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Apparently You Can Teach an Old Machine New Tricks

By: Austin Tucker, Sr. Underwriting Product Manager – Verisk

Do you remember learning multiplication in grade school?  It was probably a challenging experience, and it may have taken you a while to figure out that dreaded multiplication table.  Yet, you didn’t fret because the teachers gave tools to help you learn this new skill.  While some teachers taught skip counting or to find patterns in the numbers, we were all given flashcards. 

Even the words flashcards can send chills up the spine of some adults to this day. 

We sat there for an eternity flipping through these cards with a multiplication problem on the front and the answer on the back.  Guess, look at the back, see if you were right, and divide into a pile of “got right” and “got wrong” and then go back through the wrong stack till it joined its brethren in a single mini tower of frustration. 

For machine learning (ML), labeled examples are their version of flashcards.  The standard technique teaches a machine to accurately recognize an object, picture, video, words, or any other sort of information you must provide labeled data to the machine until it can make better predictions.  The more data feed into the machine, the better the prediction. 

While this method works and has proven itself, it takes a significant toll on resources of computational time, staff cost, funding, and other resources that have made it impracticable on a large scale.  A company can deploy a method called few-shot (FSL) learning can be used to reduce the burden on resources as well as create more robust predictions.

What makes FSL so important to ML is that it not only reduces the effort of data collection, data labeling, and computational costs but it also allows the computer to learn about rare cases (the computer can classify, i.e., a rare animal species that is rarely photographed with only a handful of prior information).  The best (and most frightening) way to describe FSL’s capabilities is to say that it can learn like a human.    Humans can spot differences in a data set (i.e., handwriting, pictures of dogs) with only a few examples, whereas the traditional ML approach required large amounts of data to spot any differences; with FSL, this learning time is reduced drastically, and a machine can learn from only a few examples to spot discrepancies.

FSL is considered a meta-learning model, which means the model learns how to learn to solve a given problem or “learning the learner.”  This method improves a model’s results by changing the learning algorithm via experimental results.  This meta-learning model helps researchers know which algorithms make the best predictions in a dataset. 

FSL can be found in several applications that solve problems:

  • Computer vision- image classification, character recognition, object tracking, and others
  • Natural Language Processing- sentence completion (Gmail and Outlook email), text classification, and translations
  • Audio Processing- voice cloning (Siri, Alexa, GPS voices, etc.), voice conversions across different languages
  • Robotics- movement learning, visual navigation, etc.
  • Healthcare- drug discovery, disease diagnosis
  • IOT analytics and mathematical reasoning

This may seem a bit out of scope for insurance but consider the rise in smartphone apps that have taken over a role that was once a job for someone in the insurance space.  We can now use our phones to take photos of the damage to our homes, cars, places of business and upload them to our insurance carrier’s claim app to start the claims process or even settle some claims in seconds.  Trying to teach these ML models to spot all kinds of damages, verify the integrity of the photos, and make essential decisions would be an IT lift that would stagger most companies. 

The advent of FSL has helped shorten the time to market for these capabilities and will continue to do so newer models such as one-shot and no-shot learning comes more common.  While the increasing complexity of the insurance world becomes more and more digitized, the applications for these and other ML and artificial intelligence-based assistants will continue to grow to previously unimaginable heights in insurance and our lives. 

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My Favorite Thing About R.I.S.E.

