Kimberly Donovan

Experience

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  Progressive Insurance

  Jan 2002 - Jan 2004

  Claims Manager

  Served as Branch Manager responsible for all aspects of a P&C operation consisting of 14 employees and one assistant manager. Responsibilities included claim processing quality, resource management, annual budgeting and maintenance of services and operational hours. Initiated, facilitated, and managed the restructure of the Calabasas Claims branch to maximize resources, adopt best practices, and enhance efficiency.

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  Farmers Insurance

  Jun 2004 - Apr 2016

  National Claims leader responsible for all aspects of compliance risk analysis for the Auto, Commercial, and Workers’ Compensation claims operations. Managed the process for compliance with new laws nationwide to proactively provide new requirements to the claims organization. Communicated compliance issues and provided relevant information to claims leadership to assist in the strategic development of plans and procedures to ensure compliance. Worked with Government Relations to review proposed legislation and evaluate its potential impact to allow compliance and claims operation the opportunity to provide feedback. Staff monitored and analyzed all proposed and new laws for claims, and coordinated with Government Relations on any concerns.•Highest rating of “Effective” achieved on all Internal Control Audits.•Ninety percent of regulatory market conduct exams resulted in no or very few findings for Claims.•Member of Claims Release Review and IT Governance Boards.•Employee Engagement Index in top 10%. Show less Responsible for all aspects of file quality assessment for the Casualty Claims operation. Responsible for verifying integrity of the claims process and the accuracy of claims handling. Provided timely, comprehensive feedback on the operation policies, procedures, and best practices. Collaborated with field leadership to improve results.•Improvement in Employee Engagement Index of over 40% to 76. •Key player responsible for creating intuitive QA tool including reporting and strategy development.•Workstream subject matter expert for Bristol West and 21st Century integrations into the Farmers Claims organization. Show less Led 50+ P&C employees in two locations with one Liability Manager and eight supervisors. Responsibilities included claims quality and severity performance, customer satisfaction, regulatory compliance, resource management, budget, and strategic planning.•Improved Liability results from unacceptable to “High Meets” in 2005.•Two of the top QA audits falling within the top 10 nationally.•Selected member of Farmers Future Leaders program.•Key contributor in the development of the “Dare to Compare” liability analysis initiative. Show less

  • Claims Compliance Manager

    Sept 2010 - Apr 2016

  • National Quality Assurance QA Consultant, Team Manager & Interim Division Manager

    Jun 2007 - Sept 2010

  • Claims Service Center Manager

    Jun 2004 - Jun 2007
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  Texas Department of Insurance

  Apr 2016 - Jun 2018

  Performed senior-level managerial work administering the daily operations and activities of the Form Review Program and leading other insurance industry regulatory efforts. Managed staff assignments. Oversaw the development, review, revision, and implementation of legislation. Developed guidelines, procedures, and administrative rules. Developed schedules, priorities, and strategies for achieving team goals. Coordinated and evaluated business functions and activities, budget requests, and expenditures.•Served as liaison to the TAIPA and the Texas Medical Liability Underwriting Association (JUA), and the Texas Department of Transportation Technology Task Force.•Worked as a rule team member from the P&C Lines Office for a vast and wide array of administrative rules, including revisions to the TAIPA and JUA Plans of Operation, as well as changes to adopted National Council on Compensation Insurance manuals and the Division of Workers’ Compensation under the Administrative Procedure Act.•Coordinated and drafted inquiry responses from consumers, legislators, reporters, and other stakeholders. Frequently worked with TDI Government Relations as a P&C subject matter expert.•Analyzed and provided feedback on proposed legislation and served as a resource witness for the Texas Legislature. •Presented at numerous stakeholder events such as TDI’s Compliance Conference, Chartered Property Casualty Underwriters Industry Day, and witness testimony for the Texas Legislature. Show less Directed an array of senior-level technical, training, research, planning, policy, program assessment, and administrative activities. Work involved assisting with planning, developing, and implementing agency programs and providing advice and technical assistance to program staff, governmental agencies, community organizations, stakeholders, and the public.•Served as TDI’s liaison for TAIPA and the JUA.•Served as project lead for numerous projects. For example, created and implemented a survey, and amended the JUA Plan of Operation to ensure that the JUA is efficiently operating as the residual market for medical liability insurance. (28 TAC § 5.2004; SB 18, 84th Session); Order 2017-5177. Show less

