Episodes
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This episode of In The Know features incoming 2025 CPCU President Sherry McFadden. Sherry recently retired from her position as Director of Enterprise Customer Care in Phoenix, AZ. Throughout her 34-year career with State Farm, she held various leadership roles in human resources, personal lines underwriting, and claims. Ms. McFadden has completed several insurance designations including CPCU, CLU, ChFC, and FLMI. She also holds a Master of Science degree in Human Resources from the University of North Florida and a Bachelor of Science degree in Economics from Tougaloo College, MS. Sherry has served as a member of the executive board of the CPCU Society Leadership Council. She held leadership roles as the past Mountain States governor, past president, and vice president of the AZ CPCU Chapter. She has also served as the current board chair of the Greater Phoenix Urban League, the Western Region Board Trustee with the National Urban League, a member of the National Urban League Council of Board Chairs, and president of her local chapter of the Alpha Kappa Alpha Sorority, Inc. Together with Chris Hampshire, Sherry highlights her progressive career roles and leadership experience, the opportunities that her CPCU designation has provided in her career, and her vision for the CPCU Society in the coming year.
Key Takeaways
Sherry’s path toward the role of 2025 CPCU President.
The analytical side of insurance has always appealed to Sherry.
Relocating seven times has offered challenges and rewards for Sherry’s career.
Major changes to the industry over the last three decades.
The importance of continuing education in Sherry’s career.
DEI is an integral part of attracting new talent to the insurance industry.
Sherry’s involvement in the CPCU Society started with a desire for career movement and a rewarding challenge.
As the 2025 CPCU President, Sherry will focus on striving for excellence.
Encouragement for anyone who is considering joining the CPCU Society.
A look at the future of technology and talent in the industry.
Sherry’s self-reflective advice to her early career self.
Quotes
“My CPCU designation has helped me grow professionally, academically, and also as a leader.”
“When there’s change, there’s always risk, but there’s also opportunity.”
“My CPCU designation is all about career movement and the opportunity to prove my intelligence and my abilities.”
“In the CPCU Society, the one thing we all have in common is the pursuit of our designation.”
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Rajesh Narayan is a seasoned insurance industry leader with experience in driving technology innovation, operations transformation, and business agility. In his early industry roles at Majesco, IDP, and ValueMomentum he has architected and deployed core insurance systems across on-premises, cloud, and SaaS environments. In the last decade, he has taken on global roles at Genpact (AVP, Underwriting Transformation), RMS (Sr. Director, Analytical Services), and Gartner (Senior Director Analyst). In these roles, he has led teams in underwriting transformation, digital-first operational transitions, and new product and distribution strategies and authored research on climate risk, IoT, and emerging technologies in P&C insurance. To help other career seekers in insurance follow a path of continuous education that leads to career building, Rajesh wrote Unlocking Insurance Careers. Today on In The Know, Chris Hampshire and Rajesh consider his career in the insurance industry, his experience with international programs, why he authored a book, and his role at the intersection of technology and insurance.
Key Takeaways
Rajesh’s journey into insurance began with a curiosity about technology.
A desire to help people develop their careers led to Rajesh’s first book.
Key features that drew Rajesh into the risk management and insurance sector.
The rapidly evolving role of technology in the insurance space.
The globalization of insurance and technology from the viewpoint of a native Indian.
The CPCU provides opportunities to continue education and stay relevant.
Rajesh shares his motivation to write a book.
The potential impact of GenAI on the insurance industry in coming years.
Unique offerings for anyone who is considering joining the insurance industry.
Possible five-year changes to the future of the industry.
Rajesh shares advice for his early-career self.
Quotes
“All of this was shaped by my early quality experiences with the CPCU.”
“This is a thrilling time to be in the execution space where the inflection point of technology is making insurance so much more democratized.”
“It’s not just the skills or knowledge, it’s also the aptitude and the network that you build that defines how far you take your career.”
“I just wish I knew about the CPCU Society earlier in my career.”
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Episodes manquant?
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James Pruitt is the Vice President of Risk Management for GFL Environmental and is responsible for the risk management strategy, insurance and captive programs, claims management, and Enterprise Risk Management across North America. He joined GFL in the Fall of 2021 and served as a consultant to the CFO in a risk management capacity from 2018 to 2021. Prior to joining GFL, James was the Vice President of Private Equity Strategy at Risk International, where he was responsible for new business creation within the Private Equity space and led all due diligence strategy and program optimization engagements across the portfolios. He specializes in insurance due diligence, carve-out program creation, and risk management department implementation. James holds an MBA from Indiana University’s Kelley School of Business and a BBA in International Finance from the University of Akron.
Today on In The Know, Chris Hampshire and James discuss private equity risk management and due diligence as well as unique exposures in the environmental risk management space.
Key Takeaways
James’s initial exposure to risk management eventually led to his career of building out and formalizing an entire program.
The exposures of private equity risk management and variations from traditional programs.
Exciting and rewarding opportunities unique to the private equity space.
Private equity can be the “perfect” model for program efficiency.
Major constraints of private equity programs.
Key considerations when accepting a new and different role.
Who you work with makes all the difference in the success of any position.
