Lori Hurkin is the Director of Casualty Claims at Nationwide Insurance. Lori has over 31 years of experience and has worked for State Farm and Nationwide. Lori spent six years honing her leadership skills and facilitating effective communication within teams as a development trainer. She has 24 years of experience in auto claims and has navigated every stage of the claim life cycle in multiple leadership roles. Lori achieved her CPCU certification in 2003 and has remained involved with the Iowa chapter and the Ethics Committee at the national level. Lori holds several prestigious designations, including CLU, CFC, SCLA, and CIC. She is a certified facilitator for both the Vital Smarts Influencer program and Corporate Coach U's Coaching Clinic. In this episode of In the Know, Chris Hampshire and Lori discuss ethics, the past, present, and future of claims, and Lori's approach to leadership training.

Key Takeaways

• Lori's customer service background led her into the insurance industry.

• In technical claims, Lori works to implement enhanced claims automation.

• The current state of claims automation.

• AI's role in the evolution of automation is encouraging but still limited.

• Insights into the threat actor space.

• The importance of ethics and insurance is highlighted in the CPCU space.

• Examples of ethical dilemmas in insurance.

• Solid leadership development in the next generation of the insurance industry.

• Lori's message to anyone considering a career in claims.

• The benefits of the CPCU designation.

• A five-year look at the future of the insurance industry.

• Lori's encouraging advice to her early career self.

Quotes

• "There are a lot of companies that are looking to capitalize automation, not only for the company but for the customer."

• "Doing the right thing may not always be the simple answer in insurance."

• "We need to make sure that we are creating and developing professionals in our baseline associates."

• "Creating that world-class underwriter mindset is very important."