Fran Henry Email & Phone Number

Madison, AL, US

Alpharetta, Georgia

• Most recently at AIG, I drove operational and service advancements for auto and general liability claims by overseeing 119 staff in four offices across the U.S. I analyzed and determined proper technical insurance.
• Raised morale of 100+ staff by cultivating culture of internal growth and instilling best practices, leading to 30% reduction of pending claims.
• Developed new claims system in partnership with Operations and Product Development teams, which provided stronger focus on key elements and advanced effective claim resolution.
• Collaborated with Nobel Prize winner Daniel Kahneman, Harvard Business School faculty, and analyst team to build negotiation/evaluation tool for adjusters that lowered aged pending by 5% and litigation by 3%.
• Launched new “No-Fault” line of business, which provided specialization enabling improved focus on incoming medical bills and generated 15% cost savings.
• Assessed body shop estimation process in conjunction with Commercial Lines business, increasing accuracy by 100%.

Alpharetta, GA

• As AVP, I led the P&C Commercial Liability Claims office with a 53-person team covering 1.5K insureds and an incurred value of $85M+. I innovated and implemented strategic plans in collaboration with cross-functional.
• Provided technical claims guidance with authority up to $500K while delivering exceptional customer service to and maintaining compliance with state/SSAE regulations.
• Innovated Medicare Report Management Protocol that adapted to new federal laws and eliminated penalties once implemented company-wide.
• Developed new hire training and implemented best practices at multiple profit centers, which raised customer service levels, increased best practice scorecard to 95%, and decreased claims leakage by 50%.
• Championed insourcing initiative that lowered cost per claim by 28.5%, captured cost savings for insureds, and reduced number of legal files.
• Founded claims specialization unit concept that created professional development path for technical staff and provided for internal promotional opportunities, strengthening office culture and team performance.

Alpharetta, GA

• Starting at AIG, I connected with the VP, Eastern Zone to support Vendor Services Office and Construction Risk Office by overseeing nine offices and claims managers/technical staff. I reviewed prepared Executive Claim.
• Guided high-level strategy and enabled identification of improvement opportunities by developing metric reports for VP and zonal trend analysis.
• Bolstered operational compliance, customer service, and process quality through collaboration with Service Center leadership.
• Lowered LEO by by building functional claims team and restructuring adjuster/management staff to allow for specializations, which strengthened focus on coverage analysis and early reporting.
• Instituted in-house new hire orientation training program for service centers that advanced staff productivity and achievement of corporate targets.

Duluth, GA

• Oversaw commercial liability unit manager/analyst team in managing exposures up to $1M for small- to mid-market clients.
• Evaluated operations and prepared goal/objective attainment reports for customer service, reserve management, litigation management, expense management, and average cost per claim.
• Optimized product line operations by conducting staffing analysis, controlling budgets, ensuring SSAE compliance, developing training programs with business partners, and promoting quality customer service.
• Led team of commercial liability claims examiners across 13-state territory in claims operations while implementing strategies to lower average paid cost per claim within first year.
• Established specialization for third-party property damage claims and implemented project that bolstered customer service levels to 95% from 85%.