Level Up Claims

Galen Hair interviews Parker Logan, a property casualty attorney. Parker emphasizes the importance of hard work, organization, and a strong team to become a successful lawyer. Drawing from his family law background, he underscores the need for conflict management and client trust. He also points out issues in the claims process, such as disorganized files and inadequate records, urging professionals to maintain detailed files for successful claims.

Who's the Guest? W. Parker Logan is a passionate attorney who is focused on property casualty and commercial litigation. Before he joined Hair Shunnarah Trial Attorneys as a full-time attorney in October 2021, Parker served as an Associate Attorney at a New Orleans-area law firm. Prior to that, he served as a law clerk with the Supreme Court of Louisiana under Justice Marcus R. Clark. Parker graduated from Loyola University New Orleans College of Law in 2020. While there, he served as a teaching assistant for the International Legal Studies program and studied abroad in Greece and Austria.

Highlights

• Parker Logan's background and where he is from
• The variations among attorneys' qualifications and skills
• His process when he receives a new claim
• The importance of having a well-documented, organized file from the claimant's contractor or public adjuster
• A major issue in claims handling: Files transferred from contractors or public adjusters not being up to par, which hampers the attorney's ability to effectively represent the client
• The importance of properly documenting timelines, inspections, estimates, and correspondence for a claim in order for attorneys to do their jobs effectively
• The advantage of working in separate buildings from his spouse
• The challenge of maintaining a balance
• How to find the right balance between work and personal life
• His experience of working with his spouse and how they keep their work and personal life separate helps in preserving their relationship

Episode Resources

• Connect with Galen M. Hair
• https://insuranceclaimhq.com
• [email protected]
• Connect with Parker Logan
• https://insuranceclaimhq.com/attorney/parker-logan/#:~:text=Parker%20Logan%20is%20a%20passionate,New%20Orleans%2Darea%20law%20firm
• https://www.linkedin.com/in/w-parker-logan-b165361b1

In a podcast with Galen Hair, Natoshia Dumont shares her take on the importance of continuous learning and investing in employees' personal, professional, and social growth. With her background in teaching and software coding, Natoshia introduces a structured curriculum at Insurance Claim HQ that emphasizes a growth mindset and continuous learning. Her approach enhances employee retention and significantly influences their performance and engagement. She asserts that creating an inclusive work culture and fostering genuine human connections can boost job satisfaction, customer service, and ultimately, company success.

Who's the Guest? Natoshia Dumont is a dedicated Training and Implementation Specialist, known for her deep commitment to continuous learning. After graduating with a B.S. in Elementary Education from Southern University at New Orleans in 2016, she spent six years as an Elementary Teacher, excelling in both 5th and 3rd-grade classrooms. Her outstanding contributions to education were recognized when she was awarded Teacher of the Year for the 2021-2022 school year. Building on her passion for learning, she earned certification from the LSU Coding Bootcamp in March 2023 and is currently expanding her skill set in software development at LSU's bootcamp powered by Fullstack Academy. With a keen eye for detail and a strong work ethic, Natoshia thrives in collaborative work environments, driven by her insatiable curiosity and love for learning new things, especially when it aligns with someone's passion.

Fun Fact: Recently introduced to fishing, Natoshia has found a new passion and thoroughly enjoys the experience!

Highlights

• Natoshia's experience of winning the 'Teacher of the Year' award during the challenging times of the COVID-19 pandemic
• Her unique combination of skills in education and software development which fit the company's needs
• How having a growth mindset, coupled with continuous learning, can contribute to the long-term success and development of a company
• The importance of balance in the process of feedback and assessment, providing valuable insights while ensuring it doesn't disrupt the employees' work time
• How effecting change requires leaders to authentically believe and invest in their employees as individuals, contributing to a positive work environment and better workplace dynamics
• Her personal experience of transitioning from teaching to working at Insurance Claim HQ
• Her goal is to create a work environment where employees feel safe, appreciated, and fulfilled, thereby helping to mitigate the Great Resignation

Episode Resources Connect with Galen M. Hair

• https://insuranceclaimhq.com
• [email protected]
• Connect with Natoshia Dumont
• https://www.linkedin.com/in/natoshia-dumont-02b016240

The podcast conversation between Galen Hair and Cole Kline explores Cole's journey from contractor to president of the American Association of Public Insurance Adjusters (AAPIA). Cole shares the importance of implementing processes for business growth, influenced by "The Four Hour Workweek", which allowed his company to operate in 27 states. He also shares his experience with AAPIA, which began dismissively, but became appreciative as he saw how such associations can affect policy changes, benefitting public adjusters nationwide.