At our last Engagement Committee Meeting we asked, “What’s your favorite thing about or that you’ve done with RISE?” Here’s the top 10:

  1. Conference Scholarships – I loved being able to go to a conference and meet people and learn. It was one of my favorite experiences. My company wouldn’t have sent me otherwise. I can’t wait for in person events to be fully back.
  2. Mentorship Program – I met an amazing mentor and so much came out of that. My friend is also in the mentorship program and she loves it. She even made an important career decision and got out of a job she hated, but was convinced to stay in insurance. She probably would have left the industry otherwise. (Check out Mentorship Program)
  3. Virtual Halloween Party – The virtual costume party last year was my favorite thing. It was so much fun! (View upcoming events)
  4. Elite 50 – I love that we are highlighting internships. That’s so important for our industry! (More about Elite 50 Internships)
  5. RISE Awards – Of course, I’m so grateful for being recognized as a RISE Award winner. (2021 RISE Awards)
  6. Nationwide Networking – A lot of other groups are local or specialized. I love that with RISE you meet so many people I wouldn’t normally have the chance to interact with.
  7. It’s FREE – I really love how RISE is free. Every other group I’m a part of charges a membership fee and my company doesn’t always cover it. RISE is very inclusive this way and I get all my CE covered. (Join RISE free)
  8. Committees – I love the committees and being able to work on cool projects while meeting other members. I hear a lot of different perspectives from other companies and areas of insurance. (Sign up for committees)
  9. College Connections – I’m helping with college reach outs and I love that I’m able to represent RISE to the school where I graduated and tell students about Insurance.
  10. Sense of Community – Above all, my favorite thing is all the great people I’ve met through RISE and the sense of community everyone has. (Follow us on LinkedIn)

If you’re new to RISE, we hope this list helps you find something to get involved with. Come join us at our next meeting!

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ITC 2021: From the CEO’s Seat

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InsureTech Connect did not disappoint with the energy and buzz of everything new and exciting in insurance.  From insurtechs to technology companies, from AI to traditional insurers.  Everyone who is anyone in insurtech gathered in Las Vegas this week.

In Wednesday morning’s interview with Chubb CEO, Evan Greenberg, we covered a broad range of topics. Here are my top takeaways:

  1. Technology: Our best growth years are yet to come. Digitization of insurance isn’t the hard part. We’re challenged with the need for new skillsets, reworking organizational structure, and a shift in culture.
  2. Fundamental Culture Shift:  “We used to consider ourselves an underwriting company. Now we are an underwriting and engineering company. It sounds simple, but it means so much more.”
  3. Cyber Risk: Having the right people who understand the security and vulnerabilities of systems are key to underwriting cyber risks properly. What we lack (and need to create) is a governing body, which sets standards to which systems and software can be measured against.
  4. Modeling: Models are just predictions – not truth. They are the basis for risk taking, but things are changing constantly.
  5. Global stage: Like with competition in business, we (the US) need to focus on running a better race.  Completely untangling from China is unrealistic, and there have been benefits on both sides.  If we were to focus on our strengths and bettering ourselves, we will do a better job protecting our own interests.

We’d like to hear from you!

What skillsets do you think we need to source or train more of as we progress in our digital journey?

From a carrier perspective, what do you think it means to now be an underwriting AND engineering company?

Do you agree with Mr. Greenberg on global trade?

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Interview with Kenneth Tolson, U.S. President – Claims Solutions, Crawford & Company

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#FlashbackFriday to last year’s ACE conference where we got an exclusive interview with Kenneth Tolson, US President of Claims Solutions at Crawford & Company. Listen in to his story of how he got started in insurance, some of the opportunities he is creating at Crawford & Co, his career advice, and what they look for when promoting. He also discusses innovating around the biggest pain points carriers face and integrating robotic process automation.

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RISE Interview with Brian Pozzi, VP, Office of General Counsel & Corporate Claims Officer for The Auto Club Group

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RISE interview with Brian Pozzi, Vice President, Office of General Counsel & Corporate Claims Officer for AAA-The Auto Club Group at the 2019 ACE Conference in Las Vegas, NV. From court room to board room, Pozzi shares his take on the industry and advice on advancing your career.

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RISE Interview With American Modern Insurance Group CEO, Andreas Kleiner

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Join RISE at the Connected Claims Conference in Chicago as we interview American Modern Insurance Group’s CEO, Andreas Kleiner, on the industry, technology, hiring, and career advice. He talks about having a truly global career with a positive impact.

