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But the pandemic affected more than just the number of claims. Most of these claims were anticipated to come from healthcare workers and first responders, but there have been some exceptions. As a result, they were not working and therefore were not in a situation to experience a workplace injury. Years in the industry 12 Fast fact Marr is a founding member of the Insurance Careers Movement, which brings together 1, organizations in 30 countries to inspire young people to explore a career in insurance.

What trends have you observed? Upon retrospective audits, insurers may need to return a significant amount of premium. Ultimately, carriers may not have a real-world view of how their books stand right now. Employing better use of data analytics can help them obtain an aggregate, realtime view of risk. We found that new submissions were down significantly in some industries like arts, hospitality and public administration.

Other industries, such as mining, manufacturing and technology, were more naturally insulated from pandemic impacts. Renewal rates, however, have held steady, possibly because shopping for insurance was not a priority amid other pandemic-related concerns. Investment yields are at all-time lows, while expense ratios continue to climb. This requires heightened focus on underwriting excellence. More than ever, carriers need to select the right risks and adequately price for them.

They must also look to lower expense ratios and encourage new business without having to manually touch policies where possible. Predictive analytics can help insurers achieve more precision in scoring, triaging and pricing risk for new and renewal business.

Likewise, straight-through processing is critical to achieving efficiency at the point of quote and winning business. New forms of thirdparty data embedded into the workflow for better decisioning are absolutely essential. Ultimately, this is not the time to press pause on your underwriting investments and strategy.

There are real and tangible ways to put data analytics to work that will give insurers an edge in — and be better prepared for whatever is next.

Keeping construction safer with technology As risks evolve for the construction industry, technology can mitigate some common dangers. Construction is one of the riskiest industries in the US, according to the Bureau of Labor Statistics, with multiple safety hazards for workers.

Factors such as poor job-site conditions, improperly maintained equipment and inadequate safety training can lead to accidents. It can be tough for construction companies to adapt to this ever-changing risk landscape, but technology can help both contractors and their insurers control costs. For example, some companies are using water sensors to detect leaks or wearable sensors to mitigate work-site damages and injuries.

The pandemic has further accelerated the use of technology to keep workers safe. Zywave, a leading provider of cloud-based sales management, client delivery, content and analytics solutions for the insurance industry, has inked a deal to acquire Insurance Technologies Corporation ITC , which provides agency management software, comparative rating and quoting tools, and marketing automation solutions for more than 9, insurance agencies and carriers.

Tackling the hurdles of online insurance sales What are the main challenges of convincing clients to buy insurance online? From taxes and payroll to payments and HR, business owners have embraced technology to improve their lives.

CoverWallet focuses on small businesses. What unique insurance needs do they have? In the US alone, there are 30 million small businesses.

Smaller businesses historically were being treated the same as larger ones, and we saw there was an opportunity to drastically change that experience with technology, data science and UX design. Brokerslink has launched Space B IPA, a dedicated international insurance program management platform designed to help Brokerslink brokers in more than countries manage and deliver structured and compliant international and cross-border programs.

Developed with Swiss Re Corporate Solutions, Space B IPA allows brokers to aggregate and consolidate all types of risk and insurance information, including policies, premiums, deductibles, and coverages, as well as risk assessment and management details.

At CoverWallet, we have a team of licensed agents who are able to work productively with the help of technology. While many customers go through the end-to-end experience online without ever speaking with someone, our team of agents also guides businesses through the process to answer any questions or assist along the way.

In , we started to hear from independent agents who were interested in accessing our platform. There are 30, insurance agencies in the US, and the majority of commercial insurance is distributed through agents. By providing them with our technology, they are able to efficiently work with smaller customers, and their customers also benefit from a faster and more efficient experience when it comes to commercial insurance.

Do you think the pandemic will ultimately convince the insurance industry to move business entirely online? The pandemic has accelerated the shift to online business. Out of necessity, more businesses are looking for digital ways to accomplish what they need.

Insurance is very complex. While there are significant opportunities to enhance the industry with technology, data science, design, automation, etc. With the new feature, notes on NAIC financial statements reporting can be completed inside the software, eliminating the need to enter data in a separate document.

The feature also includes a hierarchical view of notes and sub-notes and allows more than one user to work on the notes component simultaneously. Sicard tells IBA about the value proposition that made it all happen. The leftover sector was insurance, but Sicard quickly found out how much he enjoyed it — so much so that after his time at McKinsey, he became COO for North America and a member of the Global Executive Council at Willis now known as.

