"This industry has the broadest shoulders in the world and the economy of the free world rests on our shoulders," Paul Stachura, chief claims officer and head of global claims transformation for QBE North America told the audience at the 18th Annual America's Claims Event at the Gaylord National Resort on the outskirts of Washington, D.C.
In the opening keynote address, Stachura said claims professionals "need to honor, love and fight for the profession." He explained that every single interaction is an opportunity to represent the insurance industry.
Stachura outlined seven behaviors insurance professionals should exhibit:
- Create an ownership culture with your staff – there is no room for mediocrity in the organization; good claims people can handle a file, great people can handle it, get the pertinent information and get it to the right people; listen to and respect your staff.
- Align with your business partners – share information with them, it provides opportunities to tighten up gaps.
- Hold business partners and claims professionals accountable.
- Remember the customer and bring a servant's heart to the relationship – we exist for our customers, they have entrusted their livelihoods with us, it is our chance to shine.
- Build a relationship with regulators – it's unproductive to complain about the government. Use encounters as an opportunity to educate them and show them what else you are doing; be advocates for consumers.
- Project the nobility of the profession and humility – love your profession and it will show.
- Be open and transparent.
He also addressed the talent shortage in the industry. "We're having trouble attracting the younger generations to our profession; it isn't 'sexy,' but we can improve the reputation of the industry," said Stachura. "Tell them how much we give back to communities and tell them how much they can gain by joining this industry. We need to take their innovation and energy and combine it with our experience to create a dynamic partnership."
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