Beyond the Claim

What happens when high performance hides toxic leadership? As innovation accelerates, overlooking the human side of work can quietly erode even the strongest companies.In today's episode, Marc Cunningham sits down with Michael Baumgartner—veteran HR strategist and founder of the Work Life Survival Center—to explore how talent, leadership, and culture intersect. Together, they tackle the hidden costs of poor management, why employee advocacy is non-negotiable, and how businesses can build environments where people and profits thrive.Join us as we discuss:The hidden dangers of promoting talent without people skillsHow promoting without empathy destroys cultureHow HR can become a true catalyst for culture change

This week, host Marc Cunningham speaks with Jeff Breskin, Commercialized Producer for Insurance Office of America, who was recently recognized as a 2024 Workers' Compensation Power Broker. Jeff shares his unrivaled passion for client advocacy and holistic approach to risk management, highlighting personal anecdotes of how he's gone above and beyond for clients. Marc and Jeff also explore emerging trends, challenges, and strategies within the industry that every ambitious and committed insurance professional should bear in mind.Join us as we discuss:The impact of generative AI on commercial insurance and workers' compensation pricingHow robust employee benefits programs can influence premiumsThe value of strong relationships with carrier partners and underwriters for achieving industry success.

Today's episode features host Marc Cunningham's conversation with Angela Iannetta, Senior Vice President of Alternative Risk Solutions at HUB Inernational, which took place at this year's RIMS RiskWorld conference. Angela shares her thoughts on the ever-evolving landscape of the insurance industry—with a focus on alternative risk solutions and cross-border insurance. Join us as we discuss:The growth of captives and alternative risk markets in Canada and offshoreAdvancements in actuarial pricing and predictive modelingThe limitations of current data collection methods in the insurance industry

This week, Wayne Brand, Head of Corporate Client Practice at Crawford & Company, speaks with Stephen Lathrope, Senior Vice President of Solutions at ICEYE, live from the RIMS RISKWORLD 2024. Stephen talks with us about Synthetic Aperture Radar (SAR) and how the technology is being harnessed in satellite constellations to revolutionize disaster risk assessment and management.Join us as we discuss:The benefits of SAR-generated imagery over optical imageryHow government agencies are utilizing SAR-equipped tech in their disaster responsesHow satellite data is enabling innovative risk management

This week, host Marc Cunningham speaks with Kara Sepulveda, Senior Corporate Risk & Insurance Manager at Lithia, whom he caught up with at RIMS RISKWORLD 2024. Kara shares her thoughts on employee care, industry misconceptions, and the strategic role of case management—particularly her commitment to proactive communication and continuous training in order to prevent client dissatisfaction and enhance relationships.Join us as we discuss:How proactive problem-solving from account managers positively impacts client retentionUsing field case managers early in an injury claim processThe role of personalization when engaging with injured employees

This week features host Marc Cunningham's conversation with Paul King (Chief Client Officer at myMatrixx), which took place at this year's RIMS RISKWORLD2024 conference. Paul covers all things Pharmacy Benefit Management (PBM)—from implementation to challenges to benefits.Join us as we discuss:How clinical edits fit into the PBM processThe concept of benefit neutrality and treating whole-person healthUsing virtual healthcare platforms in managing conditions like COPD, asthma, and obesity

If you're a reporting entity, there's a good chance you have October 11, 2024 circled on your calendars, as it's when Medicare's Section 111 becomes applicable following the effective date of December 2023. Naturally, questions remain for many regarding what effective compliance looks like—and when companies need to fully comply by. Given the hefty penalties that come along with the guidelines, most companies truly can't afford to be left in the dark.This week, we're joined by Suzanne Jordan, Compliance Manager at Broadspire, who helps break down Section 111 and demystifies the various dates, forms, processes, and acronyms companies that all manner of companies need to know. Join us as we discuss:The process for registering and recertifying with Medicare as a responsible reporting entity (RRE)The various challenges for meeting Medicare reporting standardsThe claim review process and the relevant deadlines for reporting entities

Just how valuable is the human touch? And how necessary is it? More and more, it seems like the winning recipe for success in the Risk & Claims Management industry involves harnessing cutting-edge trends and technology without making your clients or team members feel like they're dealing with an organization run by analytics and machines. It's a challenge—but also an opportunity. On today's episode, we're joined by Crystal Sanderson, National Director of Strategic Partnerships and Placement at McGriff Insurance. Crystal harnesses more than two decades in the insurance industry—as well as experiences in many different areas—to continuously redefine and sharpen what effective internal collaboration and client support looks like. Join us as we discuss:The role of market dynamics and internal company culture in shaping strategic vision.How unifying cultures and expanding into new industry verticals can excite and rejuvenate an organization.The value of non-linear career growth and exploration.