Willis Towers Watson , which at the time was focused on combining different entities across geographies, post-mergers. In , he was contacted about an opportunity at USI, which was going through similar challenges to Willis. As an acquirer of agencies, USI had many silos to break down that would transform the.

Leading a transformation The next 13 years saw a massive overhaul of the brokerage. As the company grew — eventually quadrupling in size — its workforce also expanded. Sicard learned at a young age the importance of paying it forward, and he established a workplace that has been recognized in the insurance industry as one where employees can thrive. New data source influencers are emerging in the insurance industry, with the hope of providing the most comprehensive and accurate assessment of a property.

Many times, data is generated during the reinsurance process. One normal path for the data flow of a reinsurer begins with pricing. The goal is to analyze the risk and develop pricing estimates, so a complete understanding of the property risk exposure of a cedant portfolio is important for both reinsurers and primary carriers to adequately price and negotiate risk. With property imagery, insurers now have a virtual way to closely view personal or commercial property and can easily validate property characteristics without leaving their desks.

For customers, this makes doing business easier, as they no longer have to answer a seemingly endless list of questions. For underwriters and agents, this means increased efficiency at point of sale. For instance, owners might optimistically overestimate the roof condition, or brokers might offer their best estimate for the total square. Advanced imagery-based data producers are making it more efficient to determine the condition and characteristics of a roof and accurately state square footage and many other features to allow underwriters to accurately price the risk.

Inspecting a roof is a time-consuming and potentially dangerous endeavor, so insurance adjusters are increasingly using imaging. Innovation: Are they persistently investing in research and development to add new attributes that were never available in the industry?

For example, can they provide the height of a nearby tree and its distance from the property? Confidence: How accurate are the attributes? Are they measured based on 2D or 3D images? Can they provide attributes like the number of floors and total volume? How accurate are they in stating square footage for a property? Relevance: Can they make accurate damage assessment data available to the claims team post-event?

How frequently can they provide updates to the property attributes? Can the claims team assess any roof damage — in the form of missing shingles or the presence of tarp on the roof — based on the updates? Cost effectiveness: Can they provide data for thousands of properties for a reasonable cost? Personal and commercial property insurers are finding it increasingly important to use accurate, newly produced attributes for their property risks. They are rapidly making such data an essential part of their workflows and decision-making.

The land-. Insurers are increasingly competing based on internal and external sources of data. Thus, it is also important for carriers to stay up to date on known attributes and strive to obtain new attributes as they become available. In general, data producers should be evaluated based on four dimensions. Only innovation-driven data producers that have advantages in multiple dimensions can create win-win scenarios for carriers.

Upendra Belhe is president of Belhe Analytics Advisory, which helps businesses drive outcomes through data-driven insights. Guy Attar is co-founder and executive chairman of GEOX Innovations, a provider of property data for the insurance and real estate industries. The 42 standout specialist brokers on the following pages have been chosen by their agent partners and colleagues based on their insights and expertise, which they use to help retail agents and their clients acquire the coverage they need.

Along with brokering deals, he is known for leading seminars as a keynote speaker and participating in numerous cyber-focused panels. I never lose the desire to learn and share my knowledge with colleagues and clients. With offices from coast to coast, its brokers have in-depth marketplace knowledge in every territory nationwide. John Cleary has specialized in real estate casualty insurance for 15 years. We want our insureds to be involved in the placement and in risk-taking.

We believe this is a key factor in managing risk. Clients are drawn to his proven track record, giving him a consistent flow of potential new business every day. To maintain the competitiveness of his operations, Bernstein concentrates on communication and service. And I routinely provide coverage comparison and marketing materials to assist with closing the sale. This past year, the company generated revenue in the seven figures and premium in the eight figures and is on pace to continue significant growth in Matthew Romano began his career as a flood consultant in the real estate industry.

He then delved into the wholesale side of the insurance business, where flood placements were mostly controlled by the National Flood Insurance Program NFIP , which he found to be inefficient and costly. This gave me the ability to educate the field and help them provide their insureds coverage that filled in gaps left by the NFIP. He also helps his clients limit exposure by assisting with modifying building designs for high-hazard areas.

Her expertise lies in finding customized. Very seldom do you find folks out there who spend all day, every day focusing on cyber. Rachel Salter started her career in Louisiana in the catastrophe-exposed property market; for more than a decade, she has specialized in personal insurance with a concentration on coastal. CAT-exposed property risks. After graduating from the insurance and risk management program at Olivet College, Craig Carpenter entered the insurance industry in with All Risks, which became part of Ryan Specialty Group in He soon developed a specialty in residential and commercial construction insurance placements, including annual, project-specific and wrap-up programs.