James highlights the process of assembling a new risk management program.
The current state of unique exposures in the environmental risk management space.
A strategic five-year look at the future of the insurance industry.
James shares practical advice to his early career self.
Quotes
“The private equity world is definitely different from either stand-alone public or private companies.”
“The one factor I always weigh first is who I would be working with.”
“The goal for everyone on my team is to make sure you have a conversation with at least one person every day about risk management.”
“It takes a long time with a lot of renewals and bumps along the way to make sure that you don’t duplicate those errors along the way.”
“At the end of the day, people are really there to foster relationships.”
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Precious Norman-Walton is an Account Executive with EG Bowman Co, based in NYC, and the Agent Program Manager for NAAIA (National African American Insurance Association). With over 18 years of Insurance Industry experience, she has served in Personal Lines Claims, Commercial Underwriting, and Agency Management. Prior to her current role, Precious was Director of Underwriting at Harbor AI, VP of Account Management at Insureon, and Chief Operating Officer for Diamond National Insurance Advisors. Precious is a member of the CPCU Society Leadership Council, and was Vice Chair of the 2022 CPCU In2Risk Global Conference. She served as the 2020 President of the Dallas Chapter of the CPCU Society and currently serves as their Programs Chair. Additionally, Precious sits on the Board of the Central Illinois CPCU Chapter, and Insure Equality. This live episode of the In The Know podcast was recorded at RISKWORLD 2024 in San Diego and features Chris Hampshire and Precious as they explore strategies for advocating for education and inclusion in the insurance industry and discuss technology, talent, and the state of the insurance industry.
Key Takeaways
Hurricane Katrina impacted Precious’s decision to pursue a career in the risk management industry.
The insurance industry touches every aspect of other industries.
Precious was interested in the agent broker space because it is at the point of sale decision-making process.
The value of Precious’s membership in the CPCU Society.
Tactics for bridging the talent gap in the future of the industry.
The pipeline is still not providing enough talent to backfill open risk management roles.
Attracting non-traditional roles into the insurance industry.
The formation and success of NAAIA.
Precious’s role in attracting talent to the market.
The state of inclusion in the insurance industry has plenty of room to grow.
The impact of AI on the future of the industry.
Networking offerings from a RIMS conference.
Precious’s experience as a Black female leader in the industry.
A five-year look to the future of the impact of technology in the industry.
The future of insurance talent and personnel.
The importance of relationship building at live and in-person events.
Precious offers advice to her early-career self.
Quotes
“Insurance is a place where you can do well and do good.”
“The insurance ecosystem is so much more than claims, underwriting, and sales.”
“We aim to provide education, access to markets, and professional development.”
“Those who specialize in an area will become more and more indispensable.”
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Nikki Jackson is the Senior Vice President of Strategy & Marketing at MTI America. Nikki is a data-driven strategic executive leader with over 17 years of experience in the property and casualty insurance and benefits delivery industry. During her career, Nikki has affected almost every aspect of the claims management process, working with over 100 Fortune 500 companies, dozens of TPAs and carriers, and countless vendors in various roles from operations to strategy and marketing. She authored the insurance industry’s largest academic research study on the talent shortage and is passionate about attracting and retaining talent. She is also the founder of The Work Comp Power Prompt and is active in RIMS, the CPCU Society, and the Alliance of Women in Workers Compensation. On this episode of the In The Know podcast, Chris Hampshire and Nikki discuss technology, talent, and the state of the insurance industry.
Key Takeaways
Nikki’s professional experience has exposed her to all sides of the claims journey.
Nikki feels that the industry chose her and she was hired on the spot.
The state of technology in the insurance sector is constantly evolving.
Techniques for applying new technologies to legacy systems.
The impact of AI on the sector and the industry talent.
Confronting the changing nature of the industry requires being open to what is coming next.
Claims adjusters can use new technologies to complete forms and file claims.
The current state of talent in the industry needs to shift away from claiming “accidental careers.”
Details of the Elevate the Adjustor blog.
Nikki’s experience as a female leader and mentor in the insurance industry.
The importance of involvement in professional organizations throughout a career.
Ideas for finding non-traditional talent to bring into the industry.
Educating the next generation of claims adjusters in the era of telework.
A look to the future of the technologies that are permeating the industry.
The future of in-person conferences.
Managed care opportunities are being enhanced by AI.
A five-year look to the future of technology and talent of the industry.
Nikki’s advice to her early career self.
Quotes
“Technology in the insurance industry is at the point that people need to evolve or they will be stagnant.”
“Once you find out what the problem is, then you can look to the technology for solutions.”
“The current state of talent in the industry is constantly shifting.”
“We need to get out in the community and share what an incredible industry this can be.”
