As the Claims Department embarks upon a robust vision to meet not only the demands of our growth, but also the increasing expectation of our customers, we began 2019 with a focus on establishing the supportive structure necessary to do so.
In addition to moving forward a plan to upgrade and migrate our outdated claims tracking and adjudication systems, the Claims Department has strategically introduced a new role to assist our transition in both incremental and transformative ways.
With over seven decades of claims experience, three current National Life Examiners have been strategically promoted into the newly developed Technical Operations Analyst role.
The essential institutional and functional expertise of this group shall not only aid the Claims Department in our effort to document, measure, and improve our current operations, but to also provide the subject matter expertise needed to strategically support our projected 2020 claims system implementation project.
At this time, please help us celebrate the achievement of Kathy Bennett, Carolyn Kittredge and Alex Vitzthum:
Kathy Bennett has been promoted to Technical Operations Analyst. Kathy joined National Life Group a little over 14 years ago. During her time with the company, Kathy has worked primarily in the Claims Department, where she has developed a deep knowledge of the function’s Dallas campus operations and systems. Kathy has earned her ACS and ALMI designations. This promotion recognizes Kathy for the contributions she has made to the claims function, the working relationships she has developed with other departments for process improvements within the claim department, and for the potential she has to impart her substantial knowledge and experience unto others. Kathy was a member of the Lead Strong program as well as a mentor for the 2018 CP2 Program. Kathy and her husband Robert live in Crandall with their two dogs Maggie and Kole. Kathy loves to travel and spending time with her daughter Malerie.
Carolyn Kittredge has been promoted to Technical Operations Analyst. Carolyn has been with National Life for 38 years. During her time with the company, Carolyn has worked primarily in the Claims Department, where she has developed a deep knowledge of the function’s Vermont campus operations and systems. Carolyn holds her ALHC designation. This promotion recognizes Carolyn for the many contributions she has made to the claims function, the example she has offered others by continuing to learn and develop her skills, and for the potential she has to impart her substantial knowledge and experience unto others.
Alex Vitzthum has been promoted to Technical Operations Analyst. Alex joined the Claims Department almost two years, over which time he has gained a substantial understanding of both our products and our processes. To this new role, Alex brings not only the claims experience he has gained over the past two years, but also the education and business acumen he has been developing in his MBA and Advanced Management program at Champlain College. This promotion recognizes Alex for the contributions he has made to the claims function, the example he has offered others by continuing to learn and develop his skills, and for the potential he has shown in promoting strategic change in the department.
In addition, please help us welcome several new Examiners to the NLG Claims team:
Laura Collins, who presently works in National Life’s Quality Department, is a skilled insurance and claims professional and attorney. Laura’s education has included a B.A. from the University of Vermont, Nursing School, and she is also a Vermont licensed attorney. Laura’s career path has included twelve years as a civil litigation attorney managing personal injury, wrongful death and medical malpractice claims. In addition to her legal experience, Laura has also gained experience in insurance administration and regulation enjoying positions including Director of Workers’ Compensation for Vermont, Commissioner of Labor & Industry, General Counsel for the Vermont Department of Labor, and Insurance Manager for the Virginia Workers’ Compensation Commission. Laura’s impressive career path has included insurance and claim management in both public and private sectors, where she has managed claims from all angles. Laura’s performance history is noteworthy for her attention to research and quality, resulting in performance improvement and innovation. A few of Laura’s career accomplishments include: Located medical experts that helped secure significant jury awards and settlements, presented to business and insurance groups on workers’ compensation and risk mitigation, partnered with Federal OSHA to create the Vermont Governor’s Award for Workplace Safety, recipient of the 2012 Risk Innovator Award in workers’ compensation from Risk and Insurance Magazine, and created a Virginia statewide contractor workers’ compensation education and compliance program.
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Felisha Benson began her career working in the life insurance industry at Security Mutual Life Insurance Co. of NY in 2014. Over the course of four and a half years she progressed from Claims Examiner Assistant to Claims Examiner Trainee, to Claims Examiner, to Senior Claims Examiner, and finally to Lead Claims Examiner, where she supervised a team of three employees. Prior to working at Security Mutual, Felisha was a stay-at-home mom for three years. She has been married to her husband, Matt, for 10 years, and they have two boys, Owen (9) and Evan (6). They also have two dogs, Mac (a Springer Spaniel mix) and Winnie (a Rottweiler). Felisha is an avid Game of Thrones fan. She enjoys reading/listening to books and spending time with her family. Felisha is quietly competitive and enjoys challenges. Her college major was Accounting; she also enjoys claims processing and analyzing data. Felisha is excited to begin her career at National Life Group, and she is looking forward to meeting everyone on the team.
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Bruce Lacasse has in excess of 20 years of insurance experience. He began his insurance career at Paul Revere Life Insurance Company in Worcester, Massachusetts, which is now Unum Life Insurance. His career consisted of Individual Disability claims and eventually transitioned into Long Term Disability claims. Bruce worked at Unum until January 2017. For the past 2 years, Bruce has been a Long-Term Disability Case Manager for Sun Life Insurance Company of Canada concentrating on National Accounts. Bruce graduated from Worcester State University with a BS in Psychology. Bruce holds an Associate, Life and Health Claims (ALHC) and is a current member of The New England Claims Association. Bruce resides in Rutland, Massachusetts with his wife and 2 daughters.
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Elena Durkee worked for the Newborn Screening Program at the UMass Medical School in Boston for 9 years before joining the National Life Group. Elena received her Bachelor degree in Public Administration from Southern New Hampshire University, and is currently 3 classes shy of receiving her Master’s degree in Public Administration from Ashford University. In her free time, Elena enjoys Kayaking, Zumba, crocheting and reading.
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Robin Rose has over 12 years’ experience in the insurance industry, all of which were at Unum. During her time there, she held several different positions including; Lead Quality Assurance and Lead Disability Benefits Specialist. She and her husband, Adam, reside in Shrewsbury, Massachusetts with their two children Lyla, 9 and Ethan, 6, and black lab, Toby. In their free time, they enjoy baseball, softball and gymnastics. In the fall, they add football to the mix. They are diehard sports fans that support their hometown teams – the Patriots, Red Sox, Bruins, and Celtics!
– Tim Quick and Johanna Petty-Dunlap