Each account has unique attributes and requires a substantial amount of technical expertise to recognize the exposures and protect the insured from potential loss. I also made it my goal to visit as many remediation projects [as possible] to see firsthand how the engineering was being applied in real-world situations.

Chris Dockery began his insurance career in with Marsh, where he gained experience in manufacturing and life sciences on both national accounts and middle-market brokerage teams. Seeing the potential for rapid growth in the environmental sector, Dockery gravitated toward it, developing complex programs for construction, manufacturing and real estate clients.

Today, he and his colleagues deliver comprehensive environmental exposure and coverage analysis. For a broker to succeed as a specialist, it is vital that their entire team is committed. I am very grateful to be surrounded by client-focused, dedicated environmental specialists. In , Blackford was tapped to oversee the West Coast region, specializing in construction, product and excess liability placements.

We believe in the power of marginal gains and understand that achieving great success is a consistent series of small wins. I try to strive to find a solution for every account that comes in the door.

In addition to placing all risk coverage, she concentrates on stand-alone flood coverage and terrorism and active shooter coverage. She has established herself in the industry as a trusted expert in these classes. Nadler has spent her entire career in the property brokerage department at RPS. Her book has grown in each of her 11 years at RPS, often by double-digit percentages. I strongly believe that in order to best serve my clients, I have to have an expertise in coverage, and I like helping to win an account on coverage, not just price.

With more than 25 years of experience as a wholesale broker, Paul Nowak works with clients throughout the US and Canada. Fifteen years ago, he discovered that the healthcare management liability sector was consistently searching for creative solutions and decided to dedicate himself to this area. Since then, Nowak has been very successful in delivering innovative solutions for complex placements.

He has cultivated strong partnerships with leading. In doing so, he has earned a reputation among his clients as a forward-looking strategist who consistently challenges the underwriting community to create cutting-edge policies that meet evolving business needs. In , he moved to Los Angeles to join Hiscox, then headed to Beazley two years later as a territory manager. Swain joined the CRC team in and currently leads the cyber practice for the Los Angeles executive professional team, bringing exceptional market access, service, risk analysis and coverage focus to retail insurance partners, empowering them with the confidence to outsource professional placements.

Well versed in the vocabulary and terminology of the industry, they communicate well with clients, underwriters and markets alike. We know what markets are able to write what business and at what rates and levels, enabling us to present the best coverage and pricing available. She fights for renewals with ample coverage and competitive pricing, working in sync with her clients and often knowing what coverage they need before they do.

His expertise includes construction-related professional liability insurance, environmental liability. He has helped businesses address emerging concerns such as building information modeling, indoor air quality, and sustainable design and construction. And he conducts seminars on topics including integrated. Olson has two decades of industry experience and is known for being strategic and thoughtful in all he does.

He demonstrates his expertise by building successful company brokering models, proactively identifying coverage improvement opportunities for clients, working closely with carriers to develop forms and proprietary amendatory endorsements for policies, and conducting in-depth market research to support counsel.

Everyone has experienced various difficulties in their work; however, I believe a thoughtful approach to creating a win is the rewarding outcome. We see the whole field and try to remain ahead of the curve, and with this, we have. The company made Inc. Prior to these positions, he spent five years at Chubb and wrote the original first- and third-party cyber policy in the industry in Flanagan believes his hands-on, personal approach is vitally important to creating lasting relationships.

I relied on our company clout, broad market access, brokerage expertise and exceptional service to provide the competitive edge we needed to win over those new agency relationships.

Chelsea Bergen entered the insurance industry on the underwriting side. After 10 years, she wanted to try something different while continuing to build her expertise in the inland marine space.

Four years later, I continue to build out our inland marine and ocean marine book of business while adding members to our team and teaching them about the marine specialty.

It has been extremely satisfying to work within the same discipline that I started with on the underwriting side, but now being on a different end of the negotiations. Much of the hard-to-place business will be reviewed by several layers of management on the carrier side. If you can address major concerns from the beginning, you have a much better opportunity to start a dialogue around how we can place the risk versus the reasons why the markets want to decline.