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A Day in the Life of…

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Deborah Saunders


Senior Director, Claims Management Comcast NBCUniversal.

Deborah Saunders is Senior Director, Claims Management for Comcast NBCUniversal. She is responsible for managing all lines of Comcast and NBCU’s claims programs, including Workers’ Compensation, Auto Liability, General Liability, Employment Practices, Property and Media Professional E&O. Prior to joining Comcast in 1998, Deborah was the Workers’ Compensation Claims Specialist for Campbell Soup Company. She started her career in claims as a representative for Travelers Insurance, where she handled both workers’ compensation and commercial liability claims. Deborah earned her Bachelor of Science degree from the University of Massachusetts. She also holds Associate in Risk Management (ARM,) Certified Workers’ Compensation Professional (CWCP) and Certified Claims Professional (CCP) designations and is a certified paralegal.

“I think when people either look at risk management programs in schools or look for a career path when they get out a lot of focus is on underwriting, but I’ve found that claims provides endless opportunities to do good in the world and to satisfy curiosity and the desire to grow.” Deborah states in an interview with RISE founder, Amy Cooper. Deborah discussed more about what her typical work day is like along with some encouraging advice for young career seeking professionals.

What do your mornings look like?

My alarm is set for 5:25 but I get up between then and 6 am, depending on the day. I actually have an evening regimen, so I don’t need a morning one. I lay out clothes, look at my calendar for the next day, and have my bags packed. That’s a trick I learned from my mom.

What is your commute like?

I go to the office almost every day that I’m not traveling. I cross a bridge from New Jersey to Pennsylvania during my commute, which takes 20-30 minutes. I purposely add one mile to my route in order to pass by the fountain at Logan Circle. It’s one of the many things in the city that makes me happy so I make sure to enjoy it.

What is the first thing you do when you start your work day?

A: I pick up coffee on the way in. The first thing I do when I get to the office is break out the lint roller! I have pets. I update my to do list for the day and carry over any leftover tasks from the prior day.

Who do you work most closely with?

I am responsible for a claims team within the Global Risk Management team for Comcast NBC Universal. There are eight  of us in claims, and with our colleagues in program placement, we make up the risk department. I consider our TPA, brokers, and insurers partners to be an extension of our team. Not everyone can say that, but these partnerships are very collaborative.

How do you balance meetings, email, solving problems, and your own tasks?

I’m not a practitioner of a formal time management technique. I’ve been here for more than 20 years and I have a lot of practice pivoting when needed. It’s second nature for me. I have non-traditional work hours while traveling, which is great catch up time. I travel 2-3 times a month but usually they are short trips.

Lunch?

Usually I eat lunch at my desk. When I was starting out, it was Snickers and Diet Coke. I’m doing a lot better with my food choices now, so I typically get soup or sushi. I try to avoid lunch meetings because I find them to be inefficient.

You never get through a day without ______.

On the downside, I never get through the day without falling into an internet news rabbit hole. I’m extremely interested in current events.  On the positive side, I never get through the day without stopping to be grateful. I have a wonderful family and fun career. I try to think about it every day.

Who is home waiting for you at the end of your day? What is your biggest motivation in getting up every morning to do it again?

My husband, who is now retired, two cats and a dog. Motivation isn’t an issue because I don’t need to motivate myself since I love what I do. I thought it would be hard to leave the house once my husband retired, but it’s not.

What changes in the role of technology have you noticed in your department? Does this change the skills you hire for?

I began my career with paper files – I’ve been at Comcast for more than 20 years. Yes, it does change at least some of the skills that you’re looking for. We need people who are effective and accurate at a much faster pace, with the efficiencies that come with technology. I appreciate people who are detail-oriented and methodical but need them to be thoughtful about how they spend their time.

What is the most rewarding/favorite part of your job?

