Duane Perkins Email and Phone Number

Retired

Global head of Claim functions including: Vendor Management, Counter Fraud, Recovery, Quality Assurance, Claims Business Intelligence, Controlling and Analytics.

Responsible for technical and operational claim results across general insurance business segments in Asia Pacific including: Australia, New Zealand, Malaysia, Singapore, Japan, Indonesia, Taiwan, Hong Kong, China and all countries serviced by Zurich claim offices or service partners within the region.

Responsible for technical and operational claim results across all general insurance business segments in Middle East and Africa including: United Arab Emirates, Qatar, Oman, Kuwait, Bahrain, Lebanon, Turkey, Morocco, Botswana and South Africa.

Responsible for leading and managing Claims enterprise wide projects, staffing plans/approvals and Claims operational goals. Directly manages Claims Quality Assuance, Claims Workflow Management and Administration/Operations groups. Provides strategic and operational leadership for the Claims organization and reports directly to the Chief Claims Officer of Zurich in North America

Responsible for technical and operational claims results across all general insurance business segments in Asia Pacific and the Middle East including: Japan, Australia, Hong Kong, Indonesia, China, Singapore, Taiwan and various Middle East countries. Implemented significant change management to region including the replacement of 5 Chief Claims Officers in 7 countries. Improved loss ratio results in several countries and lines of business by implementing new organizational models, best practices and effective governance of metrics. Transitioned Middle East to new CCO for newly formed MENA region in 2011. Developed new global unit for Claims Excellence with line of business leaders for standard and non-standard lines including: Motor, Liability, Property, Marine, Financial Lines and Energy. Led Claims due diligence efforts for several potential acquisition candidates.

Responsible for the global technical and operational best practices for The Zurich Way of Claims in General Insurance. Led implementation of many global initiatives across Europe, North America, Latin America and Asia Pacific. Developed Target Operating Model (TOM) programs to improve claims outcomes, reduce expenses and create higher customer satisfaction. Implented global quality assurance (QA) system across all regions with standardized questions and reporting capabilities. Achieved incremental improvements year over year with impact to business operating profit of over $600M USD annually.

Responsible for the overall vision, plans, programs and results of the Claims Services organization which included: Document Distribution, Process Improvement, Managed Care, Litigation Management, Vendor Management, Care Center and Mass Litigation and Pollution Claims. Managed Recovery and Special Investigations units from 2004 to 2006 . Created significant business operating profit for Zurich by developing and managing sold services through a separate services company. Led several successful large scale systems transitions and Zurich Way projects. Created "Managed Care Customer Forum" bringing together top North American customers to demonstrate Zurich thought leadership. Developed and implemented outsourcing/offshoring strategies for Claims Services groups. Managed and reintegrated Express Claims group into single Claims organizational leadership structure. Directly managed a staff of over 800 and established as a member of the "Top 200" global exective team