Effective claim training is a fundamental driver to overall business success. Even in a lagging economy, it is crucial not to scrimp on educational initiatives. University of Farmers is national in scope and offers comprehensive training to Farmers' 15,000 agents, 500 district managers, and 10,000 claim staff year-round. Appointed as the university's vice president of claim training earlier this year, Mr. Cuffe oversees the certification and career development of the company's most treasured assets. Claims' Christina Bramlet spoke with Mr. Cuffe to learn more about the transferable concepts the learning organization employs to nurture productive, happy claim professionals.
What is your training philosophy for claim professionals of all levels?
In our values-based, performance-driven learning organization, we believe that everyone on the claim team is both student and teacher. To that end, we expect everyone, from top leadership to entry-level claim representatives, to use sound educational strategies that drive both individual and business performance. Our yearly performance development plans help identify the skills we should develop to do our jobs better today, as well as the skills we'll each need to advance tomorrow.
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