Dennis P. Johnson, AIC

Experience

• 

  Chrysler Insurance Company

  Feb 1997 - Jul 2001

  Casualty Adjuster - The Commercial Liability Unit (Penastar Program)

  Resolved third party liability losses under a commercial policy insuring automobile dealerships with reserves totaling $25 million dollars. Investigated and finalized errors and omissions, false pretense, garage & product liability losses under the Essential Insurance & Fair Trade Practices Acts in (20) western states through settlement conferences, arbitration and litigation. Researched commercial policy language relevant to statue and case law pertaining to losses while fulfilling the Adjuster licensing requirements throughout the footprint. Managed complex claim files, determined liability and/or comparative negligence percentages and resolved large dollar exposures. Mentored Adjuster trainees. Show less

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  The Auto Club Insurance Association

  Jul 2001 - Jan 2005

  Provided a comprehensive and unbiased evaluation of the Casualty claims staff. Measured conformity with procedural expectations and departmental satisfaction through quarterly trend reports via Excel to the Vice President of Insurance Claims. Successfully pursued and acquired claim reimbursements to achieve the combined corporate recovery goal of $30.8 million dollars in 2001. Recovered subrogation proceeds of $1 million dollars within the first (30) days of assignment. Collaborated with counsel and vendors to maximize the revenue recovery available through subrogation and salvage processing. Unit goals that were exceeded by (13%) annually during my tenure.

  • Claims Quality Auditor - Claims Quality & Assessment Unit

    May 2004 - Jan 2005

  • Claims Representative - The Claims Recovery Unit

    Jul 2001 - Apr 2004
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  The Auto Club Group

  Jun 2007 - Jan 2019

  Maximized the salvage returns from motor vehicle total loss settlements, commercial liability claims, homeowners premises liability claims, as well as recovered stolen contents. Operated with (2) salvage companies that resulted in salvage proceeds recovery exceeding $30.9 million. The salvage proceeds recovery was (107%) to plan in 2018. Implemented inventory management review strategies while monitoring the sold volume of 15,000 vehicles. The strategies positively influence the salvage gross to net recovery percentage from the sale, the reduction of the salvage processing cycle time, the reduction of the aged inventory as well as the salvage placed on legal hold. Developed project management pilots with the salvage companies to ensure that the aged inventory levels were kept to a minimum and sold or disposed of properly based on the state guidelines. The projects resulted in a salvage processing and sell cycle time of (66.3) days compared to an industry average of (79.9) days. Drafted the unit procedures while developing a training and work process for the unit. The work process emphasizes creative problem-solving techniques while maintaining Net Promoter score customer service communication during negotiations with vendors, tow yards, collision shop owners, law enforcement, and attorneys. The work process resulted in marked performance improvements and expense reduction during the review, investigation, and authorization of advanced towing, storage charges, and lot fees. Show less Managing the daily productivity and training of a team engaged in providing proactive quality claim service in multiple states. Performed cost effective supervision while motivating the performance of the Automotive Total Loss Claims team. The team exceeded the Net Promoter Score customer service objective goal with an average of (74.7%) compared to a target of (72%). Decreased the expense per claims from $110.00 dollars to $98.00 dollars based on a target goal of $105.00 dollars. Problem solved issues related to service. Initiated process redesign pilots to increase efficiencies that reduced justified bureau complaints to (0.01%) with a target to plan of (0.05%). Communicated and executed the corporate strategy, vision, performance expectations, financial goals and departmental changes to staff which resulted in a (99.9%) employee retention rate. Hired as a Claims Specialist within the unit from February 2005 to May 2007. Show less

  • Claims Manager 1 - Salvage Operations Unit

    Feb 2018 - Jan 2019

  • Claims Manager 1 - The Total Loss Unit

    Jun 2007 - Jan 2018
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  Meemic Insurance Co. / The Auto Club Group

  Jan 2021 - now

  Claims Technical Consultant

  Managed the Total Loss & Direct Repair teams under the Auto Physical Damage Insurance Claims department. Evaluated both operations cost effectiveness, efficiency, their quality of service, as well as the overall team performance. Examined problems relating to products and services. Made use of pilot programs to obtain feedback for recommendations for process improvement. Participated in the development of training programs to ensure that the approved process changes were implemented within the department. Show less