Insurance professionals are extraordinary people who are rarelyrecognized for their efforts. They meet policyholders during amajor crisis, investigate the incident and determine what aspectsare covered under the insured's policy. To say their jobs arechallenging would be an understatement, and yet they investcountless hours working to resolve these claims.

Last month at the America's Claims Event in Charlotte, N.C., werecognized two outstanding individuals and one leading-edge companyfor their contributions not only to their policyholders, but to theinsurance industry in general.

The ACE/Claims Magazine Customer Champion Award, recognizes aclaims professional who goes to extraordinary lengths to serve acompany's customers, was presented to Michelle Bjarnson of GeneraliGlobal Assistance's travel insurance division, previously CSATravel Protection, for creating the Voice of the Customer positionfor the claims and customer service departments. Bjarnson is thecompany's ultimate customer champion and works with the claims teamto exhaust every option available to resolve customer issues.

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Patricia L. Harman

Patricia L. Harman is the editor-in-chief of Claims magazine, a contributing editor to, and chairs the annual America's Claims Event (ACE), which focuses on providing claims professionals with cutting-edge education and networking opportunities. She covers auto, property & casualty, workers' compensation, fraud, risk and cybersecurity, and is a frequent speaker at insurance industry events. Contact her at [email protected]