I work with great people inside my organization – everyone is smart, creative and looking for solutions that improve people’s lives.  I love the diversity of the business in both within Comcast and in the claims profession. I’ve had the same role since joining Comcast, but endless opportunities to learn. Almost every day, there’s something new.

Can you name an innovative solution that made a huge impact for your area of responsibility?

We use data analytics, as a lot of people do, but we tried to figure out a way to use it not just for goal setting, but also to eliminate bottlenecks that stood in the way of  resolution and closure. We used data analytics to set discretionary settlement authority limits with our TPA – we figured out how much authority we could give them so they don’t have to wait for our response, while still controlling the dollars. We were able to eliminate 80% of the instances they had to contact us but still keep control over the vast majority of the spend. It worked exceptionally well.  We’re also looked at how closely we monitor ALAE.  We trust our TPA team as professionals as long as spend is line with industry benchmarks.

When you were 18, did you envision your life to be like this? What advice would you give to your 18-year old self?

I absolutely did not envision it. I have this great career because the path I had in mind didn’t play out the way I thought. Follow your dreams, but if through circumstance you’re diverted, be open and curious. Wherever you can, set yourself up for job satisfaction – there’s always something you can turn into a positive. Find it, build it, focus on it, and you’d be surprised where it can take you. I could not be happier.

What advice would you give to other women who might be considering a career in insurance?

This is so important to me. My advice is to consider claims. I think when people either look at risk management programs in schools or look for a career path when they get out a lot of focus is on underwriting, but I’ve found that claims provides endless opportunities to do good in the world and to satisfy curiosity and the desire to grow. It’s perfect for people who think of themselves as lifelong learners. The number one thing I would say if you’re considering claims – call me! I’ll be delighted to tell you why  I think it can exceptionally rewarding career.

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A Day in the Life of…

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Stacey Jurado

Claims Casualty Manager
Atlas Financial Holdings, Inc.

Stacey spent time with RISE founder, Amy to discuss her daily routine along with some advice for the new insurance professionals entering this space.

What is your morning regimen?

I get up at a quarter to 5 am, and my regimen is: coffee, shower, and play with my dog for a while to clear my mind to get ready for the day.

What is your commute like?

I’m very fortunate, I live less than 5 miles from the office so drive in.

What is the first thing you do when you start your work day?

The first thing I do is get some administrative tasks done. I get in before everyone, so I am able to get all my end of day reporting from the previous day done. This way I’m ready to field whatever people need when they get in.

Who do you work most closely with?

I’m in the casualty department within claims. I have one supervisor and a total staff of 11. Currently I’m looking to fill 2 open positions. I work most closely with my team, legal staff, and outside counsel. I also have one property damage adjuster as well.

How do you balance meetings, email, solving problems, and your own tasks?

 I try to schedule my day, and I allow certain times for different activities. Each person has a specific time, so if they need attention, we can address it at their time. I live by my calendar, both personally and professionally.

 Lunch?

 Lunch is usually at my desk. It includes a coffee run which takes about 15-20 minutes to reset and refocus, gets me outside for fresh air, and allows me to step away, because that is important.

You never get through a day without ______.

Having plans change. You must always be ready to roll with it!

Can you name an innovative solution that made a huge impact for your area of responsibility?

We’re using an outside vendor to manage our legal billing, and we moved to flat fee scheduling, which gives better control over spending. I used this before at a prior company and it works very well. I’m also working on putting in place an early settlement bonus. I’m going to tighten up the plan because it will benefit both us and our outside counsel, and it will cost less in the long run.

What changes in the role of technology have you noticed in your department? Does this change the skills you hire for?

We’re now paperless so that gives people the opportunity to work pretty much from wherever. Everything is more advanced so we look for people who can be more independent. We do have several people who work from home remotely several days a week.

What is the most rewarding part of your job?

The most rewarding part of my job is seeing the results and seeing people succeed professionally. I enjoy winning cases. I also enjoy building rapport with others in other departments. Watching peers receive promotions is amazing. Seeing my team expand their roles is the best, because that’s how I got to where I am today.