The importance of partnerships and collaboration isn't limited to product-driven spaces. In fact, they hold just as much weight in the program space. Making sure you work with top-of-the-line partners in mutually beneficial agreements can help build a strong brand across the high-competition program marketplace. But how are partnerships and M&As decided in the modern MGA environment?We're joined by Brad Isaacson, Senior Vice President, Program Development at Amynta Group, who shares all things program — from new trends, best practices and success stories, Brad's insights and experiences can help you shape a top-tier program with the right partners and cutting-edge strategies. Join us as we discuss:The MGA space and business segments at AmyntaThe impact of hardening in the program industry Current state and emerging trends across the program industry

With countless moving pieces, businesses function like extremely complex machines. But this doesn't make one function more important than any other. So how do you address risk management while simultaneously fostering internal growth? And what metrics and systems can be put in place to accurately judge success and while also highlighting areas of weakness? Today we speak with Brian Riley, Associate Vice President at Compass Group Canada, a food facility service provider that serves countless industries including healthcare, sports, leisure, education and beyond. Brian dives into exactly how his team works to balance business and ensure each function of the machine works in unison with proper care and attention.Join us as we discuss:Key indicators to implement in risk management systemsHow to deliberately impact team members' successOpen communication as the key to teamwide growth and success

The use of captives in industries such as the sharing and gig economies, as well as in unique risk areas such as cannabis and crypto, has become more prevalent due to the challenges faced by the commercial market in pricing and structuring insurance programs for these risks.Richard Cutcher, Founder at Captive Intelligence & Host of the Global Captive Podcast, says that in particular, captive owners in the gig economy require claims support, and Crawford plays an important role in this area. The popularity of cell captives is growing, with some large structures seeing members paying up to $20m in premiums per year. Some even suggest that well-capitalized captives could take on significant business from the parent and start setting prices for premiums.Join us as we discuss:What the benefits of using AI in supply chain management areHow AI can be integrated into supply chain management processesWhen the best time to implement AI in supply chain management is

We've entered the era of the accommodating workplace. From telecommuting to ergonomics, recent changes in the status quo have made the workforce more welcoming to more people than ever before. And that's good news for everyone.Today, we're speaking with Matthew McCord, Senior Consultant at Job Accommodation Network, and Nesha Courtney, National Product Manager Advocacy, Biopsychosocial, Disability, and Return to Work Services at Broadspire, about what's fueling the trend. Join us as we discuss:Why companies are investing in ergonomic modificationsThe COVID effect on accommodation in the workplaceHow legislation is impacting accommodation

Offering products and services across Latin America is no small task. The region is massive and its languages and traditions just as varied. What works in one country may not work in another and even exact translations may be problematic because of cultural nuances. It's an opportunity that Roberto McQuattie, President, Latin America at Crawford & Company, has learned to manage with finesse. A reluctant chip off the old block, Roberto followed in his father's footsteps to insurance, but certainly did it his way and in ways his father likely could not have imagined. Join us as we discuss:How to navigate the challenges associated with different customs, languages, and traditionsWhat Crawford's Latin American strategy looks likeWhere to offer various products and services in a varied region

Are you innovating? We all think we are, but is your company really committed to driving impact for clients, colleagues, and industry culture in the midst of a changing world? Is your company committed enough to hire somebody precisely to do that job?That's exactly what Rachel Perry, Chief Innovation Officer, Commercial Risk North America at Aon, is here to do. The way Rachel sees it, you can't have innovation if you're not driving growth for the company, solving client problems, and growing right as a firm.Join us as we discuss:What a Chief Innovation Officer does to be successfulWhy diversity, equity, and inclusion is important for innovationHow to not just hire a good team, but retain them too

As a broker, you place a mind-boggling breadth of coverage in a lot of different industries. It's a vast universe perfectly suited to a lifelong learner who wants to shape the future of brokerage.Hear our conversation with Donna MacConnell, SVP, Managing Director, Claims at IMA Financial Group, Inc.:Donna's nonlinear career trajectory from psychology to SVPThe emerging theme of specialization in insuranceRespect for expertise and a call for DEI in the fieldMore information about Donna and today's topics:LinkedIn Profile: https://www.linkedin.com/in/donna-macconnell-bab9967/ Company Website: https://imacorp.com/ Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player. 

