LIVE from RISKWORLD 2022: Theresa Everett, QBE North America
Theresa Everett, AVP of Strategic Client Management for QBE North America, shared some points from her presentation at RISKWORLD 2022, “The Five Best Practices on How to Conduct a Claim Review.” She and host Jamie Gassmann talked about some of those practices, the value of taking a macro perspective to better serve the needs of their clients, and much more.
This show was originally broadcast from the RIMS 2022 RISKWORLD Conference held at the Moscone Center in San Francisco, California.
Theresa Everett, AVP, Strategic Client Management, QBE North America
About Workplace MVP
Every day, around the world, organizations of all sizes face disruptive events and situations. Within those workplaces are everyday heroes in human resources, risk management, security, business continuity, and the C-suite. They don’t call themselves heroes though. On the contrary, they simply show up every day, laboring for the well-being of employees in their care, readying the workplace for and planning responses to disruption. This show, Workplace MVP, confers on these heroes the designation they deserve, Workplace MVP (Most Valuable Professionals), and gives them the forum to tell their story. As you hear their experiences, you will learn first-hand, real-life approaches to readying the workplace, responses to crisis situations, and overcoming challenges of disruption. Visit our show archive here.
Workplace MVP Host Jamie Gassmann
In addition to serving as the host to the Workplace MVP podcast, Jamie Gassmann is the Director of Marketing at R3 Continuum (R3c). Collectively, she has more than fourteen years of marketing experience. Across her tenure, she has experience working in and with various industries including banking, real estate, retail, crisis management, insurance, business continuity, and more. She holds a Bachelor of Science Degree in Mass Communications with special interest in Advertising and Public Relations and a Master of Business Administration from Paseka School of Business, Minnesota State University.
R3 Continuum is a global leader in workplace behavioral health and security solutions. R3c helps ensure the psychological and physical safety of organizations and their people in today’s ever-changing and often unpredictable world. Through their continuum of tailored solutions, including evaluations, crisis response, executive optimization, protective services, and more, they help organizations maintain and cultivate a workplace of wellbeing so that their people can thrive. Learn more about R3c at www.r3c.com.
Intro: [00:00:02] Broadcasting live from Riskworld 2022 at the Moscone Center in San Francisco, it’s time for Workplace MVP. Brought to you by R3 Continuum, a global leader in helping workplaces thrive during disruptive times. Now, here’s your host.
Jamie Gassmann: [00:00:21] Hi, everyone. Jamie Gassmann here again, your host for Workplace MVP, live at the RIMS Riskworld 2022. And with me is Theresa Everett. Theresa, give us a little background about who you are, where you work, what you do.
Theresa Everett: [00:00:38] Sure. Thank you. Thank you for having me. My name is Theresa Everett. I am with QBE Corporation here in North America and I am a claim relationship manager, and I manage coming from the claims background but I also manage national and multinational insurance programs.
Jamie Gassmann: [00:00:59] And, you are presenting at this year’s conference. Talk to me about the title and what your presentation is about.
Theresa Everett: [00:01:05] Sure. Yes, I am presenting and I’m very excited for that. And I am presenting the five best practices on how to conduct a claim review.
Jamie Gassmann: [00:01:16] So, tell me a little bit about – I know you want to probably save all the juicy stuff for the presentation, but what kind of things are you sharing with the audience?
Theresa Everett: [00:01:25] Sure. Well, the presentation really focuses on how best to take advantage of your claims data and then what is it that you look at in order to pick those claims. So, you know, it’s starting with the understanding of our customer and then, you know, what their pain points are, how much risk are they willing to retain. And just understanding that and just not picking claims just for the sake of doing a claims review, but really picking those claims strategically so that you can have an impact on their total cost of risk.
Jamie Gassmann: [00:02:06] So looking at your audience, what are you hoping that they take away from that presentation? What are like – if you could pick, like, the top three things that you want that audience to be left with after sitting through the presentation, what would you like that to be?
Theresa Everett: [00:02:23] I think that having a claim review, just for having the sake of a claim review, so many people are just used to doing that in our industry. Okay, let’s just have a claim review. What I really want them to walk away with is to really think strategically on the claims that they are picking for that review, how is that going to impact, you know, the account.
Jamie Gassmann: [00:02:50] Yeah.
Theresa Everett: [00:02:51] So that’s really, you know, just for the sake of, okay, we need to do a claims review. So from the portion from the carrier perspective, just don’t, you know, go picking claim. Okay, we need to do this. Really be a lot more strategic with it.
Jamie Gassmann: [00:03:09] So would they be putting like a criteria together then? Is that kind of something that would be an approach that they could take and identifying like –
Theresa Everett: [00:03:16] Yes.
Jamie Gassmann: [00:03:16] Appropriate claim.
Theresa Everett: [00:03:17] Yeah. Yes, absolutely. And, the biggest thing really is to understand your customer, what industry they’re in, you know, how they do their business, you know, what are the things, how much risk have they retained or have they transferred that risk. You know, what do they want to do? Is it just normal business or are they trying to change their program? So, those are the things that really we need to understand before we pick that group of claims to be able to effectuate any change in their program.
Jamie Gassmann: [00:03:52] Yeah. And when we talk about claims management and choosing claims review, what types of claims are you kind of focusing your presentation on?
Theresa Everett: [00:04:00] Well, really it depends on the industry. So you need to know what industry when you’re ready to pick your claim review and you have your client and you’re insured. Okay. If they’re in the food and beverage industry, you pretty much know the types of claims that they’re going to have. And, you know, from a pre-lost perspective, a safety perspective, you can take all of that data, look at it, and then look at the efficacy of how their programs are working behind the scene. So, I mean, people don’t take advantage. They look at things from a micro perspective as opposed to a total macro perspective when they’re looking at a set of claims.
Jamie Gassmann: [00:04:41] Yeah. So, really, from your presentation, they can take those pointers, those five best practices and look at across industries and apply them.
Theresa Everett: [00:04:50] Yes.
Jamie Gassmann: [00:04:50] And, really, it sounds to me like what you’re getting, you know, trying to send the message to the audiences. You’ve got to look at all the industries. They’re all going to be a little different.
Theresa Everett: [00:05:00] Correct. Each one is unique.
Jamie Gassmann: [00:05:01] Yeah, absolutely. But you can use the same standard principles across all of them.
Theresa Everett: [00:05:05] Yes. Absolutely.
Jamie Gassmann: [00:05:05] Fascinating.
Theresa Everett: [00:05:06] Yes.
Jamie Gassmann: [00:05:06] Oh, well, it sounds very exciting. I’m sure the audience is going to really enjoy those tips.
Theresa Everett: [00:05:10] Yes.
Jamie Gassmann: [00:05:11] And we so appreciate you being here on our episode here at Riskworld. If our guests or our audience, goodness gracious, a little tongue-tied this morning. If our audience wanted to learn more from you about that or to talk to you, how would they get ahold of you?
Theresa Everett: [00:05:29] So, they can contact me via email. And my email address is Theresa, that’s T-H-E-R-E-S-A, dot Everett, E, V as in victor, E-R-E-T-T, @us.qbe.com.
Jamie Gassmann: [00:05:45] Wonderful. Well, thank you again so much for being on the episode with us here, Theresa.
Theresa Everett: [00:05:50] Thank you for having me.
Jamie Gassmann: [00:05:50] Good luck in your presentation.
Theresa Everett: [00:05:52] Thank you very much.
Outro: [00:05:57] Thank you for joining us on Workplace MVP. R3 Continuum is a proud sponsor of this show and is delighted to celebrate most valuable professionals who work diligently to secure safe workplaces where employees can thrive.