19JULY - 2023VIRTUAL INSPECTION DRIVING THE INSURANCE INDUSTRYWhat has been your journey as an individual and a leader in this industry? What are your responsibilities within the organization you work for?I began my professional journey immediately following the completion of my undergraduate studies, commencing my career at GEICO as a bodily adjuster. Despite possessing no prior knowledge of insurance, circumstances necessitated that I seek employment upon relocating from Illinois to Texas. I swiftly adapted to the demands of the insurance industry and dedicated several years to serving with GEICO, before eventually transitioning into the nonstandard insurance sector. Here, I specialized in handling nonstandard drivers' complex driving records, honing my auto insurance expertise.After many years of contributing to the auto insurance arena, I assumed a risk management position at Raising Cane's Chicken Fingers approximately seven and a half years ago. Starting as a claims manager overseeing all of the claims programs, I gradually advanced to my current role as a risk manager, responsible for managing all lines of coverage and overseeing all claim programs. As a vital member of the crisis management team, I am responsible for managing our insurance renewal process and programs.Adjusters face many challenges today, especially in the post-pandemic world. What do you consider some of the most significant pain points?As I began my career as a bodily adjuster in 2006, I quickly realized the challenges of the insurance industry. The nature of the profession necessitated the ability to communicate effectively with insurers, clients, and colleagues, as insurance is essentially a people-centric industry. The onset of the COVID-19 pandemic brought about a paradigm shift, both personally and professionally. Mental health emerged as a significant concern, affecting how we approach and manage claims and how people carry out their daily jobs.In particular, mental health has significantly strained the workforce, making it essential to equip employees with the necessary tools and resources to navigate the new realities. People's perspectives on life have undergone a massive shift, impacting their insurance needs and how they approach the claims process. The days of merely pushing paper and following established processes are long gone, as adjusters are now required to go through hoops and hurdles to get clients on the phone and deal with complex traumas arising from the loss of loved ones and the loss of employment.The cost of insurance has gone up drastically, making it even more challenging for both insurers and clients alike. The focus on insurance has shifted, and it is becoming increasingly more work to manage day-to-day operations efficiently. Despite these challenges, the insurance industry remains an essential part of modern society, and we must continue to adapt An Interview with LaToya Lee, Director of Claims, Raising Cane's Chicken FingersINSIGHTSCXOLaToya LeeLaToya Lee is an accomplished insurance and claims management professional with extensive experience spanning several years. Currently serving as Senior Director of Safety, Security & Loss Prevention at Raising Cane's Chicken Fingers, she excels in ensuring operational excellence through her expertise in safety, security, and loss prevention. LaToya's successful track record includes her role as Director of Claims, where she efficiently managed claims processes, fostering fair and smooth resolutions. With notable contributions in various positions, including Claims Supervisor at GAINSCO and Casualty Litigation Representative at Direct General, LaToya's strategic approach and dedication have made a lasting impact in the industry.
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