Once, it was medicine that saw high volumes of claims, being seen as deep pockets.Now, it's trucking.But like any other claim, with the proper preparation and mitigation, you can avoid the high payouts.So says today's guest, Tom McLaughlin, Senior Dirertor of Risk Management and Claims at TFI International, who joins the show to cover the fast-paced world of trucking claims.Join us as we discuss:Why payouts are reaching record highs in the trucking industryWhy transparency is the key to handling overzealous plaintiffsThe future of trucking and risk in the industry Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

A career can take you to many new and unexpected places.With a field as diverse as claims management, moving from one area to another can be daunting.But if you're thinking of exploring other facets of the industry, it helps to know what other veteran adjusters have learned along their storied — though not necessarily linear — career paths.And today's guest, Jaclyn Chapman, Senior Global Claims Manager at Primo Water Corporation and former med student, knows a little something about career transitions. She joined the show to share the insights she's picked up along the way.Join us as we discuss:TPA vs corporate claimsHow the pandemic has affected workers' compWhy the great resignation is forcing businesses to innovate their claim management    Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

Handling claims in retail throughout the COVID-19 pandemic has been a huge undertaking. But when you add cultural differences and differing laws into the mix, it can become very challenging very quickly.We speak with Jenny Novoa, Sr. Director of Risk Management & Safety, about how retail has changed — partly shifting online, the status of diversity in the workplace, and what to expect in 2022.Join us as we discuss:How responsibilities of risk managers have changed throughout the pandemicUnderstanding the dramatic decrease in claims & what to expect in 2022the importance of diversity & inclusion in companies  Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

When someone has an illness or an injury, we tend to tell them to take all the time they need… except when it's a work-related injury.Then, most companies rush to get a modified work program in place — and this inconsistency can be a costly mistake.In today's show, guest Darren Cartwright, Claims Consulting Practice Leader at Woodruff Sawyer, explains how companies can avoid this costly — and even illegal — mistake.Join us as we discuss:Why treating various disabilities differently is a huge errorHow companies can improve their leave-of-absence policiesHow to remove the silos between disability and workers' compensation  Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

When it comes to a career in claims, you need to be a translator.You need to clearly articulate complex topics to people who may be unfamiliar — often during stressful times.And the only way that's possible is when you start with listening.For today's guest, Simon Camaj, LAD and Voluntary Benefits National Practice Leader at Mercer, that comes naturally. Simon's non-traditional career journey to claims has taught him the universal value of making sure one's mission — no matter what the role — is never lost in translation.Join us as we discuss:The universal lessons Simon has learned across his storied careerThe power of empathy and communication in claimsWhy alignment is more important than technology   Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

It's a cliché at this point to note the silver linings of COVID-19…But if you're in the claims management space, there is one upside that is hard to deny:Employers are finally understanding why mental health matters — both for their bottom line and their concern for employee well-being.Today's guest, Terry Smith, First Vice President at American Benefits Consulting, is one of the pioneers of the Modified Duty and Return-to-Work movements. He joins the show to discuss the evolution of employer attitudes towards mental health.In this episode, we discuss:The history of return-to-work programsHow to approach modified duty with empathy and understandingThe difficulties faced by employees when it comes to behavioral health treatment Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

Would you rather have somebody working for you who is really skilled in one area or acceptable in a number of different areas? Beyond that, what are the long-term benefits, both from a cost perspective, but also in terms of customer retention and team culture, of having specialists and generalists on your team?On this episode of Beyond the Claim, we talk with Pat Hildt. Pat, the Regional Claim Manager for the US, Canada, & Global Operations of Uber, had a lot to say about how she's building her team to stay competitive, nimble, and efficient, and the role that specialists and generalists play in that hiring.We talked all about:Why she thinks talent is an innate capability in someone, and how to nurture and grow that talentWhy COVID has set the talent pool up for failure, and what you can do about itWhy you should look for middle ground, rather than embrace extremesWhy employees are burning out, and how you can slow that rate of burnout Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

It can be scary and overwhelming for an injured person going through workers' compensation for the first time. And, while the adversarial relationship that can be inherent in the insurance process has steered the industry as a whole away from the humanitarian piece, our guest is here to remind us just how important advocacy is.We speak with Trecia Sigle, VP Enterprise TPA and Multinational Claim at CNA, about demystifying insurance, advocating for injured parties, and advocacy ideas for the future.In this episode, we discuss:Defining advocacy & demystifying the insurance processThe limits of employer control for advocacy programsThe future of injured individual advocacy & the COVID-19 pandemic impact Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

