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Industry veteran Michael Layman has joined the FCC Services Risk Management team as claims manager, bringing his diverse experience and leadership skills to further enhance the services provided to the organization’s insurance clients.
Michael comes to FCC Services with more than 16 years of experience in carrier, agency and TPA organizations – an expanded viewpoint that enables him to best serve the clients he supports.
“I’ve worked on all sides of the claims process, which helps me relate to and communicate with clients when discussing their claims,” he says. “I see a bigger picture than if I’d only been involved in one aspect of the industry.”
His years in the industry include deep experience in auto, general liability, property and workers compensation claims, as well as extensive experience in leading claims teams to better deliver on behalf of their clients. He’s developed risk management and loss prevention strategies as well as handling insurance agent errors and omission claims, and he’s developed claims guidelines and procedures to provide the structure for delivering exceptional service to customers.
Perhaps his strongest belief is that the claims process is built on the strength of the relationship built with the client, and so his focus is on guiding his team to develop relationships based on honesty, responsiveness and follow-through. Recognizing that clients filing an insurance claim are often frustrated and under stress, he also works to educate clients about the claims process so they know what to expect, and when.
“I think taking the time to explain the claims process and the steps necessary to get their claim resolved builds the trust necessary for a good relationship,” Michael says. “I’ve always worked to drive better performance, from myself and from the teams I lead, by building relationships with clients, with brokers and with internal colleagues.”
Michael holds both a bachelor’s degree and an Executive MBA from Texas Tech University, Rawls College of Business, as well as the Certified Insurance Counselor and Associate in Claims designations. He served for three years in the US Navy before pursuing his education.
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