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Jo Lynn Clemens, CPCU, ARM, is the CEO and Founder of RiskKarma.io, a strategic risk intelligence solution to reduce claims and improve workplace culture. Jo Lynn has over 20 years of experience in risk, compliance, and litigation, which includes her role as president of JJC Insurance Services, LLC and her past experiences as an auditor for Underwriters at Lloyds of London, director of legislation and research for Arizona CPCU Society, regional chair for Claim Litigation Management Alliance (CLM), 2010 Delegate Ambassador to China for global Society of CPCU and special examiner to the insurance commissioner of Arizona’s Department of Insurance. Jo Lynn has served as a thought leader in artificial intelligence, insurance, compliance, and the future of work. She has also served as an expert panelist and speaker for the CPCU Society, the Claims Litigation Management Association, Arizona State University, and the International Association of Defense Counsel. Live from Risk World 2024 in San Diego, this episode of the In The Know podcast features Chris Hampshire and Jo Lynn for a conversation about the number one topic at this year’s RIMS RISKWORLD conference — the possibilities and future of AI.
Key Takeaways
Jo Lynn’s unique and varied journey in the insurance industry.
From the perspective of a mother, Jo Lynn is constantly looking at what the future holds and what society looks like.
Common litigation topics that can be addressed by AI.
Jo Lynn is working to create key risk indicators before risk occurs.
Utilizing AI to scrutinize department policies and practices.
Diversity quotients can be tracked by AI.
Does AI have the potential to truly revolutionize the insurance industry?
Addressing common concerns about AI.
Increased diversity efforts can help address the talent gap.
Jo Lynn’s experience as a female leader in the industry.
The current state of diversity in the insurance industry.
Technology in the insurance sector is improving and has a great future.
A five-year look at the future of technology.
Overcoming the challenges of technology adoption.
Jo Lynn’s message to those entering the technology facet of the insurance industry.
Quotes
“In insurance, you’re learning something new every day.”
“With the perspective of a mother, I’m looking at what the future holds and what society looks like.”
“AI has the potential to truly revolutionize the insurance industry.”
“This is just like the industrial revolution. People fear the unknown.”
“Diverse corporations not only perform better productivity-wise but the profits have been proven.”
“I see exponential change in the future of technology.”
“Technology is probably the most needed employment area of our industry.”
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Kara Skinner is a third-generation surety professional with an extensive background in surety, helping clients understand and obtain surety credit. Over the years, Kara has worked with many surety companies, retail agents, obligees, attorneys, engineers, and contractors. She has managed the surety bond department of a major insurance wholesale brokerage. Kara is a past President of the Surety Association of Washington, a member of the National Association of Surety Bond Producers, and an active member of several committees of other insurance and construction organizations. In this episode of the In The Know podcast, Chris Hampshire and Kara dive into all things surety, including the process of how it works and how the 4,000-year history of surety is shaping the future of the industry.
Key Takeaways
From ballerina to bonds, Kara is a third-generation surety professional.
Surety is a financial product more than an insurance product.
The surety process from both the commercial side and performance and payment bonds.
An overview of the current state of the surety industry.
The most exciting elements of the surety aspect of the insurance industry.
Insights into the benefits of being a third generation in surety.
Kara’s advice for going out on your own, especially as a woman in the industry.
Lessons learned from forming her own business, starting with relationships.
The value of getting involved in professional organizations.
Sharing information about bonds so that everyone can access them.
Teaching, for Kara, started as a marketing idea.
Kara’s advice for anyone considering a career in surety.
Being a female CEO in a male-dominated industry.
Ideas for better supporting women of color in the industry.
Addressing the talent gap in the insurance industry.
The future of surety relies on its 4,000-year history, which includes typewriters.
A look to the fast-moving future of insurance.
Kara’s relationship advice for her early career self.
Quotes
“I like to say that surety is the opposite of insurance.”
“The idea in surety is that we underwrite to zero losses.”
“Surety is an exciting part of the insurance industry because it’s really different.”
“Going out on your own isn’t for everybody. It’s a lot of work, but I love it.”
“This is such a unique and different product that everyone needs to know about it.”
“I want to get other agents as excited about surety as I am.”
“The concept of surety has been around for 4,000 years. It’s the most archaic part of the insurance industry.”
‘The future is coming faster and faster, and we need to be ready for it.”
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Ben Boas is an Underwriting Trainee for Markel Specialty’s Environmental team in Richmond, VA. He graduated from the University of South Carolina’s Darla Moore School of Business in 2023 with a degree in Risk Management and Insurance, with a concentration in Business Analytics. Throughout his academic career, Ben completed various internships with Wholesale & Specialty groups as well as the Philadelphia Insurance Companies. He served as the University of South Carolina’s Gamma Iota Sigma chapter president and was a CPCU Society student member. He currently holds an ARM designation from The Institutes and is pursuing both his CPCU and ASLI designations. In this episode of the In The Know podcast, Chris Hampshire and Ben discuss his internship opportunities, how writing has impacted his career, and his experiences as a member of Gen Z entering the insurance industry.
Key Takeaways
Ben’s interest in golf led him to explore Risk Management and Insurance.
The internship and full-time position offerings of Gamma Iota Sigma.
Ben’s experience with WSIA internships was an experience like no other.
Key takeaways regarding networking in the insurance industry.
A Philadelphia insurance internship allowed Ben to learn more about the marketing aspect of the industry.
The role that networking played in Ben securing a position at Markel.
The value of earning designations throughout your career.
As a CPCU scholarship recipient, Ben began working on his designation before he graduated.
Attracting Gen Z talent to the insurance industry by effectively marketing the opportunities.
