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Mission & Values
Billing System Consolidation
Ray Steer from Markel met their goal to provide a single billing solution including consolidated reporting to improve customer service.
Member Initiativesthe Customer Experience
Ray Farinella from Selective improved the most frequent customer touch point through bill redesign.
Robert Boyle from Zurich wanted to implement a methodology to encourage and sustain an environment of continuous improvement.
ICE Receivable Management Certificate Programs
Lynn Krueger from New Mexico Mutual and Nick Civitano from Arch Insurance Group describe how they generated interest in the ICE Education program and how it helped with professional development plans.
Agency Bill Pay Tool
Pat Hurston from CNA described how they were able to streamline reconciliation and disputes.
Project and Change Management
Donald Duffey from Zurich summarized best practices for project management as organizational alignment, business representation and appropriate sponsorship.
Creating a Vision for Your Organization
Pat Hurston and Dan Cox from CNA offered tips for building a vision including leader commitment, outside the box thinking, importance of pre-work and a collaborative process with guidance.
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