Charry is the Claims Director for Surplus & Specialty Claims at Crum & Forster, a well-known provider of specialty and standard insurance solutions in the U.S. In her role, she oversees claims processes for the company's surplus and specialty lines, which often involve distinct and complex insurance claims that require tailored solutions outside of standard coverage.
Insights about Current Responsibilities
My day typically involves reviewing files, attending meetings with my superiors and adjusters, and discussing reserves and strategies for resolving claims. I also assign claims to my adjusters and review reports to ensure we're on track to meet our goals. If we fall short in any area, I step in to provide coaching and identify opportunities areas for improvement.
The Road to Leadership: From Customer Service to Claims Director
I began my career in 1999, starting in a customer service center where I handled first reports and ensured they were assigned to adjusters for claim processing. After that, I transitioned into a material damage adjuster role, focusing solely on property damage claims—collision and property damage not involving injuries.
Following that, I took on full responsibility for claims, managing them from start to finish. This included taking the initial report, handling the claim, resolving it, issuing subrogation and crediting the payment back to the file once received. Later, I moved into handling personal injury protection (PIP) claims, still within the auto department.
Never stop learning and never stop networking. Education and relationships are the twin pillars of career growth, opening doors and creating opportunities you never expected
From there, I shifted to bodily injury claims, also in auto, before transitioning into general liability bodily injury claims. In this role, I advanced from adjuster to senior adjuster, then to litigation adjuster and eventually unit manager. Now, I’m a claims director in the general liability and specialty insurance field.
The Rise of Nuclear Verdicts: A Challenge for Claims Management
The rise of nuclear verdicts is alarming, with juries delivering massive and often unpredictable awards. This shift in jury behavior is distorting the litigation landscape, making it harder to predict outcomes based on traditional legal principles. Some juries are driven by emotion, leading to skyrocketing damages.
The Response to Unpredictable Verdicts
A clear trend we're observing is the increasing emphasis on resolving claims before they reach trial. Historically, only a small fraction of claims proceeded to trial and that number has now declined even further.
We also meet more frequently to discuss strategy, involving a wider range of stakeholders in these discussions. This shift mirrors a broader industry trend to safeguard against extreme financial exposure.
AI and the Future of Claims: What’s Next?
The integration of artificial intelligence (AI) into the claims industry is already transforming processes. As AI continues to advance, it will be fascinating to watch how these innovations shape underwriting, claims handling, fraud detection and customer service. Carriers are increasingly leveraging AI to improve decision-making speed and accuracy, optimize operational efficiency and enhance the overall customer experience. The potential of AI to revolutionize industry standards, reduce costs and mitigate risks presents exciting opportunities for growth and transformation in the sector and this evolution is only beginning to unfold.
Advice for Senior Leaders and Upcoming Professionals
My advice boils down to two key points—never stop learning and never stop networking. When it comes to learning, I encourage anyone who hasn't completed a degree or formal education to pursue it, whether through night school or other avenues. There are many valuable professional designations within the industry like AIC and CPCU. I strongly recommend pursuing these credentials. They’ve been instrumental in my own career growth.
When I started out in customer service, I didn’t have a college degree, but I attended night school, earned my degree and since then have added several designations to my name, including my AIC, INS and CPCU. Currently, I’m working towards my AIC in management. My advice is to always be curious—if you don’t understand something, take the initiative to learn it. Be proactive in teaching yourself as much as possible. If there's something you don't fully grasp, seek out someone who can help clarify the concept, enhancing your overall knowledge and making you a well-rounded professional in the insurance industry.
As for networking, it’s essential to build and maintain relationships. You never know who might be the key to your next opportunity. Take every chance to meet people in the industry, connect with them and keep those connections active. Networking can open doors you never expected.
