The Impact of Remote Working and Behavior on the Handling of Claims

11:00 – 12:00 pm

Magnolia Ballrooms 4 – 6
Convention Level

The COVID-19 pandemic brought new challenges to the claims ad- ministration and management process with a growing number of claims professionals transitioning to a remote work environment. While originally anticipated as a temporary solution to the pandemic, various factors to include cost management, employee morale, and a realization that employees can be efficient remotely have led to a growing number of companies adopting a hybrid work schedule providing flexibility for employees to work remotely. There are many advantages to this business model but there are also peculiar challenges in the claims administration and management process. This panel will review some of the pitfalls and challenges faced, not only in training new professionals but also in the management of claims professionals in a remote work setting. Special consideration will be given to contending with the “loss of team” aspect that can sometimes arise in a remote work setting. Solutions and strategic management options will be proposed to ensure compliance with Claims Best Practices and adherence to the ethical requirements of claims administrators. Understanding this remote work environment and adapting to challenges posed is critical as some form of remote work for many claims professionals is expected to extend far beyond the pandemic.

Beatriz E. Justin, Attorney
Rissman, Barrett, Hurt, Donahue, McLain & Mangan, PA
Tampa, FL

Maggie Conatser
Director of Claims, Eastern Region
Next Level Administrators
Bradenton, FL

Pamela Last
Divisional Assistant Vice President of Claims
Lakeland, FL

Shalagh Maxwell
Claims Examiner
Lake Mary, FL


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