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Service Customer

Pascoag, RI
December 08, 2019

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Dennis Rhieu

*** ******** **** *****

Chepachet, Rhode Island 02814 401-***-****

Career Summary

I was employed by Amica Mutual Insurance Company for thirty-eight years. Amica is a personal lines carrier that has been ranked highly for their sound practices and dedication to customer service. My career began as a claims adjuster, investigating, evaluating and settling property and liability claims. After several promotions through the supervisory and examiner ranks, I became an officer of the claims department.

Work Experience

Amica Mutual Insurance Company Lincoln, Rhode Island Claims Officer January 2016 – January 2019 retirement) Responsible for nationwide property technical operations, specialization and training In charge of the Homeowner Examiner Section Development and Training. I have traveled in several areas of the country charged with settling and negotiating some of the most serious liability claims, Hurricane Katrina lawsuits, bad faith and breach of contract suits. Coordinated our countrywide catastrophe response by evaluating our potential exposure, triaging the claim handling personnel and ensuring compliance to regulation and service standards A member of our Customer Experience Team who created a Homeowner’s Customer Experience Committee consisting of branch personnel of all levels tasked with enhancing our claims experience from an innovative and technological perspective.

Senior Examiner February 2001 - December 2015

Tasked with the overseeing of the most serious first party property and property liability claims. I directly supervised five examiners who review the most complex claims across the country to ensure the adherence to state regulations, company service guidelines and proper procedures of directing the claims process.

A member of our Litigation Management Committee who rewrote our guidelines for litigation management. I also gave recommendations for further training required of our branch personnel and recommended enhancements in our electronic file screens and management reports. As a project for our Litigation Management Committee, I polled our branch managers regarding their recent litigation experience to capture trends, success stories and obstacles. The responses were summarized, quotes were extracted and placed in a video format. A two-day litigation workshop was held for the litigation coordinators using the material gathered from the polling. I organized, trained others and gave formal presentations on subjects such as Advanced Property Training, Catastrophe Response Procedures, Good Faith Handling, Litigation Management and Serious and Complex Loss Handling.

Claims Examiner January 1991 - February 2001

Responsible for examining the most serious auto liability and property first party and liability injury claims for most of the nationwide branch offices.

Duties included setting reserves, reviewing the most serious claims to ensure adherence to state regulations, company service standards and proper procedures. Created "Guiding You Through Reconstruction" a folder and guide which is presented to insureds after a serious property loss which is intended to prepare and assist them through the entire adjusting process. To our knowledge no other insurance carrier provides such guide. I assisted in developing other service programs such as Claim Card and helped administer programs with vendors from ITEL, Contractor Connection and dry-cleaning services. I gave presentations to the national PLRB Conferences and to our national company management conferences on such subjects as The Duty to Defend and service handling. Supervisor and Senior Supervisor February 1986 - January 1991 I supervised three outside claims adjusters and an inside claim representative staff of eight. I was responsible for their performances and case load. I also maintained a diary of serious files for negotiating to conclusion.

Claims Adjuster/Senior Adjuster February 1981 - February 1986 Investigated, evaluated and settled first party property and liability bodily injury claims. I was assigned the more problematic first party fire losses and the most serious injury claims to earn a promotion to Senior Adjuster in three years.

Education and Associations

Assumption College Worcester Massachusetts Bachelor of Arts, Political Science Associate in Claims (AIC)

Secretary - Glocester Country Club Glocester, Rhode Island Secretary – Waterman Lake Shore Association Glocester, Rhode Island

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