Have you ever wondered how cities get insured?Or maybe you've dealt with writing some public entities, but you want to expand?Well, if you want answers, today's guest has got you covered.In this episode, Carson Saville, Vice President at Saville Public Entity, offers expertise in this area to agents across the country.We discuss:What falls under the category of “public entity”How public entities get insured — and how his organization helps agents do itThe changes he's seeing and his predictions for the future of public entity underwritingThe best path for those who want to get started with public entities Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

If an employee is out for a while with an illness or is distracted by a messy divorce…You'd want them to feel safe sharing — especially if it's affecting their job — right?Financial struggles can have an equally enormous impact on anyone's life, but it's something most of us get too squeamish to discuss.That needs to change. Your employees deserve empathy — and if they don't feel safe discussing finances, it could hurt your bottom line.Today's guest, Erika Wasserman, Financial Therapist at Your Financial Therapist, is one of the pioneers of Financial Therapy. Through this exciting new field, she's creating a space where it's safe for people to discuss, learn about and set goals for their money — and her approach is something every leader who cares about their employees' well-being could learn from.In this episode, we discuss:The problem of financial literacy in our cultureHow a financial therapist can help build financial literacyErika's 4 most important money tips anyone can use todayAnd be sure to take Erika's Money Relationship Quiz to learn more about yo ur relationship with money and how it may be impacting you.Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

The pandemic has shown us that you have to lead with analytics.Even before COVID, analytics were around, but they seemed like something that sat in the backseat. They can't stay there. Analytics have to drive your claims department.And as newer and better models and algorithms emerge, our industry can look deeper and deeper into the ways that technology can advance our work.Dennis Tierney, National Director of Workers Compensation Claims at Marsh, joins the show to discuss using analytics to prioritize the right claims.In this episode, we discuss:How the pandemic has changed the way workers' comp claims workThe future of the talent gap in the insurance industryWhat affects mental health has on injured workers, claims costs, and the publicNeed more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

Where would you expect to find a loss prevention officer bitten by a snake hidden in a shoplifter's purse?Filing for workers' compensation, of course.If you thought insurance was boring, then there are millions of similar stories that beg to differ.But when they're not dealing with claims snatched from a Guy Ritchie script, the professionals in Workers' Compensation are doing vital work to ensure employees get back to their feet and back to work.Just ask today's guest, Theresa Clarke, Manager of Workers' Compensation at Advocate Aurora Health, where she and her team have risen to the challenges of the pandemic to help frontline workers get what they need to get back in the fight against COVID-19.In this episode, we discuss:Why workers' compensation is a fun and rewarding careerThe role workers' compensation has played in the pandemic responseHow Workers' Compensation is incorporating a proactive, preventative approach to future claimsNeed more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

The pandemic had a profound impact on workers compensation.  Because of COVID, workers' comp had to revolutionize how it addressed claim intake, claim triage, claim reporting, claim qualification, and medical management virtually overnight.  And it's still changing. Partially due to covid, but also a variety of other factors. In fact, the future of workers' comp remains unwritten.  Joe Paduda, Principal of Health Strategy Associates, joins the show to discuss how workers' comp has changed and how it may continue to evolve into the future.  In this episode, we discuss:  - The effect opioids have had on claims costs  - How the pandemic has changed workers compensation  - What challenges and opportunities are lurking around the corner for workers compensation  Resources mentioned during the podcast:  - Check out Joe's Blog at joepaduda.com  - Visit healthstrategyassoc.com  Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.  Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.

If you are in the claims management space and yearning for a deeper understanding of the field — and meaningful connection with others in your industry — beyond the cookie-cutter content you're used to…  Well, you're not alone.  Luckily, you've come to the right place.  In this inaugural episode, Marc Cunningham, Chief Sales & Marketing Officer at Broadspire, introduces Beyond the Claim, a new podcast for strategic thinkers who aren't afraid to think outside the box.  In this episode, we discuss:  - Why we created a podcast  - What to expect in upcoming episodes  - The types of guests you can expect to hear  Need more claims strategy in your life? Check us out on Apple Podcasts, Spotify, or on our website.  Listening on a desktop & can't see the links? Just search for Beyond the Claim on your favorite podcast player.