Moving Up: 'I was raised in the workers' comp industry' says Employers' Chief Claims Officer Christina Ozuna
Employers’ Christina Ozuna grew up in the workers’ comp insurance industry, starting an insurance job while still in high school, and has never looked back.
Christina Ozuna, Employers, Henderson, NV
Title: Chief Claims Officer
How did you get into the insurance industry? (Most people start in another field and move to insurance).
I was raised in the workers’ compensation industry. My mother spent her entire career in a workers’ compensation claims environment. She helped me get started as a part-time file clerk when I was in high school, so you could say I grew up in the workers’ comp industry and never left! Over the years, I’ve worked in every type of position you can hold in a claims department – moving from file clerk to claims assistant, junior adjuster, senior adjuster, hearing advocate, claim manager, regional claim director, vice president of operations, vice president of corporate claims, and now chief claims officer. My career path has helped me easily relate to the employees I am developing, since there’s not a single job in our claims organization that I don’t understand from first-hand experience.
What are some of the benefits of working in the insurance industry and what are some of the biggest misconceptions about the industry?
One benefit of working in insurance is the opportunity to quickly advance your career — especially in a claims department, where you can progress from file clerk to senior adjuster in as little as 10 years. There are options you can take as you work your way up the career ladder, allowing those with different professional interests to succeed. For example, if you’re more interested in the complexity of managing claims you can progress and grow by taking a technical path as an independent contributor, or if you’re interested in leadership, you can follow a managerial path to help lead an organization and build long-term strategies.
One of the biggest industry misconceptions is that insurance is boring, slow, and stodgy rather than innovative and exciting. That may have been historically true in general, but I’ve never found that to be the case in my career. I have spent much of my career building new ways of doing business, implementing technology, and focusing on continuous improvement. Today, we see more InsurTech companies arriving on the scene, who are pushing the industry to innovate. People tend to underestimate how much the insurance sector has embraced tech solutions and changed quickly over time. Companies like Esurance and GEICO changed traditional business models through innovation, and historically, Employers has been a leader in implementing technology solutions, starting with implementing imaging systems in the late 1980s.
What has been the biggest challenge in your particular role? How have you overcome those obstacles?
Since being appointed chief claims officer, the biggest challenge I’ve faced is stabilizing the workforce experience for our employees in response to new technology solutions we implemented. We work fully remotely in the claims department at Employers, which offers advantages in hiring and retaining talent, but it also presents challenges when we manage the large change involved with a technology shift. Fortunately, we learned valuable lessons around managing organization-wide change in a remote environment during the early months of the COVID pandemic that make us better prepared to face upcoming challenges.
In your experience, what skills should the next generation of professionals be developing?
There are many cross-functional skills needed to succeed in this industry than some might realize. For example, we joke that the role of a claims adjuster requires being a psychologist, detective, organized processor, mathematician, and more. That’s why it is important for young professionals to develop not only technical skills, but soft skills like empathy, critical thinking and learning agility.
What is the most valuable piece of advice you have received that has helped you succeed in the Insurance industry? Also, do you have any advice specifically for the next generation?
I’ve been fortunate to have had a few fantastic mentors throughout my career. The best advice I ever received was to continue to be myself after being promoted to the next level. I learned that the biggest mistake people make when leveling up is forgetting who they are. The key is to maintain your sense of self instead of changing to fit what you think someone wants you to be. You were hired for a reason, so it’s important to maintain your own voice and unique way of problem-solving. I remind myself of this advice every time I transition into a different role, and it’s something even entry-level employees can benefit from when embarking on their insurance careers.
Would you advise any younger person to begin a career in Insurance? If the answer is yes, what would you advise them to do to get a foothold in the industry, and does this advice differ from what you may have received when you were starting out?
I’ve built my entire career in the insurance industry, and it offers even more areas of opportunity for young professionals today. I’d advise anyone who is interested in claims to hone their skills in flexibility and agility. The technical skills will come from experience, but you need to be able to pivot, learn, and problem-solve on the fly to be successful in claims. Say yes to any projects that are handed to you, even if you’ve never done it before, and you will grow both your knowledge and your career opportunities. That’s what has served me best.
In your opinion, what key effects have the COVID crisis had on the Insurance industry and how are you addressing them with your clients?
Employers specializes in serving small businesses, which were the most severely impacted by the pandemic and related shutdowns. As our policyholders move out of the economic hardship they experienced, we are assisting them by controlling loss dollars and managing expenses.
The impacts of COVID on wage inflation and the labor market have been a challenge for the insurance industry and its ability to staff appropriately. As part of my new role, I’m focused on creative solutions that will lead to positive change in long-term staffing and retention strategies.
What about your current role/position at the company are you most happy with? (working on projects, your impact, team members, etc.)
My favorite part of my current role is that I have the ability to impact the organization quickly and in big ways, aside from the work I do in claims. I love being part of the executive leadership team of a small to mid-size company that’s growing, and how that gives me a hand in the exciting initiatives we’re working on.
What does career success in insurance look like to you?
To me, success means never stop growing. I find it gratifying to help employees grow their careers through Employers’ programs and project management. Finding opportunities to assist top performers in achieving their career objectives is a primary motivator for me each day. Success in insurance means always learning, not shying away from new challenges, and stepping up to any opportunity that is presented.
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