A look at the growing future of the insurance industry.
Ben’s goals for his career trajectory include emerging trends and an MBA.
A five-year look at the growth of technology use within the insurance industry.
Ben’s advice for his early-career self.
Quotes
“I felt I needed to give back and show students all of the internship and full-time positions Gamma Iota Sigma has to offer.”
“My internship with WSIA was an experience like no other.”
“I quickly learned how important the networking aspect is in the insurance industry.”
“Always continuing your education really can never hurt.”
“I was motivated by people with their CPCUs encouraging me and giving me advice to get mine.”
“The CPCU Society offers amazing network opportunities and a whole new community outside of your company.”
“Insurance is a lot more fun than it sounds… You can do a million different things in the industry.”
“The insurance industry utilizes every industry in business.”
“As long as you trust your connections and the people around you and the industry as a whole, you’re going to be where you want to be.”
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Connor Thomson is a second-year law student at Villanova University Charles Widger School of Law. After graduating summa cum laude with University Honors from Saint Joseph’s University’s Maguire Academy of Insurance and Risk Management in 2022, he matriculated to Villanova University Charles Widger School of Law. In March 2023, at the age of twenty-three, Connor earned the Chartered Property Casualty Underwriter (CPCU) designation and began his tenure at Stickley Law, LLC, a boutique insurance defense firm that specializes in fighting fraud. In this episode of the In The Know podcast, Chris Hampshire and Connor consider what Gen-Z is looking for in the insurance industry, what compelled Connor to earn his CPCU designation at such a young age, and what the future of the insurance industry could look like.
Key Takeaways
Connor is a law student and one of the youngest CPCU designations ever.
Claims is the aspect of insurance that most appeals to Connor.
The value of earning a CPCU designation at an early age.
The impact of internships on a successful start to the insurance industry.
Volunteer work during law school has helped Connor identify his future.
Connor’s experience on the stage at In2Risk.
Ocular disability has impacted, but not limited, Connor’s determination to succeed.
Writing and researching are key elements of Connor’s continued education.
Connor’s message to Gen Z about a future in the insurance industry.
A five-year look at the future of the insurance industry.
Connor’s advice to his early career self.
Quotes
“I didn’t know much about insurance at the time, but I did a lot of research and learned that insurance is about more than selling policies.”
“Claims is the perfect intersection of the law meets business.”
“To me, it was an easy choice to pursue the CPCU designation at a very young age.”
“There is clearly a dire need for young talent in the insurance industry.”
“I think the one strategic business unit that is not getting that much attention is claims.”
“The insurance industry has done a great job of investing in the next generation of insurance talent.”
“When we get back together in five years, I don’t think we’ll be discussing this talent shortage anymore.”
“There are more people today than ever before making a conscious decision to study risk management and insurance in college.”
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April Rinne is the opening keynote speaker at the upcoming In2Risk event and is a trusted advisor to well-known startups and companies, financial institutions, nonprofits, think tanks, and governments worldwide. For over two decades, she’s been known for seeing emerging trends early, understanding their potential, and helping others do the same. April is a bridge-builder between stakeholders, priorities, business models, markets, and those excited about change and those resistant to it. Not only is she a guide to developing a “flux mindset,” she’s also ranked one of the 50 Leading Female Futurists in the world by Forbes. She is a Harvard Law School graduate, a Young Global Leader at the World Economic Forum, a member of the Silicon Guild and Thinkers50 Radar, a Fulbright Scholar, and the author of the international bestseller Flux: 8 Superpowers for Thriving in Constant Change. In this episode of the In The Know podcast, Chris Hampshire and April explore the flux mindset — what it is, how it differs from a basic approach to change, and how it can enhance your career. April touches on the 8 superpowers for thriving in constant change, from seeing what’s invisible and getting lost to knowing you’re enough and letting go of the future.
Key Takeaways
April dives deep into the exact moment that secured her passion for a flux mindset.
April’s perspective on change and how to more effectively approach it.
How can we learn to show up better for impending change?
An overview of April’s 8 superpowers for thriving in constant change.
Tackling technology changes in the insurance industry.
The alarming role of AI in creating greater uncertainty in the world today.
Addressing the industry talent gap through a focus on career growth and evolution.
April recalls the advice she would give to her early career self.
Quotes
“When it comes to change and uncertainty and how we manage risk and figure out where the world is heading, we have to account for the human experience in all of this as well.”
“We often treat change like one thing, but change is messy and hard and scary and we hate it. And change is amazing and life-changing and we love it.”
“Flux is not just change. Flux is continuous, relentless change.”
“If there is going to be more change in the future, how can we learn to show up better for it?”
“The more reliant people are on technology, the more people struggle to navigate at a very personal level all of these uncertainties.”
“Reconsider how you see the shape of your own career development and evolution.”
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Welcome to the 100th episode of the In The Know podcast! Today’s guest Bruce McEwan is the principal of PROMANCON, an insurance and risk management consulting organization specializing in management, risk management, conflict management, and related organization change projects. Based in Hawaii, Bruce is a retired executive manager for Young Brothers, Limited, a Marine freight transportation company. During his 29-year career as a risk manager, Bruce identified, analyzed, and evaluated risks and developed plans for mitigating and managing risks of many types. In this milestone episode of the In The Know podcast, Chris Hampshire and Bruce discuss his life as a risk manager, his current work in the consulting world, and his thoughts on the future of the industry, including ways to attract new talent.