More than 20 years ago, Greg Steinman began his career as an environmental scientist, performing remedial investigations to identify and eliminate sources of pollutants and hazards affecting the environment and overall health of the population. He used his field experience as a technical foundation to launch his career in environmental insurance at AIG Environmental, where he served as an underwriter and risk analyst.

From there, he worked as a broker and then as a wholesale environmental insurance specialist. Currently, at Synapse Services, Steinman collaborates with retail brokers and their insureds to determine risk strategies for environmental, construction and professional risks.

Canaan Crouch has more than 20 years of experience in the environmental consulting and insurance industries. Paul Companies in San Francisco. Paul Companies at the job fair at Santa Clara University. Paul, Saavedra worked as a broker at CRC for 12 years. In her current role as a professional and management liability wholesale broker, she considers herself a partner to her retail agents, always looking out for their interests. Crouch left AIG to take a position at ACE now Chubb as a senior underwriter and was later promoted to regional manager, in charge of the environmental underwriting operations for the Western region.

In addition to his experience in risk management with a building products firm, Hubbard has spent more than 25 years as an environmental underwriter, manager or broker, concentrating primarily on complex risk and high-hazard operations.

It was great — a giant coverage jigsaw puzzle — and I was hooked. When AIG gave me the opportunity to learn the specialty as an underwriter, I jumped at the chance and have loved it ever since. He also has extensive experience with brownfield redevelopment, hospitality and real estate portfolios, and other heavy industries such as foundries, metal plating, and chemical manufacturing. Steve Robinson has served as the national cyber practice leader at Risk Placement Services RPS since , leading product development, marketing and educational efforts related to the placement of cyber risk insurance throughout the US.

RPS was among the first wholesale brokerages to specialize in cyber risk insurance. In , the firm revolutionized the cyber insurance procurement process with its award-winning RPSSmallBusiness.

This innovation, coupled with the expertise of a large national cyber brokerage practice, has enabled RPS to. Call Us Today to Get Started! Matthew Carpenter has specialized in product recall insurance for the past nine years. Shapiro began his career at AIG in , starting as an intern and. Carpenter and his team take frequent misunderstandings as an opportunity to educate prospective clients about the high severity of the risk and the financial benefits a product recall policy can provide.

They also review current product recall placements to gain insight into coverage gaps and find opportunities for improvement. Others may have some product recall focus, but they are doing other things, too. After more than a decade of service to AIG, Shapiro realized his favorite aspect of the insurance industry was making deals and working directly with clients, prompting him to move from underwriting to the brokering side.

We are extremely collaborative and full of knowledge across all executive liability lines of coverage. I had to leverage my relationships with the carriers, finance companies and agents to keep their policies active and in good standing. She began her career as a standard lines underwriter nearly 40 years ago; while working for AIG and CNA, she racked up experience in admitted package markets and monoline casualty insurance.

After transitioning to a large multiline wholesaler as a marketing representative, Zaveri wanted to make a bigger impact with agency partners. She worked with top producers in construction, hospitality and real estate to learn the ropes and became a producer in During that time, he has expanded the program into all 50 US states and has added offerings such as benefits, surety, k and personal lines. In the four years Smith has been with the company, both his business portfolio and the Chicago office have grown exponentially.

Overall, Smith has more than 25 years of brokerage experience. His business portfolio has a casualty emphasis on construction, real estate, heavy wheels and product liability.

And he is passionate about delivering a superior customer experience to his clients through a team-based approach.

Alicia Calhoun has been a stalwart in the insurance industry for more than 22 years, with experience divided equally between independent retail and wholesale insurance. Calhoun began her insurance career in with an independent agent in Manchester, New Hampshire.

Now a senior vice president and broker at XPT Specialty, she is tasked with growing a new book of business in the oil and gas arena. Despite a new and difficult landscape, Calhoun is well on her way to repeating her past successes. Not every quote is created equal. It has yielded credibility, trust and, most importantly, integrity with my industry partners and peers. Call Center Representative. Senior Service Associate. Inbound Call Center Representative.

Salary Satisfaction. Health Care. Dental Insurance. Vision Insurance. Life Insurance. Paid Time Off. Stock Options. Hermosillo, Son. Monterrey, N. Where does one begin. First there is mandatory over time for all new employees that recruiting will not tell you about. The first 5 weeks are fine but know that not every trainer will give you the info you need to be successful.

Upper management will try and make you believe that they care but the honest truth is they hire anyone with a pulse. Then tbay hits for 7 weeks. Management will hire you to move up quickly to give the illusion that there is opportunity but in reality for most this will not be the case. Pay for refering a friend to come and work is hit or miss and many people spend months trying to get the money and give up or get termed before they see it.

