With a continued increase in property claims, Nancy Polsky determined it was necessary to strategically improve operations.
by Site Staff
November 19, 2012
NANCY POLSKY
Director of Claims Learning and Development, Hanover Insurance Group
With unprecedented storms across the country, Hanover Insurance Group’s property adjusting teams saw record claims last year. With a continued increase in property claims, Nancy Polsky, director of claims learning and development at Hanover Insurance, determined it was necessary to strategically improve operations.
The learning team developed a learning structure and strategy to support dynamic and accelerated learning programs that were engaging and cost effective. Further, the team wanted a new learning model that could be customized by geographic location, skill level, experience, hiring date and point in career.
To fully understand claim adjusters’ jobs, Polsky and the other learning team members worked as part of the property adjusting team to help with the 11,000 additional claims filed last year. This allowed the team to see things from the inside and prevented a drop in customer satisfaction as the team processed the additional claims.
With this knowledge, the learning team created customizable learning modules for just-in-time learning, allowing beginner adjusters to be fully productive claim adjusters a month earlier than under the previous training model. That additional month of productivity means claim adjusters can serve 80 additional customers in their first year.