Key Takeaways
Bruce recalls his entrance into the insurance world and CPCU Society.
The impressive responsibilities that Bruce oversaw in his early years.
Unique challenges of working in the insurance industry in Hawaii.
Recognizing the value of the CPCU designation and recruiting employees who hold it.
The importance of sharing industry knowledge with others, especially in retirement.
Bruce’s motivation behind writing his article regarding the CPCU code.
Being a professional means upholding the responsibility to develop and maintain needed skills.
Tactics for attracting and developing talent to the insurance industry.
Bruce’s networking advice to his early career self.
Key elements of successful risk management programs.
Quotes
“I recognized that if I was going to be successful as a risk manager, then I best take advantage of the associate courses offered by the institute.”
“The Institutes really helped me better prepare myself, not only in insurance but in the other fields I now had responsibility for.”
“Students need to be educated about the value of the insurance industry and the roles that they can play and participate in.”
“I’m a professional. I have the responsibility to keep abreast of everything and develop and maintain the skills I need to be good at those things.”
“We need to get the message across that the insurance business is a service business.”
“As you are connecting with other people, take advantage and cultivate relationships that can be helpful in your career.”
“Enterprise risk management is a potential game changer because it is a holistic way of implementing risk management into an organization.”
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Janet Coffey is the Enterprise Risk Global Manager of Michaels Stores, one of the largest arts and craft retailers in the United States. With over two decades of risk management experience, Janet is a graduate of Dallas Baptist University and has served as a director of risk management and a risk management consultant. In this episode of the In The Know podcast, Chris Hampshire and Janet explore the world of risk management, Janet’s experiences within the retail sector, and her thoughts regarding the future of the industry and talent development.
Key Takeaways
Janet’s unexpected entrance into the world of risk management.
The appealing and evolving nature of risk management and claims.
Key changes in the evolution of the insurance industry over the last two decades.
Janet’s experience as a female leader in the insurance industry.
The encouraging and needed evolution of the industry.
Successful strategies for attracting new talent into the industry.
The value and impact of AI in the future of safety, culture, and the bottom line.
The importance of getting involved in professional networking opportunities.
The evolving role of risk management over the course of Janet’s career.
Changing exposures in the retail space in a post-pandemic world.
Utilizing information and technology data to make strategic business moves.
Janet’s advice for anyone considering the risk management track.
A look to the five-year future of the insurance industry.
Janet’s advice and insights from the early years of her career.
Quotes
“I do believe that the insurance industry is evolving and growing, more on the domestic side than the international side.”
“I’ve seen growth in the insurance industry in my lifetime, and I’m continuing to see it grow.”
“When the industry started marketing at the college level, we saw a different level of talent come in.”
“I’m excited for the new college graduate to come in and be mentored, especially on the customer service side and the growth side.”
“I think we’re going to be talking about AI for a long time, and the value it’s bringing to organizations.”
“I would tell people to touch as many things as you can because I think there is a miss in the industry of too much specialization.”
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Paul Roderick is a digital product owner and operations manager at Midwest Employers Casualty (a WRB company), where he’s deeply involved in digital transformation and process improvement initiatives, as well as bringing technical and business colleagues together. Previously, he led a public entity risk management and insurance program, using a technology-forward approach to streamline operations. He is a current member of the CPCU Society’s Technology and Innovation Committee. In this episode of the In The Know podcast, Chris Hampshire and Paul discuss the current state of the carrier side of the insurance industry, Paul’s experience with working for a public entity, and what he sees happening in the future of risk management.
Key Takeaways
Working in a family business gave Paul early exposure to a wide variety of aspects of business.
Key differences in Paul’s transition from the public entity sector to the carrier sector.
The wide variety of skill sets required in insurance is what keeps him engaged in the industry.
Paul’s approach to the need for digital transformation systems in the insurance sector.
Tactics for recruiting new talent to the technology facet of the industry.
Overcoming common stumbling blocks when leading a digital transformation project in insurance.
The benefits of increasing involvement in the insurance community beyond just in your workplace.
Paul’s experience expanding his knowledge and helping others in the CPCU society.
The potential future impact of the digital side of the carrier transformation.
Paul’s time with a public entity helped to prepare him for his role at a carrier.
A look at changes in the future of the insurance industry as a result of AI, coverage and claims, and blockchain offerings.
Paul’s encouraging advice for his early career self.
Quotes
“In the carrier space, we like processes, we have procedures, but it’s another level in the public entity. You have to satisfy the process before you can do anything else.”
“I don’t think there are many industries that offer such an opportunity to exercise such a variety of skills on a day-to-day basis.”
“When you work in the insurance industry, you’re enabling daily life.”
“Change management is a huge stumbling block that we as an industry don’t pay enough attention to.”
“I don’t think it’s possible to remain competitive in a lot of areas of this industry if you don’t successfully adopt technology into all aspects of your operating model.”
