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ONE MONTH: THAT’S ALL IT TOOK FOR STAPLES’ KAREN DALTON TO PUT HER IDEAL
WORKERS’ COMP PROGRAM INTO PLAY

Staples’ Karen Dalton partnered with a new TPA to implement a claims management
program in less than a month.
By: Courtney DuChene | September 2, 2021
Topics: Profiles | Retail | Risk All Stars | Risk Management | September 2021
Issue | Workers' Comp | Workers' Comp Forum



Karen Dalton, senior manager of risk management for Staples, describes herself
as a “go-getter.” When she sees a problem in her company, she immediately wants
to jump in and start addressing it.

“If I see an issue, I want to tackle it, resolve it and move on,” Dalton said.

Her persistence in problem solving is one of the qualities that made her a
perfect fit to help her company Staples, and its subsidiary Essendant, overhaul
its claims management program.

The enterprise had been working with the same TPA for the workers’ compensation
program for over a decade, but when it came time for renewal, Dalton found the
offer she received was less than competitive.

Not only that, but Staples was using various vendors from within its risk
management department that made the program difficult to manage. A lack of
integration and consistency made it difficult for both injured workers to use
the system and for claims adjusters to intervene early on if a claim was
derailing.

Dalton wanted an integrated system that could use artificial intelligence to
benchmark claims, and she wanted it now.

“I didn’t want to wait that extra year and try to figure out if we could do
something else, because from a cost perspective, it was just exorbitant,” Dalton
said.

Instead of waiting, Dalton partnered with CorVel and immediately got to work
getting a new claims management program off the ground. She worked around
vacations and holidays to ensure the program would be up and running in less
than a month.

The new system is the CorVel 24/7 advocacy call line, which employees can call
to report a workplace injury at any time. The line is staffed by health care
professionals who can help workers determine whether self-care, telehealth or
in-person services are needed to treat the injury.



In the event of a workers’ comp claim, the system immediately provides adjusters
with all of the necessary medical records, and they work proactively with the
injured worker to ensure a full recovery.

Working with a new TPA has led to a 50-70% claim avoidance rate per month for
the company, and 53% of calls to the advocacy line have been treated with basic
first aid or self-care.

The company now has a 73% claims closure rate and no litigation so far under the
new system.

“She knew what wasn’t working with her current program and was straight forward
about where she wanted to see change. She has an ability to navigate through
contracts and implementation planning with a thorough understanding of the
claims and risk management process,” said Lisa Anastos, a CorVel account
executive who has worked with Dalton. &

--------------------------------------------------------------------------------

Every year, Risk & Insurance selects deserving candidates to become Risk All
Stars. These are risk managers who, through their perseverance, passion and
creativity, make a big difference to the stability of their organizations.

See all the 2021 Risk All Star Winners here.

Courtney DuChene is a freelance journalist based in Philadelphia. She can be
reached at riskletters@theinstitutes.org.





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SPONSORED CONTENT BY AMTRUST FINANCIAL



THE SPECIALTY CUSTOMIZED INSURANCE SOLUTION TO MEET YOUR CLIENTS’ EVER-CHANGING
NEEDS

AmTrust Specialty Program provides a full suite of coverage, claims and loss
control services for hard-to-insure and niche risks that can be tailored to your
requirements. As key differentiators, its nationwide network and diversified
approach enable it to cater to a broader range of industries and clients.
By: AmTrust Financial | August 1, 2022

If your client operates in a highly specialized business or has particular needs
that are often difficult to find affordable coverage within the traditional
insurance market, it’s vital that you partner with a specialty insurance
provider.

This will enable your customers to secure the appropriate cover and limits
required to protect them and mitigate against their specific risks.

That’s essential, particularly during the current hard market where rates
continue to rise and traditional insurers tighten terms and conditions or pull
coverage altogether.

One such solution is AmTrust Specialty Programs, a business unit of AmTrust
Financial. It’s a one-stop-shop that also includes claims and risk management
services and can be customized to match your client’s needs.

With increasingly more business being channeled through managing general
underwriters (MGUs), AmTrust Specialty Programs has turned its customized
approach into a boon. By providing a deep and relevant product set, it can cater
to the diverse needs of these fast-growing entities.

Additionally, as a result of an influx of underwriting talent from insurance
carriers into these MGUs, this has opened up more program opportunities. And
that’s only going to continue as MGUs become increasingly sophisticated in its
operations, data analytics, risk selection and pricing.

“Many of these MGUs have realized that they need a carrier to complement their
underwriting and distribution expertise to support their success – whether
that’s on the systems, product, actuarial, pricing or the claims side,” said
Kathleen Smith, SVP Chief Underwriting Officer for AmTrust Specialty Programs.
“That’s where we come in. We’ve successfully built out all of these capabilities
and more and have the experience of having worked closely with our MGUs to
develop niche strategies that leverage the best from each entity.”