Some people don't even get paid properly in the first 5 weeks. The only saving grace here is the people. There are some really strong people here who can make this place successful but right now for every step forward they take They either shoot themselves in the foot or simply take 2 back. The idea of the company getting better with new management is a good one, the problem is that you still have the same management in place so new company or not, things won't get better the way it's run right now.

God knows that call centers operate the same way and they are not very successful because as insanity says. Try doing the same thing over and over expecting different results is crazy.

I am very disappoint Very stressful! Customers were horrible, mean, threatening and want everything you cant give them. All they care about here is passing surveys which is like the lottery because its uncontrollable with the horrible customers you get. Nothing is based off your true customer service and how you try to go above and Beyond for the customer.

Management is horrible they are never on the phones themselves so after youve been there awhile you know more than them and they have no idea what they are talking about if you ask them a question so they make up something to tell the customer that is incorrect. They are very rude too, if you raise your hand too much or ask too many questions they are very sarcastic and dont want to help so you will not want to get clarification after awhile which makes you fail more surveys.

A lot of the managers stand around talking or will walk by you when you had your hand up for 20 minutes with your customer on hold if you need something like a credit but then you'll get in trouble later for the bad survey or long call. Theres just no winning. Even the operation managers were so rude and discouraging and wouldn't help without laughing and being sarcastic.

I worked hard here for 2 years never got a raise once. Pretty discouraging when you make the same amount as someone just walking in. You had to do 5 hours extra a week. I worked the shift so i had to stay till at night or come in on my day off and the Pros One hour lunch, paid time off. Cons Everything else.

I worked there for 4 years. I can say the only good part about this job is the other employees my peers. This was the most stressful job I have ever had.

When you walk in the door every day you don't know what your walking into which is crazy because the job is repetitive. When you do an excellent job with customers there is no recognition but if you make one mistake you find yourself with a write up. The management is horrible, supervisors walk around using vulgar language. You find yourself knowing more about the job than your manager.

The training is poor. Upper management is in the same building they themselves come to work when they feel like it. They also borrow money from employees and buy drugs from employees. Not only buy them but are clearly on the drugs during the work day. Upper management says they have an open door policy, but when you are reaching out for help whether with work life or home life, it takes weeks maybe months to get a meeting with them sometimes never getting one at all.

People usually give up and quit. The work environment is completely unprofessional and unorganized. You often don't know if your coming or going because management has no sense of communication. I would never refer my family or friends to work at this place. There is a lot of overtime available but you have to constantly argue over your pay check because your never paid for all of it and you usually give up on that because its almost never corrected, if your not debating over Pros Pay check when its not incorrect.

During my class room training for the first 5 weeks my trainer was excellent. During the next 7 weeks of hands on training my supervisor was very helpful however not all scenarios were covered. Very few people make it out of training into production. However I feel this company does not value there employees and this is evident with the lack of floor support once in production. At one point I had my hand up for 15 minutes waiting for a supervisor to assist with a complicated customer issue.

The supervisors saw me with my hand up but ignored me. I understand that they also have other responsibilities to attend to however a resolution was needed for the customer. This is basically a job to gain experience and then leave. Currently another company acquired Conduent and who knows what the current job environment will turn out to be once they completely take over. Currently searching for employment elsewhere.

Pros Health benefits, k, dental. Cons Unprofessional work environment at times. The day starts off with taking calls most of the time policies change and we have no clue about it until a customer calls. Many of them are in relationships with agents and trainers. I guess it is ok because they need to pass in order to go to the other side.

There are times when my bad was up for over 30 mins and the supervisors were too busy talking about weed sales. The lack of leadership is scary. I asked an operations manager about a credit that a customer was told that they would get I had to explain it for about 20 mins.

The place smells like weed all the time. The policies and procedures are selectively enforced. If they like you they will keep you around and promote you. There are a lot of people that can not read, write and talk properly that are managers. This is the worstest place I have ever worked. One supervisor told me that she gets paid as much as the agents so she is not doing her job.

I guess that what management wants and looks for. I feels sorry for the people that really need that job because it will be over soon. Pros The paycheck. Cons The paycheck is always wrong, nobody does anything to help you. When you are first hired there is a 12 week training period.

The first 5 weeks were great! Our classroom trainer was excellent. She was very knowledgeable. The crosschecks were a joke.

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