“It was absolutely critical to my success to make relationships with other individuals and not just make it about an analytical or numbers approach.”
“Anytime you can bring in trust and efficiency, everybody’s happier.”
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Dr. Shirley Davis is the President and CEO of SDS Global Enterprises, Inc., and will be the closing keynote speaker at the In2Risk Conference this fall. Dr. Davis brings a unique background as a seasoned HR and Diversity & Inclusion global thought leader, a senior executive, a certified leadership coach, and a former Chief Diversity & Inclusion Officer for several major Fortune 100 companies. She has worked in more than 30 countries on five continents and delivers more than 80 speeches a year. She is the former Global Head of Diversity, Inclusion, and Workplace Strategies for the Society for Human Resource Management (SHRM) and earned the highest designation in the speaking industry as a Certified Speaking Professional, bestowed by the National Speakers Association. She holds a Bachelor’s in Pre-Law, a Master’s in HR Management, a Ph.D. in Business and Organization Management, and is a former Ms. America United States. She is also a featured author for LinkedIn Learning’s online course, entitled “Inclusive Leadership.”
In this episode of the In The Know podcast, Chris Hampshire and Dr. Davis explore innovative strategies for attracting the best talent, developing future leaders, and enhancing inclusiveness and involvement in the insurance industry.
Key Takeaways
A lifelong learner, Dr. Davis started in banking and has worked in a wide variety of industries.
As a woman of color, Dr. Davis has earned her place at the table as a credible voice and now shares her empowering strategies with others.
Bringing your best self to work starts with working at an organization that values great talent.
Developing a meaningful life starts with the internal work of finding your personal power.
The power of analyzing the “what if” questions that plague all of us.
Dr. Davis’s advice on the best way to attract new talent to the insurance industry.
Developing talent and clearly defining the career path starts with closing the leadership gap.
Best practices to enhance inclusiveness and encourage involvement in insurance.
Tactics for effectively messaging the value of the insurance industry from a humanitarian perspective.
Dr. Davis shares her journey from the corporate sector into her own independent consulting business.
The importance of surrounding yourself with people who are going to push you into your destiny.
The writing process for Dr. Davis started with her successful speaking endeavors.
A five-year look at the future of the insurance industry and the demand for entrepreneurship.
Dr. Davis reflects on the risk-taking approach she wishes she would have taken in her career.
Quotes
“It has certainly been a journey to get a seat at the table, becoming that person that is heard, seen, and perceived as credible.”
“[Bringing your best self to work] starts with working at an organization that really does value great talent.”
“In order to get a seat at the table, I’ve got to do some things for myself first.”
“Every one of us wants meaning and significance. Every one of us wants to feel like we are being fulfilled and living our best life.”
“Understanding what this next generation of talent needs and what their expectations are and understanding what they are asking for is very, very important.”
“Relationships are the new currency. You’ve got to get around people who are not afraid of your BHAG.”
“We want to hear from people who are going to push us into our destiny.”
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Kristine A. Fox, CPCU, AIC-M, ARM, AIC, API, AINS, SCLA-Gold, is the Midwest regional claims manager for the Property Americas Division of Sedgwick, where she organizes deployment of field resources and oversees client accounts. Fox has over 20 years of experience in property-casualty claims, ranging from homeowners and auto losses to general liability, and has also supervised commercial trucking liability claims. She is a past president of the Omaha CPCU Society Chapter. In this episode of the In The Know podcast, Chris Hampshire and Kristi discuss all things claims, from the onset of Kristi’s career to the future of claims, how she has pivoted to become an engaging resilience speaker in the industry, and how to more effectively attract talent to the claims space.
Key Takeaways
A help-wanted ad evolved into Kristi’s 20-plus-year career in insurance.
The helpful aspects of the insurance industry that first appealed to Kristi.
Kristi’s message of caution and encouragement for anyone who is considering a career in claims.
The evolution of training tactics in the industry.
Offerings that currently have the biggest impact in the claims space.
Major technology initiatives that are enhancing the claims experience.
Defining resilience as a critical component of the insurance industry.
Claims handling and adjuster expectations as they have evolved over the years.
The impact of involvement in the CPCU Society on Kristi’s career.
A five-year look at the future of the insurance industry.
Kristi’s long-view advice to her early career self.
Quotes
“What a lot of people don’t think about with insurance is that we are in a helping world.”
“I know that I’m having a positive impact on people and helping them through something really difficult.”
“There is a place for technology, and the more we can utilize it in the right ways, we’ll become more efficient, but there is still the human component that is going to be needed.”
“I’ve really appreciated the consistent focus on growing, developing, and learning as our careers progressed.”
“The human component is still going to be essential in the future of the industry.”
