Executive Insights: Elissa Doroff helps insureds navigate their claims

Mosaic Insurance combines state-of-the-art insurtech with the personal touch to serve customers.

As the head of claims for the Americas, Doroff wants companies to understand the coverage they’re purchasing and the claims teams behind that coverage. (Photo courtesy of Mosaic Insurance)

Many things changed with the pandemic, and while numerous businesses closed or readjusted their operations, Mosaic Insurance launched in February 2021. The specialty insurer, headquartered in Bermuda, operated virtually for much of its first year. Unlike many legacy insurers using multiple programs, Mosaic is able to effectively utilize its state-of-the-art insurtech platform to quickly provide risk assessment and underwriting in cybersecurity, political risk, political violence, mergers and acquisitions, transactional liability, professional lines, financial institutions and environmental liability. The centerpiece of their portfolio is Lloyd’s Syndicate 1609, which enables Mosaic to connect a worldwide network of underwriters.

Elissa Doroff is head of claims for the Americas and helps insureds navigate coverage through the various lines of insurance when they have a claim. Too often, a company may purchase a policy for a variety of reasons and not understand the coverage they have. “Companies need to understand the coverage they’re purchasing and the claims team behind the coverage. They need to know who to call and they shouldn’t meet them for the first time at the claim,” explains Doroff.

The talent crunch

She says that one of the challenges she’s seeing in the industry is in the area of talent acquisition and retention. “This is an issue for different reasons. Pre-pandemic, people wanted a better opportunity or to make more money and we saw people moving from claims to underwriting. The bigger change now has to do with work-from-home expectations. We see people leaving organizations because the expectation is that they will be in the office five days a week and they want the opportunity to work remotely.”

Doroff adds, “The challenge is not just finding a person to do the job. Claims teams were built around volume and many teams outsource their claims responsibilities because they don’t have the expertise to handle them in-house. Relationships and establishing the right relationships are important. We have to proactively handle our own claims with our insureds. If you outsource it — it takes away from the relationship with the insured and someone else is handling their claim.”

The pandemic changed the claims process for many companies. Since Mosaic started during the pandemic, the company isn’t saddled with legacy systems and processes that don’t work or communicate with each other. “We have a much greater drive to share and capture data. We can build this into a part of the claims function, and we can focus on the data we need and how we can use it to better serve our policyholders,” advises Doroff.

“We’re trying to insure against risks and alert clients to issues as they are filling out our applications so they understand their pitfalls, vulnerabilities and the opportunities to improve their posture in different areas.” Doroff also adds that there is a lot that Mosaic can do with technology, such as the use of artificial intelligence and robotics, because they are a startup.

Finding talent continues to be a challenge for every industry, but given the number of individuals approaching retirement age, this is a major focus for insurers. When asked how she would describe the industry to someone considering it as a career, Doroff replied, “Fulfilling. Insurance, in general, straddles so many different career industries — legal, mathematics, actuarial and underwriting or being on the broker side. There are so many roles that someone could consider in a new way to create a meaningful career.”

She says that some of the biggest misconceptions about the industry are that it is boring, limiting and unfulfilling. “Many people are locked into an antiquated view of the industry — you’re a broker and checking boxes or an actuary and this is what you do, or on the claims side and making payments. There are so many different directions to take your career,” she shares.  “Years ago, it was never a thing to study risk management, but so many universities are offering courses and letting people see what’s available in risk management and how it could be a career you enjoy.”

Words of wisdom

One of the most valuable pieces of advice someone shared with her concerning her career was to get a mentor. “It can be someone in the industry or someone you just have a relationship with who can advise you,” she recommends.

Doroff had a boss at AIG who helped her determine her next steps as she has continued forward in her career. He helped her to identify what she enjoyed doing in the industry and what interests her. She found that she really enjoys being on the response side, and the career she loves is in claims, “It’s important to have someone help you identify what you mesh with and truly like to do.”

In addition to being mentored, Doroff says it’s equally essential to be a mentor. “It’s important to help young people figure out what they want to do and what’s worked well or hasn’t, and help guide them into a career that is fulfilling.”

Outside of her insurance career, Doroff enjoys playing tennis and is passionate about helping animals. She even has a rescue dog. She also loves cooking and trying new restaurants. “I am very fortunate,” she concludes, “I love working in claims and helping insureds, and Mosaic allows me to do what I truly enjoy.”

Patricia L. Harman (pharman@alm.com) is editor in chief of Claims Magazine and the PropertyCasualty360.com Group.

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