PARTNERSHIP BUILDING

Kathleen Smith, SVP Chief Underwriting Officer, AmTrust Specialty Programs

AmTrust Specialty Programs partners with underwriting management firms that have
best-in-class expertise and in-depth underwriting knowledge in a particular
niche or industry segment. By partnering and approaching risk specific to the
niche segment in a tailored way, AmTrust Specialty Programs helps support a
solution that meets the insureds key needs and remains viable over the
long-term.

AmTrust Financial is a leading writer of workers’ compensation. It also provides
a host of multiline and monoline coverages for small- to mid-sized accounts in a
homogenous class or sector, including commercial auto, general liability,
property and professional liability, including directors and officers and
management liability.

Each coverage is provided either through the admitted or non-admitted market, or
both, based on the insured’s particular needs. AmTrust Specialty Programs can
cater to multiple industries, including but not limited to law, aviation,
delivery services, street contractors and tow operations.

AmTrust Specialty Programs focus is also on alternative and traditional
coverages, typically above $10 million in gross written premium. That aligns
best with its underwriting strategy, and solution and design structure.

Central to AmTrust Specialty Program’s successful underwriting strategy is
maintaining a diversified specialty portfolio by product, geography, client base
and distribution channel, particularly during these challenging economic and
geopolitical times. It also hones in on the specialty, non-commodity part of the
business, pursuing risks that require specialized underwriting.

“That diversification really came into its own during the pandemic,” said Smith.
“For example, exposure on the aviation side of our business went down because
flights were restricted, while in other areas, such as trucking, it was going
up.”


CLAIMS SERVICES

On the claims handling side, AmTrust has seasoned claims professionals on hand
providing 24/7 help. It also runs a state-of-the-art paperless claims system and
provides designated claims account managers who act as the point of contact for
all claims-related matters. For AmTrust Specialty Programs, the claims service
can be unbundled to a specialty operator if it is more appropriate for a
particular niche.

As far as loss control is concerned, AmTrust has a nationwide network of
representatives who carry out safety inspections, site evaluations and provide
loss prevention services. By leveraging its scale, it’s able to provide a
broader range of services to more clients. Similar to claims service, AmTrust
Specialty Programs loss control services can be unbundled to a specialty
operator if needed.

“The key advantage of being a nationwide operation is scale,” said Smith. “On a
micro level, companies want to react quickly to new opportunities in new states,
so we need to provide them with the services they need.”

“On a macro level, we want to reach out to the best-in-class national insurance
providers in a particular segment to partner with them in providing specialized
coverage for their clients across the country,” said Smith.

Another key strength is AmTrust’s technology capability. It offers rate, quote
and issuance systems to its program partners to enable them to manage their
businesses more efficiently.

In addition, AmTrust has a team of experienced in-house programmers who provide
customized software solutions to its MGU partners. Its software download
capabilities also enable the company to deliver policy information
electronically to agency management systems, while accepting data feeds from
other systems into its database.

By leveraging firms’ technology, AmTrust can provide an improved service for
all. For instance, the insurer provides workers’ compensation to AAA Towing
Service, which, in exchange, supplies telematics data, dispatch records and the
like, to ensure a more robust risk control program and better analytics, risk
selection and underwriting services.


CUSTOMIZED PROGRAMS

All of these services can be customized to meet the unique needs of clients.
That includes everything from the underwriting and claims guidelines to risk
control protocols.

“We tailor our insurance product offering based on the needs of a particular
market segment, whether driven by specialized coverage, risk management or
claims,” said Smith. “We believe our tailored approach brings more to the end
buyer than our competitors that take a more generalist approach.”

“Our long-term commitment to the program segment, wide breadth of product,
in-house systems and ability to bundle or unbundle services such as claims and
loss control are differentiators in the marketplace,” shared Smith.

For its distribution partners, AmTrust Specialty Programs uses unique admitted
and non-admitted paper, all carrying the group financial rating and strength of
AmTrust.

Having supported the program marketplace business for more than 20 years,
AmTrust Specialty Programs is a well-established, committed player, with several
relationships spanning over +10 years. We have been fortunate to be taking
advantage of market opportunities, growing by 50% overall in the last couple of
years alone. AmTrust Financial currently has $24.8 billion in assets and $3.5
billion in GAAP surplus capital with an A- (Excellent) rating from AMBest.

“At the end of the day, the client wants to deal with someone who is a
specialist in their field and truly understands the ins and outs of their
business,” said Smith. “That’s what we strive to do here every day at AmTrust:
to ensure that we’re always going above and beyond to meet our clients
ever-changing needs.”

To learn more about AmTrust Specialty Programs offering, call Kathleen Smith at
860 571 2153, email Kathleen.smith@amtrustgroup.com or visit
https://amtrustfinancial.com/insurance-products/specialty-programs.


 



This article was produced by the R&I Brand Studio, a unit of the advertising
department of Risk & Insurance, in collaboration with AmTrust Financial. The
editorial staff of Risk & Insurance had no role in its preparation.

AmTrust Financial began in 1998 with a commitment to innovation in small
business insurance. Since, we’ve grown into a global property and casualty
provider with a broad product offering. Our company has grown, but our
commitment to innovation and service remain the same.







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NEEDS

August 1, 2022