The Connection Magazine The Connection Magazine Spring 2018 | Página 5

FROM THE PRESIDENT & CEO
CONTENTS
Here Today.
Here Tomorrow.
It used to be lonely here in
Massachusetts. Employers had few
options for workers’ compensation
coverage when we first opened
our doors. At the time, risk simply
Claim Response
outweighed reward for most carriers.
to Workplace Trauma
Still, we persevered, helped with
landmark workers’ comp reform,
and then—no surprise—saw the
competition return.
Letter From The President & CEO
5
Today, it’s a pretty crowded field in the
Northeast,
but we don’t especially mind.
Nutrition at the Workplace
8
Brokers choose us on behalf of clients
who want stability, financial strength,
Layer Capabilities
9
and across-the-board expertise. Our

retention rate for voluntary business is at 92 percent for good reason. We go
The Science Of Great Conversation
10 the extra mile to deliver on our service promises, and that reputation serves us

well.
10 Powerful Quotes
12
In this issue of The Connection, we take a close look at our claim response to
traumatic events in the workplace. These difficult cases have repercussions
Jack Daly
14
beyond the actual event, and Dottie Tatoian, Senior Regional Claim Specialist,
discusses three such incidents and how they unfolded. As one of the only
Having Grit
carriers with a regional claim team in place, we are able to work closely with
policyholders, the injured workers, coworkers, and families over an intense and
Customers & Community
16
extended period of time. It’s one example of our partnership at work.
Living the Service Mantra
In another, we feature a policyholder in healthcare who “gets it right.”
Havenwood Heritage Heights and its broker, USI, share a longtime
Scaling Leadership
20
commitment to workers’ compensation insurance management. Their results

speak for themselves, and we thank Michael Palmieri, Havenwood’s President
How to Coach Like a Leader
22
and CEO, for his insight.
And speaking of healthcare, Director of Field Operations Dan Landers explains
AI In The Workplace
24
why this industry is such a key part of our underwriting appetite. Business
A Look Ahead
Analyst Kristin Kerr shows us how efficiencies can impact the bottom line in
al l industries, while Steven Privitera and Robin D’Eri collaborate on an FAQ for
Developing Niche Markets As
25 Premium Receivables and Premium Audit.
Other topics in this issue include SME advice on technology support (guest
Part of Our Business Appetite
author Angie Thorsell) and nutrition for today’s workforce by our Wellness
Coordinator, Colleen Hyde.
Policyholder Spotlight:
26
Of course, your feedback is always welcome, whether it’s complimentary or
Havenwood Heritage Heights Builds A
constructive. Let us know how we’re doing—it’s how our partnership thrives.
Culture Of Workplace Safety
And you know where to find us. Because we never left.
6
Feature story
FAQs in Workers’ Comp:
Receivables and Audit
28
Internal Efficiencies & Superior Service 30
Finding the Right Partner for IT Support 31
Sincerely,
Michael E. Standing
President & CEO, A.I.M. Mutual Insurance Companies
5