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Desk Jockeys or Mental Olympians? Reframing the Claims Professional’s Role in the Age of Knowledge Work by Kevin Quinley Called to Do More For 80 years, CPCU Society members have accepted the benefits and obligations of professionalism. Be sure to check out 80th Anniversary CPCU SocietyHOW WE HELP YOU THRIVE Unlock your full potential with The Institutes CPCU Society by your side. Expand your network, grow as a leader, and become the most informed member of your team. NETWORKING Grow your professional community with instant access to our online network, member directory, Mentor Match program, and volunteer opportunities. Elevate your experience with exclusive member discounts on Society events, including In2Risk®, In2Leadership, and more! Members enjoy the best rates for all Society events. LEADERSHIP Enhance your skills with leadership, volunteer, and engagement opportunities through your local Society chapter and eight special interest groups. Share your expertise and become a thought leader by contributing to discussions, articles, webinars, and initiatives that shape the future of risk management and insurance. EDUCATION Empower yourself with unlimited access to free monthly webinars; our new on-demand Learning Library; and a complimentary subscription to Insights, our quarterly professional journal. Plus enjoy a free quarterly online course from The Institutes Knowledge Group. Explore all your benefits at CPCUSociety.org and renew your membership to continue growing and thriving with us! CPCUSociety.org | MemberResources@TheInstitutes.org | (800) 932-2728 CPCU is a registered trademark of The Institutes Designations, LLC. In2Risk is a registered trademark of The Society of Chartered Property and Casualty Underwriters, Inc. Dan Foster, CPCU, ARM Member since 2023Volume 11, Issue 4 See your content featured in an upcoming issue of Insights! Learn more at CPCUSociety.org/Insights. Desk Jockeys or Mental Olympians? Reframing the Claims Professional’s Role in the Age of Knowledge Work 6 Strategies for Avoiding Cyber Insurance Claims Challenges by Jessica Eldridge and George Platsis page 13 80th Anniversary Commemorative: Called to Do More by Joseph S. Harrington page 22 E-Bikes: Getting Up to Speed With the Risks and Requirements by Dan Foster page 25 The Peril of Misinterpretation by Chantal M. Roberts page 31 CPCU View Working Your Way to Your Dream Job by Jennifer Roe page 40 by Kevin QuinleyThe Institutes CPCU Society offers its appreciation and extends sincere thanks to the Risk Management & Loss Control Interest Group and Emerging Leaders Committee, which contributed to this issue of Insights. THANK YOU! The Institutes CPCU Society is a motivated community of risk management and insurance professionals committed to lifelong learning and the highest ethical standards. Society membership supports all professionals on their unique paths, including pursuit of the CPCU® designation, additional Institutes designations, and other personal and professional development goals. To learn more about the CPCU Society, visit CPCUSociety.org. Statements of fact and opinion are the responsibility of the authors alone and do not imply an opinion on the part of officers, individual members, or staff of the CPCU Society. © 2024, The Society of Chartered Property and Casualty Underwriters, Inc. AIDA, AINS, and CPCU are registered trademarks of The Institutes Designations, LLC. In2Risk is a registered trademark of The Society of Chartered Property and Casualty Underwriters, Inc. Digital issues of Insights magazine are available on the CPCU Society website at CPCUSociety.org/ Insights. To view, please be sure to log in with your CPCU Society member credentials. Insights Online Editing Team Janet Levy Christine Reisinger Anne Swigart Laura Toops Design Team Daniel Colon Paul Illian Jeannie Ingiosi Chris Long Emily Williams The Institutes CPCU Society Publications Committee Chair: Heather Blevins, CPCU J.S. Held LLC Vice Chair: Tredessa Travers, CPCU Gallagher Bassett Committee Members: Louis Bonanno, CPCU Arch Insurance Group Abi Potter Clough, CPCU AbiLeads, LLC Gregory Foley, CPCU USAA Delli Bhaskar Jagadeesan, CPCU Guidewire Frederick R. Parcells, CPCU Arch Insurance Group Laura Poole, CPCU Crossway Consulting Teresa Roberts, CPCU, AIC, AIC-M PMA Companies Kathy Steinig, CPCU USAA Michael Vahldick, CPCU Liberty Mutual Liaisons: Michele Coolidge, CPCU Marsh McLennan Agency Kelly McAnally The Institutes CPCU Society Scan the QR code below to give us your thoughts on this issue of Insights. The survey takes less than two minutes to complete! What Do You Think?Dear Members of The Institutes CPCU Society, As I reflect on this past year, I am filled with immense gratitude and pride. Being part of this extraordinary community has been a true honor, and witnessing the impact of our collective efforts has been nothing short of inspiring. Each one of you has contributed something unique, and together, we’ve created an environment where we uplift, support, and celebrate each other—one of my favorite things about being a member of The Institutes CPCU Society. No two people’s needs are the same, and that’s the beauty of our organization. Some of you have taken small, thoughtful steps into engagement, while others have jumped straight into the deep end. Wherever you find yourself on this spectrum, the opportunities to connect, contribute, and amplify your voice are plentiful. By participating, you ensure that you remain connected—not just locally, but globally. My own journey began with the Rochester Chapter, and even after moving to Rhode Island, I found myself drawn to continue giving back. Your chapter involvement offers a pathway to truly get to know others in the Society and, in return, be known, appreciated, and offered new opportunities. Speaking of opportunities, one of the most transformative experiences I’ve seen members enjoy is attending our leadership development program. I encourage you to consider