What is your biggest motivation in getting up every morning to do it again?

My family is my motivation. I just want to make them proud. My mother owns her own successful business so I’ve always wanted to make her proud.

When you were 18, did you envision this to become your career?

 This is definitely not what I thought I was going to be doing. I don’t think I had a clear vision at 18. I would encourage others to find something they are passionate about. Just be open to try things because that’s the only way to figure out what you love. I happened to fall into it, but I love it. Insurance is much more interesting than it sounds! People have a preconceived notion that insurance is boring. No two claims are the same, and you constantly have to think outside the box to come up with innovate ways to achieve the results, whether it’s utilizing resources that have served you in the past or finding an outside vendor. Insurance is anything but cookie cutter.

What advice would you give to other women who might be considering a career in insurance?

Work hard! Try to get as much exposure as you can, whether that’s working in different departments or forging relationships with other departments. Become well rounded so you become a resource. Surround yourself with the people you want to emulate. Don’t be afraid to ask for help

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A Day in the Life of…

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Gracemarie Mende

Claims Manager Arch Reinsurance Company

While providing some insight about her day to RISE Director, Katerina, Gracemarie states, “The best way to find productivity in my day is to make a to-do list of even the littlest things.” We spoke beyond her day and more in depth about the positives of pursuing a career in insurance in the following Q &A.

What time do you wake up?

If I had to pick a specific time, I’d say around 6:45 am however, with my husband’s work schedule, I tend to fluctuate depending on the time he gets home at night. Most days lately he’s been working from 1 PM to 9 PM which results in my stay up closer to midnight.

How do you get to work?

My morning consists of about a 45 minute drive to work. Throughout my career thus far, I’ve experienced the worst and the best commutes from as short as a 20 minute drive to as long as an hour and a half train and car ride one way on unreliable mass transportation.

What is the first thing you do when you get to the office?

They say your first few agenda items upon getting in the office would be to get yourself situated, get your coffee, straighten up your desk, etc. However, as my career has developed, I find myself dropping my coat in the same spot, logging on and immediately jumping into emails. Half the time it’s over an hour or so later when I pick my head up and realize I need water, breakfast, and a bathroom break. It’s probably not the most productive way to start the day, however, when your mind has been racing the entire way to your desk, you don’t want to lose your train of thought or momentum.

Who do you work most closely with at work?

In this role, I work closest with a number of TPA firms and adjusters. My job requires supervision and oversight of the firms, programs handled, and individual assigned adjusters. However, part of my job is collaborating with the other departments like Operations, Compliance, Legal, Finance and Underwriting.

What does 9-12 look like in your day?

99% of the time, my day begins well before 9 am. From those morning hours through mid-day, most of my time is spent diffusing situations, resolving questions and concerns, and dealing with the last-minute emails not addressed from the night before. If I’m lucky, that will consume the first hour and a half of my morning allowing me to begin my to-do list for the day. The best way to find productivity in my day is to make a to-do list of even the littlest things. It can become daunting if you sit down and realize all the things you still have spilling over that can never get accomplished. Once my morning emails are done though, I find myself able to actually supervise and monitor the claim files being handled. Of course, all of this only applies IF there are no meetings scheduled. Let’s not even begin to address the monkey wrench that throws into the day.

Lunch?

I’m lucky, or unlucky, enough to work for a company who is obsessed with food. At least once a week, there is some sort of lunch being ordered, however, it’s important not only for your health but, wallet to plan your meals. This enables me to not only work through lunch when necessary, but, step away from my desk to accomplish those little things I may not have time for after work, get a manicure and other beauty maintenance, stop at the cleaners, make a doctor’s appointment, etc. At least 2-3 times a week, I step away from my desk for at least a half an hour to sit and socialize with a number of co-workers, but, the rest of the time, I take the opportunity to accomplish personal things. That time is what I make of it. I sure won’t be leaving any earlier if I don’t step away which drags out the little tasks needed to get done in life. Theoretically, it sounds like my lunch time enables me to get it all done, realistically, it never works out according to plan.