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Matt Swafford is Senior Litigation Counsel at Shelter Insurance Companies, where he manages litigation across the United States for Shelter and affiliated companies and provides general counsel to Shelter’s claims branches. He practiced law in Kentucky for over ten years with a focus on insurance, business, and employment litigation, clerked for Justice Will T. Scott at the Supreme Court of Kentucky, and was a Staff Attorney for Jefferson County Circuit Court Judge Barry Willett. At Northern Kentucky University – Salmon P. Chase College of Law, Matt graduated in the top ten percent of his class; was a member of the NKU Law Review’s Editorial Board; and interned for William O. Bertelsman, Federal District Court, Eastern District of Kentucky, and the United States Attorney’s Office for the Southern District of Ohio. Matt is licensed to practice in both Kentucky and Ohio (inactive), holds the Institutes’ Chartered Property Casualty Underwriting CPCU designation, and is pursuing a Master’s Degree in Insurance Management at Columbia University in the City of New York. In this episode of the In The Know podcast, Chris Hampshire and Matt consider the pros and cons of litigative problem-solving in the insurance industry, how it differs from the law firm environment, and what the future of the industry may look like from a legal perspective.
Key Takeaways
Matt recalls how much he had to learn about insurance in the early days of his career.
Transitioning from a law firm to in-house counsel at an insurance carrier.
Appealing offerings from the Columbia Master’s Degree in Insurance Management.
The self-serving reason behind and benefits of Matt’s CPCU designation.
Networking opportunities that have resulted from Matt’s CPCU designation.
Key differences between a carrier and a law firm environment.
Hallmarks of an effective outside counsel-carrier relationship.
What Matt wishes other departments knew about the carrier legal group.
Best practices to mitigate the impact of social inflation.
Key takeaways from Matt’s time working outside a traditional law firm.
Addressing the talent gap in the insurance industry.
A five-year look at the future of the industry.
Matt’s advice to his early career self.
Quotes
“The thing I learned when I first started practicing [insurance defense] was how very little I knew about insurance.”
“I really wanted a business background and felt like I needed it to move forward in an in-house role.”
“Communication is number one. You want to keep open lines of communication and communicate often.”
“I can see how these kinds of cases play out and still not be the one who is carrying the pressure and the weight of trying to reach a successful resolve.”
“Sometimes law firms can be a very competitive, dog-eat-dog environment, and it’s just not like that in-house.”
“Learning how technology works in the insurance industry is going to be absolutely critical moving forward.”
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Joe Paduda is the principal of Health Strategy Associates and the author of the thought-provoking Managed Care Matters blog. He is also the president of CompPharma, LLC, a research and consulting firm dedicated to improving pharmacy programs in workers’ compensation. In 2012, Joe received IAIABC’s President’s Award for his efforts to address the opioid problem in workers’ compensation. He currently participates in the “Comparative Effectiveness of Two State Payer Strategies to Prevent Unsafe Opioid Prescribing” research project funded by the U.S. Department of Health and Human Services’ Patient Centered Outcomes Research Institute. Before starting his consulting business in 1997, Joe held executive positions with major insurers, including Travelers, United Healthcare, and Liberty Mutual, and earned a Master of Science degree in Health Management from American University. In today’s episode of the In The Know podcast, Chris Hampshire and Joe dive into the current state of the workers' compensation space, positive changes that have already been made, and where the industry needs to go from here to remain relevant and successful.
Key Takeaways
Joe highlights his career path in the workers’ comp sector.
Appealing aspects of the workers' compensation space.
The role of functionality is the efforts of workers’ comp.
Three primary sectors that turn to workers’ comp and what they are looking for.
Insights into the current positive state of the workers' compensation industry.
The dangers of underinvesting in technology in insurance.
Major post-pandemic changes to the workers' comp industry.
The current climate of activity in the regulatory environment.
Insights from the evolution of the Managed Care Matters blog.
Joe’s thoughts on the pros and cons of workers’ comp conferences.
The future of workers' compensation, according to Joe.
Strategies for attracting quality talent to the insurance industry.
A five-year look at the future of the industry.
Joe’s advice to his early-career self.
Quotes
“Workers’ comp is the only healthcare system that cares about functionality.”
“In workers’ comp, we care about the health part of healthcare.”
“Good medical care drives positive outcomes.”
“The more there is honest debate around a lot of topics, the better off we’re going to be.”
“I hope people will get more conversant with and invest more intellectually in what’s driving the healthcare system.”
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Melissa Burt DeVriese is the President at Security First Insurance Company. She has been with Security First Insurance Company since 2009 and has been President since March 2020. Before serving as President, she held a variety of roles, including Chief Administrative Officer and General Counsel. Melissa holds an undergraduate degree from the University of Miami and a Juris Doctorate from Georgetown Law Center and is a licensed attorney in Florida, Washington D.C., and California. Before working at Security First, Melissa held a variety of legal and regulatory roles in Washington D.C. In today’s episode of the In The Know podcast, Chris Hampshire and Melissa discuss the state of the homeowners market in Florida, attracting more talent to the industry, and unique challenges Melissa faces in her role.
These onsite episodes of the In The Know podcast are brought to you by Gallagher Bassett.
Key Takeaways
Melissa recalls her journey from law to insurance.
Overcoming shortcomings in marketing the insurance industry.
Melissa’s experience as a female leader in the industry.
Effectively keeping up with technologies from a small carrier’s perspective.
Industry evolutions in recent years, including diversity and attracting talent.
Tactics and strategies for attracting and retaining personnel.
The evolution of distribution strategies for both direct and agents.
