Leading with Empathy in Casualty Claims Management

A seasoned claims manager at Munich Re Specialty, Paul began his career in Property and Casualty Insurance Claims at Royal Insurance (today, Royal & Sun Alliance or ‘RSA’). After working there for 13 years, Paul joined Chubb where he was promoted to Claim Manager. He worked there for 22 years before joining Munich Re Specialty-North America in 2023, where he mentors, trains and guides the new generation in the world of insurance claims.

When I started my Insurance Claims career in 1988, I was known as ‘the kid,’ because at the time I was the youngest adjuster in the office. As a young adjuster, I relied heavily upon the advice and guidance of my peers who had spent decades in claims. They are probably the most valuable source of learning and development in claims, so please take advantage of their technical advice and expertise. I also quickly learned that this is a career that you can really only master by jumping into it, and learning as you go along. Don’t be afraid to make mistakes. You are being paid to make decisions, and those decisions will come from experience and from making mistakes. As long as you learn from them and don’t make the same mistakes repeatedly, you too will have a long and successful career in claims. And if you are fortunate enough to work for carriers which recognize and reward your success as I have, you will quickly be promoted up the claims ladder.

I interviewed dozens of college and law school graduates for claims positions over the years. I always tell them that a claims examiner has many different roles. We are lawyers, doctors, nurses, auto body mechanics, investigators, evaluators, negotiators, financial planners and writers. We have to have excellent multi-tasking and desk management skills and phone etiquette. We have to be both sympathetic and empathetic to claimants who are going through a very stressful claim where they could have lost a loved one or had a child mauled by a Pit Bull. And we must be professional at all times, even though we are the target of negative commercials by the Plaintiff’s Bar which demonizes us and advertise on television that they “Eat insurance companies for breakfast.”

"I remember very well what it was like to be on the front lines, handling claims, and the stress that accompanies it. So, I promised myself when I first became a claim manager over ten years ago that I would treat the people on my team with the same dignity and respect that I would expect."

Sound like fun? It is. Granted, it’s not for everyone, but there’s never a dull moment; and it certainly is challenging and rewarding, especially when you fund a Structured Settlement for a child that will fund his college education and then some. We get a bad rep from the Plaintiffs bar, but I have always been guided by the golden rule in casualty claims: to handle all claims with honesty and integrity; to treat people with dignity, empathy and respect; and to pay those claims for which our insureds are found to be legally liable and defend those claims for which they are not. It’s that simple.

A claims career can be very stressful. There are always new claims coming in. For every claim you close, it seems like you receive two new claims. My first claims manager always said, “When you’re up to your neck in alligators, it’s hard to remember you’re trying to drain the swamp.” That pretty much sums up claims. Look at each new claim as a blank canvas. The insurance company wants you to paint a Picasso on each canvas, but they’re only going to give you enough time to complete a finger painting. It’s up to you to determine which claims are the Picasso’s.” And the Picasso’s, of course, are always the more complex claims which will cost the most to resolve, because they will always get the attention of senior management (not that the finger paintings don’t matter, but sometimes finger paintings suffice).

After over 22 years at Chubb, I joined Munich Re Specialty-North America in November, 2023. At this point in my career, I genuinely believe that it is now my responsibility to be a mentor, trainer, and coach; to inspire the new generation of “kids” who embark on a career in claims. I am very encouraged by the young people I have interviewed and hired over the years. Nothing makes me prouder than to see the next generation learn, develop and move up in their careers, just as I did. I remember very well what it was like to be on the front lines, handling claims, and the stress that accompanies it. So, I promised myself when I first became a claim manager over ten years ago that I would treat the people on my team with the same dignity and respect that I would expect. I would be mindful of just how challenging the job can be. I am always willing to roll up my sleeves and pitch-in to ensure their success. I promised my team that I would always be there to answer their questions. And if I don’t have the answers, we will find them TOGETHER.

One last piece of advice and probably the most important: I cannot stress enough that you must develop and maintain a sense of humor in this business. You cannot ever take things personally and you must develop a very thick skin. If it wasn’t for my sense of humor, I would never have lasted this long. This has been the most vital part of my survival in casualty claims and it literally permeates our entire team (just ask anyone who has ever reported to me). “You must laugh, or you’ll cry,” said one of my colleagues in my early career. How right she was. And never, ever claim to have all the answers, because none of us do. But collectively, we ALL do. And always remain humble and open to learning.

Casualty Claims has been a great career for me for over 37 years now. This kid has indeed come a long way. And yet, I still have the same hunger and the same drive as that very first day I began my claims career back in 1988. Each day is a new adventure and an opportunity to learn, develop and take on new challenges together.

For those up for the challenge, I highly recommend a career in Casualty Claims.