Who's the Guest? Cole Kline is the Owner of Hope Public Adjusters, President of the American Association of Public Adjusters and Founder of the Public Adjuster Business Systems. Founded in 2004, the American Association of Public Insurance Adjusters (AAPIA) is dedicated to promoting the highest ethical and professional standards among public adjusters, providing education and resources to support their work, and advocating for fair and just settlements for insureds.

Highlights

• The importance of having a good team and building processes within a business.
• How having a stable team and processes helped Cole take his paternity leave without worrying about business operations
• The importance of being part of an association like AAPIA and the impact of membership contributions
• The impact of national model acts and the importance of participating in these processes
• How changes in one state's legislation can impact other states, like the fee cap adopted in Florida
• Importance of a national association in observing and addressing issues before they escalate
• Philosophy of association memberships: More benefits yielded with more involvement and work
• Advocacy for membership even if one is busy, the benefits of networking, staying aware of nationwide changes, and contributing to industry-wide efforts
• The value of memberships even if contribution is minimal and awareness of legislative changes
• The benefits of membership funds in furthering legislative efforts and achieving clarity
• How you can join AAPIA

Episode Resources

• Connect with Galen M. Hair
• https://insuranceclaimhq.com
• [email protected]
• Connect with Cole Kline
• https://www.linkedin.com/in/cole-kline-4aa045192
• https://www.linkedin.com/company/hope-public-adjusters
• https://www.facebook.com/hopepublicadjusters/

Galen Hair interviews seasoned attorney and friend, Lauren Checki. The topic is the role of emotional intelligence and vulnerability in the legal setting. Lauren emphasizes the power of human connection and empathy, drawing from her personal experiences where displays of authentic emotions led to better outcomes in mediations. She encourages other attorneys to incorporate empathy and compassion in their service and to be willing to take risks for better client outcomes. Reflecting on her early days in law school and her journey, she believes that understanding clients as people rather than claim numbers is essential.

Who's the Guest? Lauren E. Checki is an attorney who has worked tirelessly to make a difference in the lives of thousands of individuals and families. Her motto is "Leave the Hard Work to Us", and that is her ultimate goal when meeting with each of her clients. Her practice allows her the freedom to get to know each of her clients individually, and devote the necessary time and resources to easing her clients' pains. Lauren is a passionate advocate for her clients, and understands that it is of the utmost importance to listen to her clients' stories, understand their needs, and collaborate with them to develop a plan that will address their concerns as swiftly as possible.

Lauren is a New Jersey native, who had dreamed of living in New Orleans for her entire life. In 2005, that became a reality. She earned her bachelor's degree from the College of the Holy Cross, in Worcester, MA and her Juris Doctor and her civil law certificate from Tulane University Law School in 2008. Now, Lauren serves as a consultant for Tulane University, as the Title IX Hearing Board and Appellate Board Chair, presiding over Title IX cases filed through the office of Student Affairs.

Highlights

• Lauren's background before law school, including her upbringing in New Jersey and her decision to attend Tulane law school
• The usefulness of her unconventional background in law and how it has helped her adapt to courtroom situations spontaneously
• The extensive work she did to assist evacuees from
• Louisiana post-Katrina and how it significantly impacted her personal approach to law
• The value of empathy and understanding clients' stories
• How lawyers play a critical role in helping clients tell their stories in a meaningful and impactful way
• The societal stereotypes women face when expressing emotion, especially in a professional setting
• The successful result of the mediation and how the mediator's effort to get the best possible result for the client
• Lauren's strategy of embodying her client's perspective and how she uses empathy to represent her clients more effectively
• The need for attorneys to keep learning, growing, and trying new techniques to represent their clients better, challenging the rinse-and-repeat formula followed by many

Episode Resources

• Connect with Galen M. Hair
• https://insuranceclaimhq.com
• [email protected]
• Connect with Lauren Checki
• https://www.anslawyers.com/attorney/lauren-e-checki/
• https://www.linkedin.com/in/lauren-checki-74852a4
• https://shunnarah.com/attorney/lauren-e-checki/

Mike Fellman, president of Envision Roofing, shares his career journey in the roofing industry on the Level Up Claims Podcast. Starting in his family's roofing business, he has held numerous roles and gathered vital industry insights before creating his own company. Envision Roofing shines due to its four special divisions and culture that values employees' well-being. The company emphasizes comprehensive customer education, transparency, and satisfaction, proving successful in a competitive market. Mike believes in prioritizing customer experiences over sales for long-lasting business relationships.

Who's the Guest? Mike Fellman is a roofing industry veteran with a remarkable journey that began at the tender age of 10. Growing up with a father who owned his own roofing company for two decades, Mike was introduced to the world of roofing from a very young age, instilling in him a deep passion for the trade.

Mike's professional journey took a significant turn when he spent seven years at GAF, North America's Largest Roofing Manufacturer. He started in the technical division, where he honed his expertise by inspecting both residential and commercial roofing systems. This hands-on experience provided him with invaluable insights into the intricacies of roofing.