What does 1-5 look like in your day?

The second half of my day I try to break up into setting aside time to accomplish tasks and diffusing more problems that arise. Upon returning from whatever I do during that lunchtime hour, I take some time to answer a few emails and calls. By mid-afternoon though, I’ve tried to set that time for meetings, projects, and closing out the needs of others, unless that’s the project I’m working on. By closer to 4/4:30, I circle back to the outside world and begin closing out emails and calls for the rest of the day.

Who is home waiting for you at the end of your day?

I’m blessed to be married for the last almost 2 years to my husband, although after living together for the last 4, the honeymoon stage has long passed. Our children consist of 2 fluffy big brown dogs and a bossy cat. All of whom require an excessive amount of attention when I get home.

What is your biggest motivation in getting up every morning to do it again?

I actually enjoy the work I do and what I’ve learned. When asked what my job is like, I’ve related it to law and order. There’s a claim behind almost every action nowadays. Think of a horrific car crash, hurricane, #MeToo, product recall or the infamous McDonald’s hot coffee complaint. All of these breaking new stories result in some sort of claim regardless of the carrier or who handled the claim. Whether news worthy or not, the claims department of an insurance company is tasked with investigating a complaint and allocating responsibility. It not only provides dinner conversation but, always keeps your day interesting.

When you were 18 did you envision your life to be like this?

At 18 years old, I still envisioned myself as a Special Education teacher working a set work day, lesson planning, summers off, and hoping to have started a family by now. I never wanted to be in the industry nor high powered as I grew up an only child of a successful single parent in the industry. I never appreciated the demands and work. At 18 you’re still jaded by decisions that you may not have appreciated growing up.

What advice would you give to any 18-22 year old making decisions about their career goals?

Try not to pigeon hole yourself. Appreciate the ability to learn and challenge yourself to new skills and career options. As much as you want to believe you’re not trying to live up to expectations from movies, TV shows, social media, etc. Your future and career can be much more enjoyable without having to be some version of TV glamorous. Don’t close off a possible career path because you don’t know what it is or it may sound boring.  There’s a cheesy fortune cookie saying I keep on my desk. It doesn’t always work on the daily, but, every once in a while, it keeps me grounded, “Aim for the sky, because even if you miss, you’ll still be among the stars.” Like I said, cheesy, but, if you think about it, if you keep trying and open yourself up to anything, you’ll still find joy and success at the end of the tunnel regardless of whether it’s part of your initial plan.

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A Day in the Life of…

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Regina Cedeño

Resolution Lead
Blackboard Insurance

Regina C. Cedeño, MBA, CLMP is a Resolution Technical Lead at Blackboard Insurance Company, a subsidiary of AIG. Ms. Cedeño joined Blackboard Insurance Company with over 13 years of insurance experience in the areas of Financial Lines including Errors & Omissions, Professional Liability, General Liability including Automobile, Construction, Construction Defects, and Environmental. Ms. Cedeño is licensed as an adjuster in thirty-two states, and due to reciprocity, she is able to provide claims management in all fifty states. In addition, Ms. Cedeño has experience within three different sectors within the insurance industry, having held positions with insurance carriers, third-party administrators, and clients (insureds).
Ms. Cedeño also completed the extensive requirements for the Litigation Management Institute hosted at Loyola University Chicago School of Law, and was awarded with the designation of Certified Litigation Management Professional (“CLMP”). She is also a member of the Claims and Litigation Management (“CLM”), National Retail and Restaurant Defense Association (NRRDA), and The International Association of Claims Professionals (IACP). Ms. Cedeño received her Master’s in Business Administration from Florida Metropolitan University in 2006 and her Bachelor of Science in Criminal Justice, with a minor in English, from Pennsylvania State University at Altoona College in 2001.

