Claims & Commercial Services Excellence: Building a Proactive Department

Presented by Mary Wageman CIC, CISR

Clients may not remember every renewal, but they will remember how your agency handled their claim.

A poorly managed claim can undo years of strong service, while proactive communication and thoughtful advocacy can turn one of a client’s most stressful moments into an opportunity to build lasting trust.

In this webinar, Mary Wageman explains how to move beyond simply reporting claims and create a proactive department that supports clients throughout the entire process. She walks through a five-pillar framework covering first contact, open-claim tracking, consistent communication, service-team integration, and effective client advocacy. 

You’ll learn how to build claims follow-up into your agency management system, establish clear escalation procedures, set realistic client expectations, and define the appropriate roles of the CSR and adjuster. Mary also shares practical ways to connect claims activity with renewals, risk-management conversations, and the broader commercial service experience.

Whether your agency has a dedicated claims team or claims are handled by your service staff, this session provides a practical framework for improving consistency, reducing retention risk, and ensuring clients never feel abandoned when they need your agency most.