joining us at In2Leadership, taking place April 29–30, 2025, in Atlanta, Georgia. This powerful event, in partnership with the University of Georgia’s Terry College of Business Executive Education, offers actionable insights on leading change, fostering inclusion, and navigating the rapidly changing landscape of our industry. It’s a place where magic happens—not just in the sessions, but in the spontaneous, in-person connections that spark new ideas and relationships. Plus, the bonus of earning a digital badge from the University of Georgia elevates the experience even further. At the core of our community is a deep appreciation for the time, energy, and passion poured into the Society by our volunteer leaders. Whether you’ve served on a chapter board, contributed to a committee, or participated in our many events, your involvement has made a real difference. I want to extend my deepest thanks to you for being a part of this journey. In closing, I return to the theme that has been our guiding light this year: Activate Your Superpower. Each of you has a unique blend of talents and strengths. Whether it’s your ability to listen deeply, lead fearlessly, or offer your generosity of spirit, these are the superpowers that make a difference—not just in your work but in your life and in the world. When we combine the skills we’ve gained from our time in the CPCU Society with our unique strengths, we activate something truly powerful. So I leave you with this challenge: Continue to activate your superpower. Stay engaged, stay connected, and never doubt the extraordinary impact you can make—within the CPCU Society and beyond. Thank you for allowing me to serve as your president this year. It has been an experience I will carry with me forever. With gratitude and excitement for what’s ahead, Traci Adedeji, CPCU, ARM, API President and Chair, CPCU Society Leadership Council Letter From the President INSIGHTS | Winter 2024 | 3 Contributors Jennifer Roe, AIC, AIS, AINS, AIDA, CPCU, ARC, is a business process analyst in NJM Insurance Group’s Special Investigations Unit. In this role, she enhances and streamlines business processes. Previously, Roe worked as an adjuster. In addition to holding numerous designations, she holds a bachelor’s degree in environmental science and has earned Google Data Analytics Certification. Chantal Roberts, CPCU, AIC, RPA, ITP, is a claims handling consultant, professor, and author. She’s written The Art of Adjusting: Writing Down the Unwritten Rules of Claims Handling. Once Upon A Claim: Fairy Tales to Protect Your Ass(ets) is her second insurance book, which helps consumers understand insurance claims and policies through fairy tales, nursery rhymes, and fables. 4 | INSIGHTS | Winter 2024 Jessica Eldridge is a senior vice president and practice director of cyber in J.S. Held’s Forensic Accounting–Insurance Services practice. She has more than 20 years of investigative and forensic accounting experience in measuring financial damages involving business interruption, cyber, extra expense, stock, builders risk, employee dishonesty/fidelity, personal injury, subrogation, and litigation support services. She also has extensive experience administering common fee funds and overseeing property damage claims for large construction projects. Dan Foster, CPCU, ARM-P, CSP, is a casualty loss control expert for Munich Re Specialty–North America. He oversees casualty loss control services for all Munich Re Specialty programs and insurable interests. Foster has over 24 years of experience in specialty markets; public sector insurance; and pooling for entities such as cities, counties, schools, and public utilities.Kevin Quinley, CPCU, AIC, ARM, is the principal of Quinley Risk Associates LLC. He has 47 years of insurance claims experience and has served as an expert in over 150 cases in state and federal courts for policyholders and insurers. He helps clients improve outcomes through expert evaluation and testimony in high-stakes disputes. In addition, Quinley has written over 700 articles and 10 books on claims, litigation, and risk management. George Platsis is a senior director for cybersecurity and investigative services in J.S. Held’s Digital Investigations & Discovery practice, a part of the Global Investigations team. A business professional, author, educator, and public speaker, he has an entrepreneurial history spanning more than 20 years. He has designed and delivered solutions, and led teams, to improve breach readiness, enterprise-wide and business- unit-specific incident response programs, and estate hardening for a series of Fortune 100 clients. He is a certified chief information security officer. Joseph S. Harrington, CPCU, is an independent writer and communications professional specializing in property-casualty insurance coverages and operations. For more than 21 years, Joe was communications director for the American Association of Insurance Services (AAIS). During his tenure with AAIS, he served on the national curriculum advisory committee for what is now known as The Institutes. Joe has been an active member of the CPCU Society and served for 10 years on the Publications Committee. INSIGHTS | Winter 2024 | 5 Experience In2Risk like never before as we bring the event to the heart of New Orleans. Our new streamlined schedule packs all the best parts of In2Risk into three vibrant days. Join us as we kick off on Monday evening with a welcome reception that’ll set the tone for a lively and engaging event—NOLA style! As always, we’ll wrap things up with Conferment. Get ready for big ideas, bold conversations, and a chance to make the most of every moment—all while enjoying the unique rhythm and flavor of The Big Easy. Save the date! Big Opportunity, Bold Insights CPCU November 3–5, 2025 | New Orleans, LA LAISSEZ LES BONS TEMPS ROULEUR!6 | INSIGHTS | Winter 2024 Desk Jockeys by Kevin Quinley Reframing the Claims Professional’s Role in the Age of Knowledge Work or Mental Olympians? INSIGHTS | Winter 2024 | 7 Next >