Ken Klug - MSOL, AIC, AFIS

Experience

• 

  Nationwide Agribusiness

  Jul 2009 - Aug 2014

  Commercial Property Claims Director

  • Accountability for technical results in mid-market commercial property and Material Damage for 43 states with over $300M in annual loss costs and a staffing budget of $6M.• Implemented best practices and estimating tools for property (Xactimate) and material damage (CCC) while improving customer NPS results over .5 over 5-year period.• Achieved team engagement results over 4.5/5 for final 3 years• Provided a highly technical and specialized customer service experience within several niche markets – fiber, fuel, food markets in partnership with engineering and customer care services• Created a technical training program to improve training & development of team members Show less

• 

  Grinnell Mutual

  Sept 2014 - Oct 2019

  • Accountable for all direct lines claims loss costs including $12M team budget comprised of 205 team members• Responsibility for the investigation, evaluation and resolution of claims in up to $20M • Decision maker on budget, staffing, technology and communication strategies to staff and Board of Directors as an executive sponsor for Guidewire software suite implementation • Completed reorganization of the entire claims department – personal, commercial and support teams focused on specific specialties and severities – improving average loss experience and cycle times in all lines. • Structured and participated in formal reinsurance reporting and auditing processes as part of annual plans yielding outstanding results and relationships with these corporate partners.• Proven productivity gains – Increased staff only 17% while new claim count increased 38% over a 4-year period from 40k to 55k• Created customer survey process with insights leading to increased NPS of 8.5 to 9.2• Active member corporate strategic planning, budgeting and project prioritization teams • Rolled out claims best practices and Claims Tool Kit - improved quality over 10% in first year• Championed Gallup Engagement survey into organization and have achieve 65th+ percentile results of 4.23/5 or above for 3 years• Advocate of corporate social responsibility and sustainability programs leading to new solar array (35% facility power) and volunteer hour programs (300% increase) Show less • Direct oversight of commercial claims – including a $5.1M team budget and 55 team members• Partnered with risk management, underwriting and sales on formalized return to work program which improved agency relationships and workers compensation claim outcomes. • Led with a philosophy of CUE – commitment, urgency and execution which has instilled direction, motivation and discipline into team• Managed all aspects of commercial claims including expenses (under YOY), customer service (improved .4 NPS), quality (+8% YOY) and team engagement (+.27 YOY)• Built a culture focused on continuous improvement and efficiency – greenbelts and BEX events• Partnered with divisional peers to improve communication and goal achievement• Formalized the development and execution of functional action/project plans• Maintained accurate succession planning to identify talent for future opportunities• Embraced technology solutions available within vendor contract relationships - Guidewire, Corvel, drones, estimating platforms Show less

  • Vice President Claims P&C

    Jun 2015 - Oct 2019

  • Assistant Vice President - Commercial Claims

    Sept 2014 - Jun 2015
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  Agribusiness Risk Underwriters

  Nov 2019 - Feb 2021

  Chief Operations Officer

  Leading operational evolution in HR, Finance, Underwriting and Claims.

• 

  Pekin Insurance

  Mar 2021 - Jan 2025

  VP & Chief Claims Officer P&C
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  Chubb

  Jan 2025 - now

  Vice President - Agribusiness Claims

  A great new opportunity with the best in the business. I look forward to helping my team deliver Chubb to all of our customers in their time of need.