hisgreatest mentors, his parents: listen and learn, respect others,and use common sense.