The current state of the unique Florida insurance marketplace.
Key differences in approaching the Florida marketplace.
Technology’s role in the future from the underwriters' standpoint.
Melissa’s experience with the CPCU, insurance board, and education involvement.
Messaging that needs to be shared with the rising generation of talent.
Hiring insights and career progression from a president’s perspective.
A five-year look at the future of the insurance industry.
Melissa’s advice to her early career self.
Quotes
“There are many similarities between the law and insurance.”
“Unfortunately, I think insurance is viewed as very stale and old and probably male. And the fact of the matter is, that’s not the case.”
“We have so much innovation in the industry space.”
“If we find the right person with the right aptitude and the right attitude, we teach them insurance.”
“From an insurance marketplace perspective, Florida is incredibly unique.”
“The most important thing you can stress to someone who’s looking for a career at any stage of their career life cycle would be what insurance does in society.”
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Sandip Chatterjee is the Executive Vice President of Client Management & Innovation at MedRisk, leading the Account Management organization. He also leads the Product & Innovation for MedRisk where he is responsible for the creation of new solutions to drive improved experiences and outcomes for MedRisk Customers and Partners. Prior to joining MedRisk, Sandip was a Managing Director at Marsh McLennan leading the Analytics Delivery Organization for North America. Sandip has 20-plus years of experience in insurance and building and launching disruptive solutions to drive business growth and profitability.
In today’s episode of the In The Know podcast, Chris Hampshire and Sandip discuss analytics, highlight the impact of advanced technology in the insurance space, and offer updates on managed medical in the workers' compensation segment.
Key Takeaways
Sandip highlights the background of his insurance career.
The appeal of the data analytics sector of the industry.
Key data interpretation differentiators between a TPA, broker, and managed medical provider.
Sandip’s advanced approach to analyzing data.
The evolution of “Big Data” analytics in the insurance industry in recent years.
The role of generative AI in using existing data to create new data.
Strategies for effective partner collaborations that drive better business decisions.
Sandip reflects on his experience as an analytic expert in the insurance industry.
Analytics is a powerful tool, but it is only one of many tools available.
Sandip addresses the talent shortage in the insurance industry.
A five-year look at potential changes to the data analytics aspect of the insurance industry.
Sandip shares the advice he would have liked his early insurance industry career self to know.
Quotes
“Each of these industries within insurance is answering different types of questions.”
“The data is good, but it only tells you part of the story.”
“There are more tools and solutions available… and better ways of analyzing the data itself.”
“It is becoming easier to use existing data to create new data.”
“There are a lot of different things that are happening in the data world today that are very, very exciting.”
“Analytics is a very powerful tool, but it is one of many tools.”
“There is a very strong purpose behind the insurance industry. We are trying to put life back together.”
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Michael Koscielny, MBA, CPCU, CIC, ARe, AIC, API, AIS, AINS, is chief executive officer and founder of Born2Lead, LLC. He has over 40 years of experience creating effective teams and innovative processes for underwriting and pricing for various insurance companies. He currently serves as Director of Marketing for Graduate Programs at The University of Olivet. He is an instructor for The National Alliance CISR and CIC designations and a Facilitated CPCU Study Group Leader for The Institutes. Koscielny has held many roles for The Institutes CPCU Society, including 2017 global president of the CPCU Society Leadership Council, 2017‒2018 President of the Underwriting Executives Council, and 2023 President of the Society of Insurance Trainers and Educators. He has written numerous articles and given many presentations. He published his first book Born2Lead: Lessons in Leadership, in 2023. In today’s episode of the In The Know podcast, Chris Hampshire and Michael discuss his new book, the importance of training the next generation of leaders in the insurance industry, and the many mentorship and training experiences that led to success throughout his career.
These onsite episodes of the In The Know podcast are brought to you by Gallagher Bassett.
Key Takeaways
Michael shares his unexpected journey into the insurance industry.
Insurance became his calling when Michael realized that insurance serves as the next responder in natural disasters.
An overview of the unique demands of the Florida insurance market.
The “why” behind Michael’s short-lived retirement from the insurance industry.
Writing a book successfully starts with not telling anyone that you’re writing a book.
Michael shares additional steps to effectively writing and publishing a book.
Born2Lead highlights 13 attributes that address the reality that behaviors are not natural, they are learned.
Michael shares his experience with trust, one of the essential attributes that is outlined in his book.
Strategies for effectively training people and developing leaders.
Instilling leadership qualities in others starts with giving them opportunities they wouldn’t have otherwise.
Benefits of membership and active participation in the CPCU Society.
For Michael, initial leadership opportunities were met with hesitation but additional training and mentorship led to success.
Michael reflects on what he wishes he would have known at the onset of his career.
Quotes
“When there is a natural disaster, the first people there are the first responders. And when they leave, who’s next?”
“Most of the people I know in this business really care about the people they serve.”
“There is a real need in our marketplace today for teaching leadership skills to emerging leaders.”
“Acknowledge people, and not just the negative things they do.”
“When someone does a great job, I want everyone in the organization to know.”
“We’re all born to lead, it’s just a choice we have to make.”
“As I made those steps in my career, more opportunities came to me in my work life.”
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