As an insurance technology and services provider with over a century of experience, Seibels is a leading provider of managed business processing solutions.click here to learn more
Our scalable and agile systems are based on a modern technology platform and are backed by deep insurance experience.click here to learn more
Seibels Claims Solutions provide property and casualty insurers with tailored services---bundled or unbundled.click here to learn more
Seibels provides Processing, Technology, and Claims Solutions to the property and casualty insurance industry. With over 100 years of experience, we understand the full value of insurance management services. Founded in 1869 as a modest fire and life insurance company, Seibels has grown into a prominent insurance services provider, developing insurance and technology expertise along the way.
We began automating our policy and claims functions in 1966. By 1974, our policy administration system was the first commercially available system for carriers. Unlike most technology and service providers, we sold and serviced policies for nearly one-and-a-half centuries while evolving into a technology and services provider.
Like any strong company, we are continually reinventing ourselves—we’ve done so for over 140 years. Today, we are Seibels Insurance Technology & Services, and we provide insurers with Solutions.
“As Gulfstream grows, our success depends greatly on our ability to grow and evolve the systems and technology that support our operations. Migrating to Seibels’ IPX Enterprise System will help us increase productivity, enhance efficiencies, and deliver a better customer experience for our agents and policyholders.”
- Mitch Sattler, President and CEO
From an early age, I have always been somewhat of a “thrill seeker,” which did not diminish (much to my parents chagrin) as I moved from childhood to teenage years. My motto was “have fun now with no regrets later,” and I was determined not to miss out on all life had to offer.
With my adventurous spirit, I am not surprised I ended up as a claims adjuster. If you don’t know, this is not exactly a job most people choose as a career goal, but one in which you generally “land.”
I “landed” by making lunch plans with a friend who asked if I would meet her at a claims job fair. Tired of waiting in my car, I decided to check out the action and enjoy some refreshments. The next thing I knew, I was interviewing with one of the company Vice Presidents. I was already employed and wasn’t particularly concerned about receiving an offer, so I was pretty relaxed as I chatted with the Vice President without a care in the world.
Fast forward twenty-six years later and here I am! I am still in this fast paced business with the company from the job fair, working with adventurous co-workers like myself. As with all jobs, we have the good, the bad, and sometimes the ugly, but the rewards have been numerous.
In the earliest stages of my career, the company taught me to abide by these three simple lessons:
1. Treat every customer with dignity, respect, and empathy. In other words, the way you would like someone to treat you.
2. If a customer raises their voice or becomes upset, simply listen and do not interrupt until they have calmed down. Not only does it help defuse the situation and gain control, but most importantly you become aware of the message being communicated.
3. Keep your word. Trust is paramount. If you make a promise, keep it.
In my opinion, these techniques are definitely needed in claim-handling situations as everyone is not always pleasant and happy when you speak with them. During my years as an adjuster, I have encountered quite a few interesting claims, including the couple who was lying in bed in their rental home as the ceiling fell onto them (protective headgear in place, with the neighbor snapping photo after photo).
Then there was the family who thought it was a good idea to bring their grill inside and have a barbeque because it was raining. I believe they had a better understanding of why this was probably not a good idea after the fire department extinguished the fire.
On the other hand, there was the policyholder who had their first claim experience and was totally reliant on our guidance throughout the process. Once the claim was settled, they expressed their undying gratitude and shared their newly-found appreciation of insurance companies. As a claims adjuster, it is difficult to describe the good feeling from knowing you were not only able to help your customer, but turn an unfortunate situation into one that is positive.
It is times like this the light bulb comes on and you realize the important role you play. Regardless of the claim or situation, I abide by the three simple lessons above, and it has worked for over 26 years.
Now you have glimpsed into the life of a claims adjuster, and know that our world is customer-focused, hectic, fast-paced, full of adventure, and some days, (like any other job), just downright stressful. But good, bad, or ugly, it is also one that is purposeful, satisfying and in my opinion...so worth it.
-Helen McCall, Property Claim Director
Admit it; you were drawn to technology because of the Thrill of Discovery, that moment when you discover something new or after you have been struggling to figure out a perplexing problem and all of a sudden the stars align and the pieces fit together as you solve whatever problem you were facing.
Once you have such a “wow!” moment, you are hooked.
When you first get started, you get that thrill quite often because everything is new, everything is exciting. You have yet to be betrayed by “the simplest things” not working as expected. You spend your career chasing this rush.
While it may get harder for you to catch that wow moment yourself, you can often find it by proxy. Find someone who is just getting started and guide them to some of the gems that once excited you. When you show a new developer the power of the SQL Data Dictionary, you can share that sense of awe vicariously. When you see someone’s eyes light up after you show them the sublime elegance of CSS structured properly, you get to experience a little hint of that thrill that drives us all.
Find someone and share what you know and you can enjoy that thrill of discovery all over again.
Unfortunately life is not all thrills and joy. We often get tripped up by “the simplest things” not working. This is the Agony of Defect. Depending on when the unexpected pops up, this agony can range from a minor annoyance to feeling like the apocalypse would be a relief.
Defects found early in the development phase are probably only going to be a minor annoyance and can actually be a little exciting in their own right. When caught early enough you can explore the edges of a new technology with only minimal, if any, pain without an audience or putting any deliverable at risk.
If you find a defect early in QA, the pain goes up a bit, but is still bearable. Visibility probably goes up so your ego may take a bruising but that is usually the end of it. The agony is limited to a few late nights as you re-group and work through the issues. You learn a few lessons and move on all the wiser.
The world changes the deeper into QA you go. Defects found at the end of QA can be painful. Now you have managers and clients worrying about deadlines. Delivery dates may be jeopardized. You get hassled for status updates. Full panic may set in. You are less likely to learn anything new about the technologies involved and are more likely to be haunted by memories of this pain and panic.
Defects found post deployment are another matter altogether.
EVERYTHING associated with the defect is under the microscope. Visibility will never be higher. Tensions will run high and everything in your life will revolve around solving the defect until it is actually resolved. Once the pain passes, these are the war stories that will serve as the cautionary tales for the next generation.
Regardless of when you find a defect, don’t take it personally. Don’t give into placing blame or deflecting blame. Focus on the solution. Focus on lessons learned. Above all else, NEVER hide the problem.
Even if the blame truly rests squarely on your shoulders, focus on making sure that you are part of the solution. In the end, being part of the solution trumps being a part of the problem.
As counter intuitive as it may seem, Fail Early. Learn all that you can early in the project. Panic at the beginning of a project and when the stakes are at the highest you will already have all of the lessons learned under your belt.
-Nick Harrison, Seibels Software Architect
“Our partnership with Seibels allows us to integrate advanced technology and services in a flexible and scalable manner. The combination of their insurance experience and agile systems and services makes Seibels an invaluable asset to our company. The ease of use presented by IPX Enterprise Insurance Suite is a key component of Centauri’s strategy to be the company of choice by our agency partners.”
-Lora Rees, Executive Vice President
& Chief Operating Officer