Claims Adjuster Career Path Requires Balance

Rockwood Claims Adjuster Provides High-Touch Service

Kelly Flockvich took a chance on an insurance career, and her decision continues to benefit insureds and claimants.

Kelly Flockvich head shot

Seven years ago, Kelly Flockvich was intrigued about an opening at a local insurance company. Although she didn’t know the first thing about insurance, what she did know was that her job at a large regional bank didn’t feel like a long-term fit. She was ready for a change.

“I saw an opening at Rockwood Casualty, and what really interested me was that it included training,” Flockvich says. “I decided that if they were willing to train me, I was willing to work hard and learn as much as I could. So, I gave it a shot.”

Starting on a claims adjuster career path

As she learned more about the position and the company during the interview process, the more excited she became about the possibilities.

“I really liked the people I met and talked to at Rockwood,” she says. “I remember walking out and thinking, ‘I hope I get this job!’”

Soon she was starting her insurance career at Rockwood as a Claims Adjuster trainee, and steadily advanced to her current role, Senior Claims Adjuster, taking on larger and more diverse cases across more states along the way.

“I reach out to the claimant and their family and assure them that I will help them receive the best possible medical treatment for their injuries.”

Treating customers like family

In modern times, as more interaction is done virtually and with chatbots, Flockvich’s role is more high-touch than high-tech. As a claims adjuster, she processes and reviews new claims for partnership accounts – typically workers’ compensation, liability, automotive and property damage – and contacts the parties involved.

“In many of the claims, people’s lives have been interrupted or significantly changed,” she says. “I reach out to the claimant and their family and assure them that I will help them receive the best possible medical treatment for their injuries. I treat them as if they were a member of my family.”

The most difficult part of her job, she says, is when a claim includes a severe injury or death. But this is when her job becomes even more important.

“My role is to make the situation a bit easier for the claimant,” she says. “Sometimes that means helping set up doctor appointments or coordinating things like physical therapy. I get to know the people throughout this process, and it can be hard not to get emotionally attached as I work with them.”

Flockvich says that all claims present a balancing act: providing service to the claimant while keeping claims and premiums down for Rockwood’s insureds.

“I get to know the people throughout this process, and it can be hard not to get emotionally attached as I work with them.”

Recharging with outdoor activities

Outside of work, Flockvich spends her free time on the golf course, shooting a round of nine or 18 holes every week.

“The most memorable course I’ve played has to be the one at the Atlantis resort in the Bahamas,” she says. “The score isn’t as important to me as having fun and being outside – and it’s hard to beat golfing near the ocean.”

Also, she spends summers on local lakes, paddle boarding and swimming. During the winter, she can be found skiing the slopes of western Pennsylvania.

Looking ahead

Now with nearly a decade on the claims adjuster career path, Flockvich has started to deepen her experience using Argo’s tuition reimbursement benefits.

“So far, I have completed SCLA and AINS designations, and I’m currently working to complete the AIC,” she says. “Long term, my goal is to complete the CPCU designation.”

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