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Columbus, OH-based Nationwide Insurance announced in October that Mark Pizzi was assuming the role of president for the company, effective immediately. Claims’ Eric Gilkey nabbed an interview with Pizzi in order to find out how his 31-year background and previous roles at Nationwide would influence his company’s claim department, the importance of the Golden Rule, and of course, the iPhone.

You began your career as an underwriter. Based on that experience, how do you view the relationship between underwriting and claims?

I see claims and underwriting as having a symbiotic relationship. While in most companies, claims and underwriting speak to each other only when the need arises, the real power is found in a continuous loop of communication and subsequent action.

A great claim organization understands its claims at a macro and micro level and cycles their analysis back through the company — usually via underwriting — regarding anything from improved underwriting techniques to policy changes. This then works the other way, as well.

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