Customer Service Commercial Lines

Debra L. Lonask

*** *. ***** ***** **.

Romeoville, IL 60446

331-***-**** * ********@*****.***

Objective: Looking to continue my career in supervisory/management of claims where I have the opportunity to develop skills and mentor adjusters for professional growth, to provide assistance and excellent customer service to customers and clients and continue my own professional growth in the insurance industry.

Work Experience

Davies Group / Quest Pro September 2023 – January 2024 Claims and premium auditor

• Completed audits on commercial and personal claims, as well as personal and commercial policies up for renewal and new business. Claims audited for compliance with state regulations, statutes, thorough coverage and liability investigations, comparative negligence appropriately applied, damages supported and settlement amounts in line, timely movement of the file, quality documentation, communication made timely and thorough with all involved parties, payments issued for the appropriate amounts with correct payees and all required letters/ executed releases issued and attached in the file

• Communicated important information by completing excel reports with scores to provide feedback and findings

• Ensured all policies were issued in compliance with state requirements and client guidelines

• Confirmed the required limits and deductibles were applied and that endorsements were present when required American Access Casualty Company / Kemper Insurance March 2018 – July 2023 Manager 2, Property & Casualty

• Managed a team of 7 adjusters across Illinois, Indiana, and Texas, handling 1st and 3rd party auto claims, overseeing attendance, performance reviews, and compensation adjustments

• Conducted monthly 1-on-1 meetings with adjusters to provide feedback, recognize achievements, and mentor for improved performance

• Ensured top performance by monitoring phone metrics, inbound/outbound call handling, and client satisfaction, consistently exceeding 100% closing ratios and 92% call answer rates

• Reviewed and approved call coverage, liability denials, and potential SIU referrals, ensuring compliance with company goals

• Provided backup leadership by managing additional adjusters in the absence of other managers, showcasing strong leadership and adaptability

• Maintained compliance with state licensing and continuing education requirements for all team members.

● Responded to all DOI complaints and handled escalations to resolution.

● Provided authorization on all coverage and liability requests on both denials and acceptance to settle.

● Reviewed all payments to ensure amounts were supported and the legally required payees were included and correct.

● Reviewed and negotiated subrogation demands, total loss settlements and assisted in moving salvage. York May 2017 – March 2018

Commercial truck and cargo adjuster

• Handled large trucking and cargo commercial claims, including moving salvage and resolving total loss settlements until resolution. Ensuring signed releases were obtained, ACV and total loss offer were supported and in line, titles obtained and compliant with state guidelines.

• Completed coverage and liability investigations by review of loss details, review of all policies and contracts, securing police reports, and obtaining statements from all involved parties.

*Adhered to coverages, applied comparative negligence under state guidelines when appropriate and facilitated damage inspections and appraisals. Processed settlements and payments to vendors, claimants, insureds and clients.

* Prepared large loss notices for tractor trailers and commercial property damage. Secured necessary documents for business interruption, inventory lists and contracts reviewed for cargo and commercial property claims to support the appropriate settlement. Investigated each commercial truck loss for potential contamination that could be caused by the spilling of fuel or chemicals being transported. Ensured EPA was contacted for immediate clean up. Contacted owners of any property that could potentially have been or was contaminated. Sedgwick CMS March 2014 – April 2017

Claims Supervisor

• Provided leadership skills through supervising a team of 5 adjusters to handle commercial clients under the TPA contract. Property damages, auto damages and bodily injury claims ranging from slip and falls to catastrophic injury in an auto accident and litigated files included.

• Managed all PTO requests, performance evaluations, attendance and scheduling

• Used attention to detail to review and audit all files

• Provided feedback and communicated daily with each client on pending claims

• Secured large loss notices and completed high severity reviews

• Created templates to outline a complete driver statement guide, injury guide, coverage template, and action plan for files and liability analysis for consistency and organization

● Provided authorization with clients on denials and settlements.

● Lines of business handled include auto liability, general liability, product liability and pharmaceutical liability. Hartford Insurance Group 2000 – 2014

Commercial and personal lines adjuster, operations supervisor

• Completed coverage and liability investigations for personal and commercial lines auto claims including total losses and subrogation demands. Negotiated settlements and applied comparative negligence where applicable.

● Garagekeepers claims investigated and handled, including review of policy and endorsements on care, custody and control.

● Received assigned claims to work with litigation on fatalities to handle all property damages for both 1st and 3rd party. Responsible for placing safeguard holds on all vehicles and securing evidence for the investigation, which included working with the responding authorities.

● Ensured all handling was within state guidelines, files moved to closure timely, all denials and settlements determined timely, were supported and communicated properly to all parties.

• Reviewed and consulted with SIU unit on any questionable claims, developing statement taking skills and investigative skills.

• Supervised and audited the claims call center on quality and service to ensure data integrity was in line and customer service provided

• Supervised intake receptionist, salvage team, accounts payable clerk and homeowners property customer service reps.

● Worked with the CAT team during storms that occurred in Texas, Louisiana and New York Additional Skills

Microsoft Office (Word, Excel, Outlook, MS Teams), Image Right, Engage, and Mitel Licensed in Texas (reciprocal)

Certified arbitration panelist

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