Highlights

• Mike's experience of being in the roofing industry since he was only 10 years old
• His 7 years of experience at GAF from technical division to sales and his decision to leave the manufacturer side and start his roofing company
• The four different divisions of his company: Roofing, Solar, Remodelling, and Synthetic Turf
• The belief in treating employees fairly and providing transparency
• Strengthening partnerships as a key principle of the company and the importance of the constant reinforcement of relationships inside and outside the company
• How they spend more time educating customers about their product recommendations, unlike other companies that simply ask about preferred colors
• How they capture the homeowner's perception by asking them about their preferences for things like how a professional roofing company should dress or what type of vehicle they would want them to show up in

Episode Resources

• Connect with Galen M. Hair
• https://insuranceclaimhq.com
• [email protected]
• Connect with Mike Fellman
• https://envision-roofing.com/about/

TJ McCormack talks about his role as community manager at Roofr, a tech solution for the roofing industry, in this episode of the Level Up Claims podcast. He discusses his successful social media strategy, which involves open discussions about mental health, including his own struggles with PTSD, anxiety and panic disorders. TJ also talks about his work with Euroshield rubber roofing, a product made from 95% recycled commercial tires, highlighting how it can help businesses conserve money and protect the environment.

Who's the Guest? TJ McCormack is a Community Manager, Roofr; Roofing Hall of Fame Inductee; Keynote Speaker; Most Innovative Award Winner 2023; Founder of Worlds Greatest Roofer – Roofing Content Creator with more than 400 thousand followers.

Highlights

• The potential positive influence Roofr could have on the industry despite challenges
• The importance of social interactions on social media and creating substantial content
• How he got diagnosed with anxiety and panic disorder due to stress and ignored his mental health for a long time
• The positive impact on his social media growth substantiated by being open about his mental health journey
• The potential benefits of using renewable solutions like Euroshield for homeowners and the environment
• TJ McCormick's personal take on 'leveling up', stressing on personal growth, betterment, and long-term planning.

Episode Resources

• Connect with Galen M. Hair
• https://insuranceclaimhq.com
• [email protected]
• Connect with TJ McCormack
• https://www.linkedin.com/in/worldsgreatestroofer
• https://www.instagram.com/theworldsgreatestroofer/
• https://www.facebook.com/worldsgreatestroofer/

Galen Hair interviews Jason Manten, an attorney with Insurance Claim HQ, who shares his insights on the insurance claims process based on his experiences on both sides of the defense and plaintiff spectrum. Manten previously worked in-house for insurance companies, which gives him a unique understanding of their delay tactics.

Who's the Guest? Jason Manten began his career in construction defect litigation, focusing on defending developers, product manufactures, general contractors, design professionals, environmental consultations, and subcontractors. These representations included construction and design defect disputes, construction payment disputes, and catastrophic construction accidents. Mr. Manten then moved in-house with Florida's largest homeowners insurance carrier, specializing in insurance defense. During this time, Mr. Manten learned how insurance companies operate, including their litigation strategies and how they evaluate claims. He now pursues claims on behalf of the insureds and helps policyholders navigate the complex legal issues involved in presenting and litigating against insurance companies, helping insureds recover what is owed to them.

Highlights

• Jason talks about his journey into law and his initial jobs in eDiscovery and litigation.
• The struggles of representing large insurance companies and their practices.
• Jason shares his experience in adjusting claims while working in-house.
• Common tactics of insurance carriers to delay payouts on claims.
• Conversation about the aftermath of Hurricane Ian and implementing an overhaul package in Florida.
• The tactics deployed by insurance companies concerning claim estimates.
• The interrelation between mortgages, insurance and the housing market.
• His prediction about the future of the legislation in Florida.
• The implications of removing one way attorney fees for insurance claim cases.
• Pointing out possible upcoming issues due to benefits given to carriers.
• Bringing up an example of unfair treatment of policyholders by insurance carriers.
• The public perception of insurance carriers in Florida.

Episode Resources

• Connect with Galen M. Hair
• https://insuranceclaimhq.com
• [email protected]
• Connect with Jason Manten
• https://insuranceclaimhq.com/attorney/jason-manten/

Galen Hair interviews veteran appraiser George Keys. George discusses concerns about a growing trend of insurance carriers directly instructing appraisers. He highlights the importance of appraisers maintaining independence and objectivity in their evaluations. The conversation also touches on the need for attorneys to be transparent and independent in their interactions with appraisers and clients.