RISE Director, Katerina spent time with Regina to discuss what a day in her life is like, the insurance industry, and suggestions for young professionals entering the space. This is what she said.

What are your mornings like?

My morning starts at 5:30 am. I leave my house by 6:45 am. Time is of the essence because I commute from western NJ to NYC at least 2-3 times a week and to PA at other times. In fact, my preparation starts the night before. It entails sorting the clothes for my two girls and myself, filling their backpacks with all school supplies and mine with work essentials including my laptop. School lunches are prepped the morning of and packed before I depart. Once my mother arrives to take assist my little ones for school, I’m off to work. My commute is usually a three-step process. It’s long at best. I drive approximately 20 minutes to a bus stop. The bus then takes me to NYC Port Authority–approximately 1.45hrs. Then, I take the NYC subway to Fulton Street, and walk three blocks to my office building. The total commute time varies, but it’s usually 2 ½ hours one way.

What do you do once you walk into the office?

The first thing I do is grab a cup of Bustello coffee and a KIND bar. I recommend the almonds & coconuts KIND bar. Then, I look at my emails. At the office I work closely with my Chief Claims Officer and my direct counterparts. I supervise and oversee the claims being handled by our Third-Party Administrator, consisting of 15-20 adjusters. Prioritizing at work is very critical. Ongoing handling of situations never ceases. Generally, priority hinges on the level of severity. I prioritize problem solving first, followed by critical emails and team meetings.

Lunch?

I prefer to dine out at a pub/restaurant with colleagues and friends, but at times meetings keep me in for lunch. I never get through a day without coffee. I need that boost!

How do you get back into work?

Finishing what I started along with resolving new issues and matter. The most rewarding part of my job is resolution–being able to resolve an issue or matter, where all parties are satisfied and agreeable to the resolution.

What do you look forward to after work?

At the end of my work day, I look forward to two smiley faces waiting at the door, calling me, “mommy”. They are the biggest motivation in my life along with my husband–my family motivates me to get up every day to endure the long commute to work.

Can you name an innovative solution that made a huge impact for your area of responsibility?

Yes, but we’re not talking about it just yet. Our innovative solution to claims handling will rely on new technology that we are building. It will have a huge impact not only on my position, but other participants in the insurance industry, including policyholders. Stay tuned!

What changes in the role of technology have you noticed in the workplace?

Technology is now firmly entrenched in the insurance industry. It has enhanced the access to information so that almost everything is available in a paperless environment. Also, technology allows individuals to work remotely, yet communicate instantaneously with co-workers, clients, brokers, policyholders, etc.

What technology skills seem most important now and in the years ahead?

I would say Artificial Intelligence, and the ability to access things from anywhere. Combined, these two technologies open up unlimited possibilities to resolving problems anytime, anywhere.

How is technology improving the customer experience?

Technology helps in two-folds: 1) through the efficiency in retrieval of information, as opposed to receiving by “snail mail,” and 2) the ability to respond instantly to customers to ensure a superior service experience.

What advice would you give to your 18-year old self or any other 18 year old?

At 18 years old, I wanted to be a veterinarian. I never once thought of insurance as a career. At 21 yrs. old, the television show, Law and Order, caught my attention–particularly the investigation aspect piqued my curiosity. From that curiosity, I pursued a career in investigation, which inevitably led to insurance. If I were to give advice to my 18 year old self, I would say, major in Business, and minor in Communications. It would make you a solid performer in any industry. Also, never forget to network. To the 18-22 year olds, don’t worry if you are unsure as to what you want to do with the rest of your life. 80% of college graduates venture into a different direction from their major that they studied. That’s okay. Just find something that you enjoy and look to correlate it with an industry. Then, make that industry or work your passion and continue to build yourself up in the industry. Always network! Look for a mentor! Plenty of us love to take new grads under our wings. Then, remember to stay in touch with those people who helped you along the way and they will remain a constant source for your growth.


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