Customer Service Insurance

Kimberly A. Kotson

Home: 360-***-****

E-mail: ******.***@*****.***

Summary of Skills

• 20+ years insurance industry experience in both personal and commercial lines. While

emphasis has been claims handling, underwriting and risk management skills required in

the overall service to the accounts for customer satisfaction.

• Current Washington state producer’s license in property, casualty, life and disability.

• Efficient time management abilities. Experienced in operating in a fast paced, paperless

organization that requires multitasking and adjustment to circumstances that can change

quickly.

• Adaptable in both a team and individual capacity. Goal oriented with clear, concise

strategies and minimal supervision. Excellent written and verbal reporting skills.

• Ability to target and focus on the customer’s needs and potential risks and offer solutions

through various insurance programs for better protection from those risks.

• Professional, courteous and confident communication skills.

Experience

Aflac; Sales Associate 2013-present- A sales position focused on selling supplemental insurance

coverage for small businesses and their employees. Successfully attended all training courses provided in

sales and agency management. Underwriting and claims knowledge are a significant asset to this process.

Emphasis on new client approaches and servicing those accounts.

AIG; Director 2004-2012 - Position handled high-exposure commercial general liability, auto, employer

liability and products liability claims. This included extensive client interaction, including attendance for

mediations and trials, multiple jurisdictions and required licensing for those territories. Extensive travel

was required. This was a position requiring a significant knowledge of insurance coverage, investigative

skills and resolution strategies. The majority of the pending claims were in litigation. Litigation strategy

and strong partnerships with counsel and the client were necessary for resolution of those claims.

Universal Underwriters; Home Office Analyst 2001-2004 - Position included oversight of offices in the

western half of the U.S., Texas, Oklahoma and New York. Considerable interaction and mentoring of the

adjusters was required. This position involved high-exposure litigated claims. A considerable amount of

travel was a large portion of the job requirements which provided opportunities to participate ad contribute

to all facets of the claim handling. Complex coverage analysis was critical in this position. Casualty lines

handled included auto, GL, Employer Practices Liability and Professional liability coverage.

OneBeacon; Senior Liability Adjuster 1998-2001 -This position included a combination of commercial

and personal lines claims handling. Responsibilities included the largest exposures within the office with

an all inclusive, “start to finish” approach to the claims handling process. Travel for mediations, strategy

preparation and trial attendance was a significant part of the position.

Toyne Insurance Agency; Insurance Producer 1996-1998 - Placement of commercial and personal

lines, as well as health and life coverage for clients. Interaction with the prospects and listening skills were

important to establish all of the client’s needs and present the appropriate products and solutions to their

individual and business needs. Customer service for all of the insurance processes was required from

underwriting to risk management to claims.

Royal Insurance; Senior Liability Adjuster/Supervisor 1991-1996 - Position involved handling bodily

injury, property damage and first party coverage for the insured. These claims involved personal and

commercial lines of casualty insurance. Coverage analysis and determinations were required. Extensive

investigation into the liability and damages claimed were performed. A large portion of the caseload was

in litigation, requiring coordination of the defense team for resolution of the claim and reserve accuracy.

Lines handled involved auto, GL, product liability and medical malpractice. In addition, responsibilities

required supervision of 4 adjusters and supporting clerical.

USF&G; Liability Field Adjuster 1990-1991 - This was a field adjuster position involving the handling

and adjustment of auto, general liability, worker’s compensation and some professional liability claims.

The claims were assigned as first notices and required field investigations for coverage and liability

determinations as well as attendance in most significant litigation events.

Nixon and Co.; Independent Field Adjuster 1988-1990 - This was a casualty position operating as a

field adjuster for various insurers/clients. A majority of the claims involved medical malpractice.

Extensive field work was required for the investigations, mediations and various other tasks performed.

The investigations involved in person statements of all parties involved in the claim, contact with law

enforcement, medical professionals and counsel when involved. Scene investigations were performed as

well as some surveillance and canvassing for witnesses.

Maryland Casualty; P&C Adjuster 1984-1988 – Position evolved from a trainee handling P & C claims

handling in personal and commercial lines to a working supervisor position with responsibilities for 3

adjusters and supporting staff in addition to an individual caseload. Casualty lines involved auto, GL,

medical malpractice, product liability, employer liability and environmental exposures.

Graduated University of Washington- Bachelor’s Degree

WAOIC License #776235: Property, Casualty, Life & Disability

References furnished upon request

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