Catherine Cohen
Hagerstown
Summary
Skilled Liability Adjuster with strong background in claim settlement and negotiation. Proven ability to manage high volume of insurance claims, ensuring accurate and timely resolution. Strengths include solid understanding of liability laws and regulations, exceptional communication skills, and demonstrated capacity to build rapport with clients, enhancing satisfaction levels. Previous roles have seen significant improvements in operation efficiency due to strategic plan implementation.
Overview
8
8
years of professional experience
Work History
Liability Adjuster
Erie Insurance Exchange
Silver Spring
03.2024 - 03.2025
- Investigated, negotiated, and settled third party Bodily Injury claims as well as UM/UIM claims for both represented and unrepresented parties
- Handled both moderate, soft-tissue injuries as well as severe, complex injuries to include fractures, traumatic brain injuries, and fatalities
- Managed multiple lines of coverage to include personal auto, garage auto, commercial (trucking and heavy equipment), as well as homeowners insurance
Attorney-Represented Bodily Injury Adjuster
Progressive Insurance
Glen Burnie
03.2022 - 12.2023
- Conducted coverage and liability investigations for pre-litigated auto accident claims in the state of Maryland with an average caseload of about 200-230 open claims
- Evaluated and analyzed complex medical records for attorney-represented Bodily Injury claims
Claims Supervisor
GEICO
Virginia Beach
08.2019 - 05.2021
- Supervised, trained, and mentored a team of 10 adjusters in the first notice of loss department and ensured optimal performance and compliance to industry standards
- Conducted audits to ensure adherence to internal and external standards, conducted performance evaluations, set targets, and provided constructive feedback to staff
- Handled escalated calls for complex claims, responded to DOI complaints, and offered additional support to the claims floor as needed
- Monitored claims processes to maintain high standards of accuracy and service
- Analyzed departmental trends and created reports to identify and address areas of opportunity
- Implemented and maintained compliance with applicable laws, regulations, and company policies
- Tasked with supervising the lowest rated team in Q3 2019 and led them to become the #1 ranked team in the entire department by Q2 of 2020 (reached #1 in 6 consecutive months)
- Led the country in productivity, phone efficiency, and customer service survey results in the year 2020 (ranked #2 in the country) with an overall annual rating of 96.9%
- Continuously assisted the Special Investigations Unit in training their new hires on best practices for successful fraud detection and prevention
Continuing Unit Examiner (Litigation Adjuster)
GEICO
Virginia Beach
07.2018 - 08.2019
- Handled an average of 100-150 claims that were in litigation for the state of North Carolina and assisted with settlement negotiations for litigated claim in in the states of Virginia and Tennessee
- Investigated claims with both complex coverage and liability scenarios and effectively negotiated severe third-party injury claims to include those resulting in fatality or permanent disability
- Routinely settled claims with reserves up to $1.3 million
- Experience with both first and third party lawsuits as well as Bad Faith lawsuits filed against the company
- Collaborated with defense counsel, prepared legal reports and attended depositions, settlement conferences, and trials
Management Development Program – Auto Claims Dept.
GEICO
Virginia Beach
09.2017 - 07.2018
- Was on an accelerated claims training program that provided ample exposure to all levels of claims handling: Physical Damages (Comprehensive/Collision), Personal Injury Protection/Medpay, Third-Party Bodily Injury (moderate and complex injuries up to and including fatalities), UM/UIM, Subrogation, Worker’s Comp, and Litigation
- Received rigorous training in CMS compliance (Medicare and Medicaid), medical record analysis, and medical billing/coding
- Performed analyses of departmental trends, survey results, and employee performance to make appropriate recommendations to increase the overall efficiency of the lower-level claims handling
- Due to my many personal successes in fraud detection and prevention, I was designated as the 'Claims Champion' for the Special Investigations Unit and helped to successfully onboard and train new SIU hires
Education
Master’s of Science - Industrial Organizational Psychology
Grand Canyon University
01.2016
Bachelor’s Degree - Psychology
West Chester University of Pennsylvania
01.2011
Skills
- Complex claims analysis
- Multiline coverage handling: auto, commercial, general
- Expertise in multiple territories: NC, VA, TN, MD, DC, PA, DE
- Evaluation of medical records
- Fraud detection and prevention
- Industry trends awareness
- Medical billing/coding
- Medicare/Medicaid/Tricare lien handling
- Litigation
- Former arbitrator for Arbforums
- Actively pursuing CPCU designation
Timeline
Liability Adjuster
Erie Insurance Exchange
03.2024 - 03.2025
Attorney-Represented Bodily Injury Adjuster
Progressive Insurance
03.2022 - 12.2023
Claims Supervisor
GEICO
08.2019 - 05.2021
Continuing Unit Examiner (Litigation Adjuster)
GEICO
07.2018 - 08.2019
Management Development Program – Auto Claims Dept.
GEICO
09.2017 - 07.2018
Master’s of Science - Industrial Organizational Psychology
Grand Canyon University
Bachelor’s Degree - Psychology
West Chester University of Pennsylvania
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