Overview
Current business wisdom looks at the claims department as an expense center, but what if the case could be made that a properly operating claims department is a profit center? What if, rather than cutting headcount and measuring speed to close on claims, we considered the option of building a professional claims team who handled claims completely, professionally, and correctly?
This session brings together industry claims veterans, Chantal Roberts and Fred Fisher for a conversation all about the case for staffing a claims team with experienced claims professionals who have the margin to truly work each claim. Moderated by Academy Director Patrick Wraight, this conversation is one that claims professionals and industry executives should clear their calendars for.
Meet the Speakers //
Chantal M. Roberts, CPCU, AIC, RPA
Chantal M. Roberts, CPCU, AIC, RPA is dedicated to providing trustworthy, valuable assistance in order to give her clients a clear understanding of claims standards and practices. She has over 20 years’ experience as an adjuster. As an expert witness, she strives to turn this complex topic into an easy-to-understand concept.
Chantal’s background also includes educating claims departments and overseeing adjuster training. Due to her excellent reputation in the industry, Chantal had the privilege of speaking at the Western Zone Committee Meeting of the NAIC (National Association of Insurance Commissioners) and three CPCU Society chapter meetings. She routinely speaks at universities and at continuing legal education credit events discussing claim handling practices, standards, and procedures. She’s published 12 articles in national insurance journals. Her first book, The Art of Adjusting: Writing Down the Unwritten Rules of Claims Handling, was released in July 2021.
Frederick Fisher, J.D., CCP
Frederick J. Fisher, J.D. is currently the President of Fisher Consulting Group, Inc. and was the Founder of E.L.M. Insurance Brokers, a Wholesale & MGA facility specializing in Professional Liability and Specialty Line risks. He is a Member of the Editorial Board for Agents of America; a Faculty Member of the Claims College, and Member of the Executive Council, School of Professional Lines sponsored by the Claims & Litigation Management Association and Instructor for the Academy of Insurance.
Since his career began, Mr. Fisher focused on one vision: providing financial security to the client. The result was a successful 40-year career in Specialty Lines Insurance. In 1975, Mr. Fisher began his career on the service side, as an Independent E&O claims adjuster. In 1982, he bought the Company, continued with claims, while expanding the firm’s services to include qualitative claim auditing, risk management & loss control services, and acting as a TPA. In only 4 years, the annual billings increased by 400%. His claim auditing techniques and recommendations resulted in substantial client savings (including the SCRTD now known as the Los Angles MTA). Many Insurers and self-insureds adopted not only the performance standards raised in the audits but adopted his recommended Attorney Management Guidelines as a base, which are still in use today by many major insurers.
In 1995, he formed what is now known as ELM insurance Brokers, a firm that has acted as an MGA and Wholesale Broker of Professional Liability Insurance and Specialty Lines. From nothing, the firm grew rapidly to a $30 Million dollar facility when sold in 2008. He has lectured extensively on professional liability issues since 1978 and authored over 64 articles in trade journals and periodicals. He is the author of BROKER BEWARE, Selling Real Estate within the Law. He designed a program to conduct on-site pre-underwriting risk management assessments of a clients’ professional liability exposures. In 1993, he was elected to the Professional Liability Underwriting Society (PLUS) Board of Trustees. After serving in all Officer capacities, he was elected President in 1997. He remains a Special Materials Expert for several RPLU courses and is the Senior Technical Advisor for The Professional Liability Manual, first published by the International Risk Management Institute in 1990. He has taught over 100 CE classes and lectures. He testifies regularly as an expert witness in cases dealing with the duties and obligations of professionals as well as on coverage and claims-made issues.
Moderator: Patrick Wraight, CPCU, ITP, CIC, CRM, AU
Patrick is the Director of Education at Insurance Journal’s Academy of Insurance, bringing together his deep industry know-how and love for teaching. He began his insurance career as a commercial underwriter for an MGA, focusing on niche markets like fire departments, ambulance companies, and home medical equipment dealers. It didn’t take long for him to discover his knack for educating others, and soon he was designing and rolling out a new underwriter training program. He then became a trainer at one of Florida’s largest property insurers, training underwriters, agents, and claims professionals.
Patrick has written numerous articles for Insurance Journal and My New Markets and is the co-author of Risk-Proof Your Business – The Complete Guide to Smart Insurance Choices. He speaks to audiences online and in-person all over the United States, including insurance professionals, the insurance curious, commercial lending professionals, and insurance executives from other countries. He is a collector of industry designations, including CPCU, ITP, CIC, and CRM, highlighting his dedication to lifelong learning.
When he’s not immersed in the world of insurance, Patrick loves hitting the road with his bride, spending time with his family, and helping his adult sons navigate the rollercoaster ride of adulthood.