  • Manager, Regulatory Policy Division - Property & Casualty Lines Office

    Nov 2016 - Jun 2018

  • Program Specialist

    Apr 2016 - Oct 2016
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  Texas Office of Public Insurance Counsel

  Jun 2018 - Oct 2022

  Chief Policy Analyst

  Executed highly advanced, senior-level advisory, analytical, and technical services related to all types of insurance. Planed, developed, coordinated, and implemented major agency programs and initiatives. Consulted with and assisted agency staff, the Texas Legislature, federal and state governmental agencies, community organizations, and the general public on property and casualty insurance. •Developed and reviewed the agency’s communications for the website, social media, and legislative and public inquiries. Key subject matter expert in the revamp of the agency’s website and social media platforms.•Served as a liaison for numerous agencies such as the National Association of Insurance Commissioners, Texas Automobile Insurance Plan (TAIPA), Federal Emergency Management Agency, Office of the Flood Insurance Advocate, and Texas Insurance Stakeholders Roundtable.•Analyzed and provided feedback on proposed legislation and testified as a resource witness for theTexas Legislature. Presented ideas for and helped draft the agency’s Recommendations Report to the Texas Legislature. Met with Governor's office staff and other legislative staff and members to discuss insurance matters and agency initiatives.•Considered and recommended comments on administrative rules proposed by the Texas Department of Insurance (TDI).•Represented the agency in speaking engagements for groups such as Consumer Action group and Texas Sea Grant Workshop.•Managed the Policy Comparison Tool and served as the agency’s representative for the HelpInsure tool co-owned with TDI.•Identified, communicated, and worked to resolve concerns with personal auto and residential property form filings with TDI and company representatives.•Spearheaded the projects to redraft and adopt the Personal Automobile and Consumer Bill of Rights and Homeowner’s Bill of Rights, including review for plain language, legal accuracy, and consumer understanding. Show less

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  Texas Division of Workers'​ Compensation

  Nov 2022 - Oct 2023

  Deputy Commissioner for Operations and External Relations

  Oversees the operations of Communications, Governmental Relations, and the Research Evaluation Group.•Directs the staff, responsibilities and activities of the Operations and External Relations Division; provides direction, guidance, and assistance; approves division budgets; develops, evaluates, and implements policies, procedures, rules and regulations and monitors compliance.•Provides advice to the commissioner regarding regulatory, legislative, and workers’ compensation issues; collaborates with the commissioner and executive staff to develop and accomplish goals and objectives consistent with agency strategies; reports regularly to the commissioner regarding program activities, accomplishments, performance, strategies, and issues.•Oversees governmental relations, including making legislative recommendations, responding to legislative inquiries, reviewing legislation, writing testimony, and representing the Workers’ Compensation Division in meeting with legislative offices, workers’ compensation system participants and the public.•Ensures effective communication and working relationships with the legislature, public, media and other audiences; serves as a communications consultant to executive leadership; and serves in a leadership role in crisis communications.•Coordinates division-wide initiatives and activities, as well as agency-wide initiatives and activities with the Texas Department of Insurance.•Oversees the Research and Evaluation Group. Coordinates the publication for reports and the development and completion of the annual research agenda. Show less

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  Texas Office of Public Insurance Counsel

  Nov 2023 - now

  Chief Policy Analyst

  Executes highly advanced, senior-level advisory, analytical, and technical services related to all types of insurance. Plans, develops, coordinates, and implements major agency programs and initiatives. Consults with and assists agency staff, the Texas Legislature, federal and state governmental agencies, community organizations, and the general public on property and casualty insurance.