The Connection Magazine The Connection Magazine Fall 2017 | Page 29

ad for a job opening for commercial insurance sales for
American Mutual Insurance Company. I had thought about
an insurance career but knew I didn’t want to “sell over the
kitchen table.” Commercial insurance sounded like a good
opportunity.
way we do business.
The challenges in managing a workers’ compensation
program really haven’t changed that much. To properly
manage a workers’ compensation program, an employer
really has to find the right partners—both carrier and
broker—to support them with the best services available.
What brought you to A.I.M. Mutual?
How critical is the personal service element? As
important as it used to be?
I came here in 1994. By that time, my insurance career
had taken me from American Mutual to a national public
insurance broker and then to a large regional broker. Don
Barber [Executive Vice President and General Manager]
called me to discuss what A.I.M. Mutual was all about. I
knew Don well from our time together at American. The
dedication and emphasis in providing exceptional services
[he described] really resonated with me, and I’ve been here
ever since.
I’d argue it’s more important than ever. As more and more
business is done online, and communication is electronic,
providing personal service to our brokers and policyholders
is the big differentiator. Our service capabilities are the
best, thanks to our talented people in underwriting, claim,
audit, injury prevention, and worksite wellness. They all
work very hard in helping employers manage their workers’
compensation programs. They also work closely with our
brokers to help them in retaining business and writing new
business.
What drew you to workers’ comp in particular?
From early on, workers’ comp was a focus for me. I saw
it was very service intensive and could be a way for me
to make a difference for a particular client. I learned t he
business from the producer side, so I had to know coverage,
rating, experience mods, retrospective rating, and other
alternative rating programs. When making the transition
to underwriting, I already had a sound technical base. Our
A.I.M. Mutual underwriters all have great technical skills.
What do you enjoy most about the business? What
advice can you give to those starting out?
This is still a people business, and relationships matter
a great deal. I’ve enjoyed the relationships that I’ve built,
whether they’re with our policyholders’ management team
or with our brokers’ management and staff. The insurance
industry in
general—and
workers’
compensation in
particular—is a
rewarding career.
I’ve always seen
the workers’
compensation
business as partly
a management
consulting
business. Yes,
there’s sales
• Litigation
involved, but once
the sale is made,
• Workers’ Compensation
your job is to help
• Insurance Claims
your customers
manage their
814 Elm Street
business better.
You can make a
Manchester, NH 03101
real difference for
603.622.8454
employers and for
Fax:
603.626.8490
their employees.
You’ve been with A.I.M. Mutual almost from the
start. Did you ever anticipate the company’s growth
and success?
I really enjoy telling “our story.” From 100 policyholders
at the outset, we’ve grown to become the second-largest
writer of workers’ compensation in Massachusetts. We
have a significant presence in New Hampshire, a growing
book in Connecticut, and just added a new state, Vermont.
I think we’ve proven to our policyholders and their brokers
that service matters in this business. The more we help them
manage their programs, the lower their costs over time.
What big changes have you seen in workers’
compensation over the years?
The Massachusetts workers’ compensation reform act
in the early ’90s was a huge and important change. Prior
to that, the marketplace was turbulent and employers had
trouble finding—and affording—coverage.
The rising cost of health care has also had a tremendous
impact on our business. We’ve developed innovative
programs over the years to help control medical costs,
including pharmaceutical costs, for our policyholders. Our
programs include alternative treatments for opioid use, for
instance, and introducing wellness programs at employer
workplaces. Technology, of course, has also changed the
29