The Importance of Elevating the Adjuster with Nikki Jackson

10/16/24 • 22 min

Nikki Jackson is the Senior Vice President of Strategy & Marketing at MTI America. Nikki is a data-driven strategic executive leader with over 17 years of experience in the property and casualty insurance and benefits delivery industry. During her career, Nikki has affected almost every aspect of the claims management process, working with over 100 Fortune 500 companies, dozens of TPAs and carriers, and countless vendors in various roles from operations to strategy and marketing. She authored the insurance industry’s largest academic research study on the talent shortage and is passionate about attracting and retaining talent. She is also the founder of The Work Comp Power Prompt and is active in RIMS, the CPCU Society, and the Alliance of Women in Workers Compensation. On this episode of the In The Know podcast, Chris Hampshire and Nikki discuss technology, talent, and the state of the insurance industry.

Key Takeaways

Nikki’s professional experience has exposed her to all sides of the claims journey.
Nikki feels that the industry chose her and she was hired on the spot.
The state of technology in the insurance sector is constantly evolving.
Techniques for applying new technologies to legacy systems.
The impact of AI on the sector and the industry talent.
Confronting the changing nature of the industry requires being open to what is coming next.
Claims adjusters can use new technologies to complete forms and file claims.
The current state of talent in the industry needs to shift away from claiming “accidental careers.”
Details of the Elevate the Adjustor blog.
Nikki’s experience as a female leader and mentor in the insurance industry.
The importance of involvement in professional organizations throughout a career.
Ideas for finding non-traditional talent to bring into the industry.
Educating the next generation of claims adjusters in the era of telework.
A look to the future of the technologies that are permeating the industry.
The future of in-person conferences.
Managed care opportunities are being enhanced by AI.
A five-year look to the future of technology and talent of the industry.
Nikki’s advice to her early career self.

Quotes

“Technology in the insurance industry is at the point that people need to evolve or they will be stagnant.”
“Once you find out what the problem is, then you can look to the technology for solutions.”
“The current state of talent in the industry is constantly shifting.”
“We need to get out in the community and share what an incredible industry this can be.”

Key Takeaways

Nikki’s professional experience has exposed her to all sides of the claims journey.
Nikki feels that the industry chose her and she was hired on the spot.
The state of technology in the insurance sector is constantly evolving.
Techniques for applying new technologies to legacy systems.
The impact of AI on the sector and the industry talent.
Confronting the changing nature of the industry requires being open to what is coming next.
Claims adjusters can use new technologies to complete forms and file claims.
The current state of talent in the industry needs to shift away from claiming “accidental careers.”
Details of the Elevate the Adjustor blog.
Nikki’s experience as a female leader and mentor in the insurance industry.
The importance of involvement in professional organizations throughout a career.
Ideas for finding non-traditional talent to bring into the industry.
Educating the next generation of claims adjusters in the era of telework.
A look to the future of the technologies that are permeating the industry.
The future of in-person conferences.
Managed care opportunities are being enhanced by AI.
A five-year look to the future of technology and talent of the industry.
Nikki’s advice to her early career self.

Quotes

“Technology in the insurance industry is at the point that people need to evolve or they will be stagnant.”
“Once you find out what the problem is, then you can look to the technology for solutions.”
“The current state of talent in the industry is constantly shifting.”
“We need to get out in the community and share what an incredible industry this can be.”

Previous Episode

The Innovation of RiskTech with Jo Lynn Clemens

Jo Lynn Clemens, CPCU, ARM, is the CEO and Founder of RiskKarma.io, a strategic risk intelligence solution to reduce claims and improve workplace culture. Jo Lynn has over 20 years of experience in risk, compliance, and litigation, which includes her role as president of JJC Insurance Services, LLC and her past experiences as an auditor for Underwriters at Lloyds of London, director of legislation and research for Arizona CPCU Society, regional chair for Claim Litigation Management Alliance (CLM), 2010 Delegate Ambassador to China for global Society of CPCU and special examiner to the insurance commissioner of Arizona’s Department of Insurance. Jo Lynn has served as a thought leader in artificial intelligence, insurance, compliance, and the future of work. She has also served as an expert panelist and speaker for the CPCU Society, the Claims Litigation Management Association, Arizona State University, and the International Association of Defense Counsel. Live from Risk World 2024 in San Diego, this episode of the In The Know podcast features Chris Hampshire and Jo Lynn for a conversation about the number one topic at this year’s RIMS RISKWORLD conference — the possibilities and future of AI.

Key Takeaways

Jo Lynn’s unique and varied journey in the insurance industry.
From the perspective of a mother, Jo Lynn is constantly looking at what the future holds and what society looks like.
Common litigation topics that can be addressed by AI.
Jo Lynn is working to create key risk indicators before risk occurs.
Utilizing AI to scrutinize department policies and practices.
Diversity quotients can be tracked by AI.
Does AI have the potential to truly revolutionize the insurance industry?
Addressing common concerns about AI.
Increased diversity efforts can help address the talent gap.
Jo Lynn’s experience as a female leader in the industry.
The current state of diversity in the insurance industry.
Technology in the insurance sector is improving and has a great future.
A five-year look at the future of technology.
Overcoming the challenges of technology adoption.
Jo Lynn’s message to those entering the technology facet of the insurance industry.

Quotes

“In insurance, you’re learning something new every day.”
“With the perspective of a mother, I’m looking at what the future holds and what society looks like.”
“AI has the potential to truly revolutionize the insurance industry.”
“This is just like the industrial revolution. People fear the unknown.”
“Diverse corporations not only perform better productivity-wise but the profits have been proven.”
“I see exponential change in the future of technology.”
“Technology is probably the most needed employment area of our industry.”

Next Episode

Advocating for Education and Inclusion in the Insurance Industry with Precious Norman-Walton

Precious Norman-Walton is an Account Executive with EG Bowman Co, based in NYC, and the Agent Program Manager for NAAIA (National African American Insurance Association). With over 18 years of Insurance Industry experience, she has served in Personal Lines Claims, Commercial Underwriting, and Agency Management. Prior to her current role, Precious was Director of Underwriting at Harbor AI, VP of Account Management at Insureon, and Chief Operating Officer for Diamond National Insurance Advisors. Precious is a member of the CPCU Society Leadership Council, and was Vice Chair of the 2022 CPCU In2Risk Global Conference. She served as the 2020 President of the Dallas Chapter of the CPCU Society and currently serves as their Programs Chair. Additionally, Precious sits on the Board of the Central Illinois CPCU Chapter, and Insure Equality. This live episode of the In The Know podcast was recorded at RISKWORLD 2024 in San Diego and features Chris Hampshire and Precious as they explore strategies for advocating for education and inclusion in the insurance industry and discuss technology, talent, and the state of the insurance industry.

Key Takeaways

Hurricane Katrina impacted Precious’s decision to pursue a career in the risk management industry.
The insurance industry touches every aspect of other industries.
Precious was interested in the agent broker space because it is at the point of sale decision-making process.
The value of Precious’s membership in the CPCU Society.
Tactics for bridging the talent gap in the future of the industry.
The pipeline is still not providing enough talent to backfill open risk management roles.
Attracting non-traditional roles into the insurance industry.
The formation and success of NAAIA.
Precious’s role in attracting talent to the market.
The state of inclusion in the insurance industry has plenty of room to grow.
The impact of AI on the future of the industry.
Networking offerings from a RIMS conference.
Precious’s experience as a Black female leader in the industry.
A five-year look to the future of the impact of technology in the industry.
The future of insurance talent and personnel.
The importance of relationship building at live and in-person events.
Precious offers advice to her early-career self.