Who's the Guest? George W. Keys, SPPA is the President of Keys Claims Consultants, LLC. Mr. Keys has a Bachelor of Arts Degree from Almeda University. He has over 40 years in the claims profession. He began his career with Commercial Union Insurance Company where he worked his way to a Property General Adjuster and Catastrophe Coordinator. In 1993, he became a Public Adjuster. He holds the highest designation obtainable by exam (SPPA) from the National Association of Public Adjusters. He belongs to several Associations, including the Windstorm Insurance Network and The National Association of Public Insurance Adjusters (NAPIA).

Highlights

• The importance and benefits of appraisal in claims handling
• Debate on the credibility and veracity of experts in the industry
• Changes in the appraisal arena in Florida, particularly with changes in legislation
• What young appraisers should avoid doing
• The topic of whether other appraisers are influenced by law firms is brought up
• Experience sharing of dealing with requests for access to communications with appraisers from opposing councils when there is an active lawsuit

Episode Resources

• Connect with Galen M. Hair
• https://insuranceclaimhq.com
• [email protected]
• Connect with George Keys
• https://keysclaims.com/
• https://www.linkedin.com/in/george-keys-sppa-57906830

Galen Hair talks with Lynette Young, co-founder of Claim Wizard, who discusses her transition from New Jersey to Texas, and how her business, originally aimed at building custom software for public adjusting firms, developed into Claim Wizard. The platform assists various-sized businesses to streamline their procedures and remains affordable and ethical. In the interview, Lynette emphasizes the importance of continuous learning and the necessary balance between the art and science of public adjusting. She also offers valuable advice including having a clear process in place, working to detach oneself from the company, and hiring before it's too late.

Who's the Guest? Lynette Young, ClaimWizard's Co-Founder & Sorceress of Alchemy. She is a Certified Business Advisor and has over 25 years experience of designing and mentoring profitable and well-run small businesses and franchises. She is a proven process and technology strategist with focus on workflow efficiencies and scalability.

Over her professional career, Lynette has worked with clients of all sizes ranging from Google, Twitter, Harlequin Publishing, and American Airlines to HVAC installers, electricians, local appliance retailers, franchises, and now exclusively public adjusting firms. Lynette is a Co-Owner and heads up the ClaimWizard RevOps team.

Highlights

• Lynette shares about her background and journey from New Jersey to Texas.
• The different methods of adjusting claims in various regions and how that affects client habits.
• Explanation of how Lynette's consulting helps businesses run more efficiently.
• The common mistake of outsourcing sales first rather than operations when a public adjuster business begins to grow.
• Three things to watch out for when starting a public adjusting firm: Having a process, setting up the firm to operate outside of the founder's involvement, and hiring sooner than needed.
• The danger of buying oneself a job when starting a small business.
• The potential damage of rushing the claims process.
• The concept of Net Promoter Score (NPS) is introduced as a measure of customer satisfaction and a method of improving marketing efficiency.

Episode Resources

• Connect with Galen M. Hair
• https://insuranceclaimhq.com
• [email protected]
• Connect with Lynette Young
• https://www.linkedin.com/in/lynetteyoung?original_referer=https%3A%2F%2Fwww.google.com%2F

Galen Hair talks with lawyer Trent Moss, originally getting into law from medicine, who illustrates his path and shares critical advice from his legal career that surged after Hurricane Isaac. He points out the major issues in the legal industry, such as overburdening with cases, which primarily stem from business concerns rather than legal ones. Encouraging listeners to select their lawyers wisely, Moss shares key skills that make a good legal professional. These skills include understanding policies, efficient communication, gaining expertise in industry conditions, and developing technical understanding.

Who's the Guest? Trent J. Moss is an avid litigator who has been fighting for the rights of property owners throughout his career, taking the fight to insurance companies, banks, contractors, and anyone else who infringes on the rights of his clients. Mr. Moss has secured victories for his clients throughout Louisiana and is well known as an aggressive advocate who pushes cases forward and gets the job done.

Mr. Moss has worked tirelessly over the years to defend the rights of Louisiana residents and businesses damaged by Hurricanes Katrina, Rita, Gustav, Isaac, and countless other storms, floods, fires, and myriad other losses. He has even taken on building product manufacturers, mortgage companies, big banks, and other companies that are "too big to fail."

Highlights

• Trent discusses his career transition from studying medicine to law and the reasons behind it.
• How the legal community dealt with the fallout of large loss cases after Hurricane Isaac.
• The aspects of his legal career and the traits he needed to work on to become proficient in his field.
• The importance of understanding a policy for making a clear, precise demand.
• Unexpected costs post medical procedures.
• The importance of consulting manufacturers, ensuring warranty and discussing the problems faced by policyholders.
• What it means to 'level up' in relation to client satisfaction and effort.

Episode Resources

• Connect with Galen M. Hair
• https://insuranceclaimhq.com
• [email protected]
• Connect with Trent Moss
• https://shunnarah.com/attorney/trent-j-moss/