Peggy Roy, CPCU, CHFC, CLU
Insurance Industry Leader
Property and Casualty
Management experience in Property Casualty Insurance Claims with the nation’s largest insurer including oversight of large scale claims and administration. Strong leader with the unique competencies to be successful in claims. Passion for helping customers recover from a loss and instilling professionalism in employees. Ability to work through complex issues and find a quality resolution for all parties. Strong analytical skills, demonstrated integrity, model and drive collaboration, lead from the customer’s perspective and take action to achieve results. Possess the ability to quickly assess a problem, understand the issues, identify hurdles, and develop a plan of action.
Leadership Property Casualty Claims Administration Personnel Management Employee Development
Litigation management of individual, mass-action and class action lawsuits ● Integrity
Customer Focused Process Improvement Analytical Skills
STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY January 1993 to Present
Claim Section Manager – Auto Personal Injury Protection September 2006 to Present
Managed the selection, training, development, performance management, and salary administration activities of First and Third Party Liability/Injury Auto Claim Team Managers, Claim Service Support Supervisors, Claim Representatives, Claim Processors, and claim support personnel who service automobile claims in multiple locations.
Oversight of 8 to 18 direct report first line leaders and 50 to 150 claim employees in multiple locations in Florida, New York, and Texas.
Communicate and administer claim programs, policies, and procedures to internal and external customers, medical providers, attorneys, and regulators.
Evaluate trend and statistical reports to develop and/or implement efficient and effective claim processes.
Responsible for implementing company programs and/or claim procedures and confirming adherence.
Directed development of enterprise-wide workload migration plan necessitating the re-deployment of staff and pending claim work:
oEngaged external claim resources to offload lower complexity claim tasks to free up capacity during the time of change.
oDemonstrated excellent communication and logistical coordination with more than 15 upper and peer level stakeholders in multiple locations through-out the country.
oSuccessful implementation resulted in swift execution, minimal disruption to the enterprise, creation of a road map for additional waves undergoing transformation, and was seamless to the customer.
Led organizational transition of the Florida First and Third Party Injury Claims department resulting in the reduction of over 50K pending claims to under 3K while maintaining positive customer experience and employee morale and also maintaining average paid cost and expenses.
Oversaw more than 10,000 first party litigation claims with 50+ trials/year and a 85% success rate for the defense.
Team Manager May 2001 to September 2006
Responsible for processes involving claim productivity within assigned areas.
Evaluated and provide recommendations on claim reports.
Made decisions regarding claim settlement value and handled litigation management.
Lead committees and project groups.
Claims Representative January 1993 to May 2001
Researched, and handled complex PIP/MPC claims, while maintaining high level of customer satisfaction.
Managed and resolved complex litigation.
Prepared written communication for complex claims.
Evaluated reasonable and necessary expenses.
Standard & Poor’s Corporation December 1991 to January 1993
New York, New York
Responsible for retrieving daily assignment and data quality reports for newly issued public finance, international and corporate issues.
Assigning identifiers and updating information to new issues being released to various products.
Communicate with multiple departments to resolve data discrepancies .
Bachelors Business Administration Hofstra University Hempstead, New York
Chartered Property Casualty Underwriter (CPCU), THE INSTITUTES – Risk & Insurance Knowledge Group
Chartered Life Underwriter (CLU), THE AMERICAN COLLEGE OF FINANCIAL SERVICES
Chartered Financial Consultant (CHFC), THE AMERICAN COLLEGE OF FINANCIAL SERVICES
Florida All Lines Adjuster License, 620, FLORIDA DEPARTMENT OF FINANCIAL SERVICES, Office of Insurance Regulation
Member CPCU Society, CHFC and CLU Society – over 20 years