With over 27 years of Property and Casualty Insurance Claim Industry experience, she has held roles from field claim representative having started her career with State Farm Insurance Company in 1994 as a staff claim representative before moving to a mid-sized mutual carrier where she spent most of her career in various roles before moving to a small excess and surplus market carrier. She has successfully implemented and driven an Enterprise-wide internal field catastrophe claim strategy for a Fortune 500 mutual insurance company from pre-event planning to post event analysis utilizing analytics to drive planning and strategy from first notice of loss in-take, vendor partner management and CAT claim management through the end user process.
Within the E & S Market, she has led operational and strategic management of commercial transportation and commercial & personal property claims through developing and driving claim strategy on quality, best practices, standards, and guidelines, reserving practices, performance metrics, key performance indicators and CAT/large loss management. Diane has played integral parts in creating efficiency in workflows to better claim settlements through enhanced customer service and optimal processes. She is a leader in problem solving, developing and creating solutions in a more complex environment with multiple technologies and legacy systems, workflows, processes and procedures.
Having worked for Fortune 500 Mutual P & C carriers to a smaller niche, specialty market carrier, she has been involved in driving optimization of various product claim strategies across all enterprises. Through the utilization of data analytics and business intelligence, she has strengthened customer service, set performance standards, established key performance indicators and accountability measures while maintaining a high level of employee engagement.
For the last 5 years she has worked with various national and regional claim service companies helping claim leaders design, build, and execute strategies that align with client’s best practices and customer expectations. She is a performance-driven strategic leader and thoughtful coach adept at translating strategies into the tactical activities that foster a continuous claims improvement model. She looks for ways to exercise her passion for coaching, guiding, and mentoring future leaders, providing account management, leadership for TPA’s and claim services focused on a customer centric approach through engagement of people, processes, procedures, workflows and claim file management from intake to claim settlement. She believes we have an opportunity in our current market place to improve efficiency, operational strategies and the customer experience through driving the upgrade of technology platforms and taking a futuristic approach to the claim handling environment.