want to do everything online. E-claims
should make everything faster and easier.”
Kay says anything that improves the
customer experience is helpful.
“The culture they’ve built in the com-
pany is very customer focused,” explains
Kay. “We take all of the feedback and use
what we can to change the process and
make it better. It’s a great culture.”
While Kay knew that he had been
nominated for the award, it was still a
surprise to learn that he had actually
won. “I was so honored that our entire
team was recognized for this,” says Kay.
“I was taught to treat claims like people.
When I found out I won, I was more ex-
cited to share it with everyone and have
all of us recognized for trying to improve
the claims experience. I was very proud
that we won.”
Each claim is important to Kay and his
team. He remembers one customer who
was overseas and needed to be flown back
because he had broken his leg. On the
way to the airport, the client tripped and
broke his other leg.
“They had put him in a soft cast for
the first broken leg and he fell. I thought
he was pulling my leg at first when he
said he had broken the other leg!” recounted Kay.
Every aspect of the claims experience
requires Kay and his team to provide stellar service for their customers. And it’s a
challenge they are more than equipped
to meet. Kay says, “We can’t help everyone, but everyone can help someone.
If everyone had that attitude, it would
definitely make the world a better place.
And we really focus on that at CSA.”
Patricia L. Harman ( email@example.com)
is editor-in-chief of Claims magazine.
-William “Bubba” Ryan, CEO
RYTECH- The Industry Leader in
Water Mitigation & Mold Remediation.
We Do It
That Will Never Change.
“Earning Your One Claim at a Time.
We do it better- and our Insurance
Industry Partners love us for
the money we save them and
the service we provide to their satisfied customers.
• Centralized Administration/ Call Center.
• IICRC, WRT and ASD certified field
production staff on every job.
• Controlling Severity, from Rapid Response
& Restoration to Cost Containment.
• RYTRAC In-Field Mobile
Communications – Provides
real-time overview to specific claims.
“I love being given the opportunity
to help people in any way I can when
they are in need of it the most.”