Claims organizations face increasing pressure to reduce expenses, streamline operations, and adopt new technologies. But how do staffing, training, and supervision decisions affect claim outcomes, litigation, and total claim costs?
In this panel discussion, Chantal Roberts and Frederick Fisher examine the relationship between claims resources, employee experience, turnover, automation, and financial performance. Moderator Heather Blevins will guide the conversation through historical case studies, regulatory developments, and recent litigation involving claims practices, connecting these developments to recurring operational risks in claims management today.
Attendees will gain practical insights into the hidden costs, and potential return on investment, of properly staffing, educating, and supporting claims professionals.
Key Takeaways:
- Evaluate how staffing levels, experience, education, supervision, and turnover influence indemnity payments, litigation, customer outcomes, and total claim costs
- Identify costs that traditional performance metrics may overlook, including impacts on claim quality, cycle times, reopenings, litigation, and loss adjustment expense
- Apply a practical framework for assessing staffing, education, supervision, and technology as strategic investments rather than isolated operating expenses
Presenters:
Chantal Roberts, CPCU, AIC, RPA, ITP
President
CMR Consulting Corporation
Chantal M. Roberts, CPCU, AIC, RPA, ITP is a claims consultant, educator and author with more than two decades of experience in property and casualty claims handling and management. Her perspective is informed by direct, hands-on experience managing claim inventories, supervising adjusters and making real-time coverage, reserving and settlement decisions under operational constraints. In addition to her industry roles, she has served as an expert witness, where her work frequently involves reconstructing claim file histories to identify when and why outcomes deteriorated.
Frederick Fisher, J.D., CCP
President
Fisher Consulting Group
Frederick J. Fisher, JD, CCP, is president of Fisher Consulting Group Inc. and a nationally recognized authority on insurance claims operations, professional liability and claims cost analysis. His career spans more than five decades and includes senior roles across claims adjusting, claims auditing, third-party administration, underwriting and specialty insurance distribution. His claims auditing methodologies and attorney management standards produced substantial cost savings for large public-sector and private-sector clients, including the Southern California Rapid Transit District (now the Los Angeles County Metropolitan Transportation Authority) claims audit referenced in this paper.
Heather Blevins, CPCU, MBA (Moderator)
Content Programming Lead
JS Held
Heather Blevins, MBA, CPCU, is the content programming lead at J.S. Held, where she leads the development and delivery of educational programming for clients, industry professionals and strategic partners. She works closely with internal experts and external organizations to create meaningful learning experiences through webinars, conferences and thought leadership initiatives.
Prior to her current role, Heather spent more than 20 years in the insurance industry, building deep expertise across carrier operations, training, consulting and project management. She has designed and implemented risk management and insurance education programs and contributed to industry publications and academic initiatives.
Heather brings a distinct perspective to client education, one rooted in the belief that leadership starts with telling the truth, not repeating the script. She holds a master's degree in learning design from the University of Illinois and has earned multiple professional designations, including CPCU, AIC, AIS, AINS, SCLA and ITP.