Three industry leaders were recognized for their leadership andcontributions to the insurance industry and service to theirpolicyholders at the America’s Claims Event (ACE) on June 21 inCharlotte, N.C.

Sedgwick, a global provider of technology-enabled riskand benefits solutions, received the ACE/Claims Magazine/LexisNexisTrailblazer Award, recognizing an insurance claims or carrierorganization that has made significant contributions to the claimsindustry by introducing new products or innovations to improve theclaims process for insurers and policyholders.

Sedgwick created and implemented a business model that uses itsdata to identify workers’ compensation claims that could exceed$50,000 in total incurred costs, allowing the claims team to applythe resources necessary to ensure the best experience for anemployee.

The company also created a model to identify claims that couldreach the $100,000 mark, giving the claims unit time to triagecomplex claims to reduce the impact before it becomes too severe.In addition, Sedgwick utilizes nurse resources in workers’compensation claims to positively impact an injured employee’soverall outcome.

“Every year more than 15,000 Sedgwick colleagues take careof the needs of more than 2.6 million people who had somethingunexpected happen. Whether they have a workplace injury, need timeaway for the birth of a child, experience a medical situation thatwill lead to time off, are in an auto accident, or suffer propertydamage, we are here to let them know that it’s going to be ok,"said Sedgwick Group President, Bob Peterson.

"Our decision optimization platform allows us to offer industryperspective and guidance, prescribe and automate the next steps tobe taken on a claim, and direct resources appropriately to provideexceptional care and service. Sedgwick is pleased to acceptthe Trailblazer Award and we are grateful to be a part of the ACEconference. We sincerely appreciate this honor andrecognition.”

Michelle Bjarnson of Generali Global Assistance's travel insurancedivision, previously CSA Travel Protection, was recognizedwith the ACE/Claims Magazine Customer Champion Award, honoring aclaims professional who has gone above and beyond to serve theircustomers and provide a seamless, supportive experience. Bjarnsoncreated a new role for the claims and customer service departmentsknown as the Voice of the Customer. She is the company’s preeminentcustomer champion and works with the claims team and supervisors toensure that the company has exhausted every avenue possible toresolve any issues or complaints.

“I’m honored to win this prestigious award and proud to becalled the Voice of the Customer,” said Bjarnson, Voice of theCustomer and senior technical specialist. “I love advocating forour business partners and consumers in the travel protectionindustry. Customer advocacy is such an important role that everycompany needs because you can see the rewards of your contributionsat every level. That’s more impactful and positive than I evercould have imagined possible.”

Pictured left to right: Patti Harman, editor-in-chief ofClaims magazine; Frank Cesario, director, auto claims verticalsolutions insurance for LexisNexis Risk Solutions; BobPeterson, group president, Sedgwick Claims Management Services,Inc.; Brandon Kay, claims supervisor, Generali Global Assistance'stravel insurance division, previously CSA Travel Protection; JonLevin, group events director, ALM. (Photo: Daniel GrayPhotography)

The ACE/Claims Magazine Claims Luminary of the Year is BrandonKay, who is also with Generali Global Assistance's travel division.Kay is a claims supervisor who has spent the past two yearsonboarding claims new hires while successfully leading severalteams to meet and exceed their business goals.

He also implemented auto-adjudication for the claims department,allowing more than 15,000 claims to be resolved within an averagespan of 48 hours, reducing customer wait time for resolution andpayment. Kay was also instrumental in leading a pilot programwithin the company that focused on giving more authority andautonomy to claims handlers.

“I’m extremely grateful to have won this esteemed award. Seizingevery opportunity and finding the best ways to help customers is awonderful thing,” shared Kay. “I can’t thank the claims team atGenerali enough for all of its hard work and dedication toimproving the customer experience. This was definitely a teameffort, and I look forward to continuing to improve our customerrelationships and their experience working with Generali.”

The innovations implemented by each of these companies and theirstaffs have had a major impact on how insurance claims are handledthroughout the industry, improving the processes and level ofservice for policyholders industrywide.