ExtraMileIssue12

2019 ISSUE 1
NOTES FROM NATIONAL INTERSTATE INSURANCE FOR OUR PARTNERS IN RISK
This Reptile
wants to
Eat You Alive.
Get to
know
the ReptileTheory before it
's too late.

Contents2019 ISSUE 1
LETTER FROM THE PRESIDENT AND CEO 3
EXTRA MILER: DEBBIE FAIX 4
INTRODUCING CONVOY:
SAY HELLO TO UPSIDE WITHOUT THE DOWNSIDE 6
EXECUTIVE SPOTLIGHT: MICHELLE WILTGEN 8
TURNING RISK INTO REWARD 10
UNDERWRITERS SPOTLIGHT: MEET A FEW
MEMBERS OF OUR TEAM 12
Proactive
with a Purpose
The Reptile Theory and How to Help Prevent It 20
A PATH BACK TO WORK 22
A TRUE PARTNERSHIP:
NATIONAL INTERSTATE AND AKRON CHILDREN’S HOSPITAL
AKRON MARATHON RACE SERIES 24
HOW TO REPORT A CAT CLAIM 26
Subscriptions:
Extra Mile magazine is a free, quarterly publication offered by National Interstate Insurance
Company in support of its customers. To subscribe, call 800-929-1500 or email amanda.
genther@natl.com.
Publisher:
Established in 1989, National Interstate Insurance is one of the leading specialty property
and casualty insurance companies in the country. Offering more than 30 different insurance
products, including traditional insurance, innovative alternative risk transfer (ART) programs for
commercial companies and insurance for specialty vehicle owners. Its customized solutions are
made possible by its talented and dedicated team members. National Interstate employs over
700 employees in offices in Northeast Ohio, HI, and MO.
© 2019 National Interstate Insurance Company
National Interstate Insurance Company
National Interstate Insurance Company
@NatlCareers
@Natl_hq
National Interstate Insurance Company
Editorial Contributors:
Amanda Genther
Melanie Irvin
Tony Mercurio
Chris Mikolay
Sandra Ritley
Shawn Los
Charlie Wendland
Kimberly Wickert
“New year — a new chapter, new verse, or just the same old story?
Ultimately we write it. The choice is ours.”
Alex Morritt
Letter from the President and CEO
TONY MERCURIO
I like the quote above. It reminds me that we don’t have to accept
the status quo, that each day is a choice to do something great, that
we should seek constant improvement. And while I believe this
attitude is hardwired into our DNA at National Interstate, the reality
is we must continue to evolve and get better every day if we are to
remain successful.
Our industry is changing rapidly. More and more vehicles are
being equipped with technologies that promise to dramatically
reduce the number of accidents on the road. Yet, the Commercial
Auto insurance market remains unsettled – rising loss costs,
distracted drivers, more congested roads, nuclear verdicts – these
headwinds are causing problems for insureds and insurers alike.
Inside this edition of the Extra Mile you’ll read about one of those
issues in particular, the “Reptile Theory”. In short, Reptile Theory
is a strategy plaintiff’s attorneys have been using to devastating
effect – juries are giving eight and sometimes nine figure awards
in accidents where the initial facts appear extremely favorable to
the motor carrier. You need to know about Reptile Theory, and more
importantly, what you can do to avoid falling prey to it.
While the road ahead may be bumpy, National Interstate is working
hard to make it as smooth as possible. Over the past year we have
continued in our quest to build the insurance experience around
you by investing in our people, our systems and even in our new
building. And I’m proud to say our efforts were rewarded with an
A.M. Best financial strength rating upgrade to A+ (Superior). This
rating is only given to insurance companies A.M. Best determines
have a superior ability to meet their financial obligations, and if you
have been paying attention to the difficulty many insurers are facing
in the Commercial Auto world, you would note our recent upgrade
as particularly impressive. I could not be more proud of our team for
achieving this milestone.
Speaking of milestones, in 2019 National Interstate
celebrates its 30th anniversary. As I take a
moment to think about my 24- year career with
the company and our humble roots, I’m awed
at what we’ve achieved as a team. But I’m
even more excited about what is yet to come,
knowing our team has even greater chapters to
write. To that end, this year we’ll be launching several innovative
new insurance programs, including Convoy and Gibraltar. Convoy is
geared toward more traditional truck insurance buyers, and it gives
each participant the cash flow advantages of a deductible product
coupled with the control and potential rewards of an alternative risk
program. Gibraltar is a new member-owned group captive targeted
to best-in-class energy and environmental service providers. I can’t
wait to see these new programs gather momentum and provide
exceptional value to our insureds.
In closing, I wish you a healthy and prosperous 2019. As always,
I thank you for your partnership, and may each mile you drive be a
safe one.
Best,
Tony Mercurio
President & CEO
3

Debbie
Faix
At National Interstate, we take great pride in our promise to be your
best partner on your worst day. That promise begins the moment a
claim is reported and then processed by a Claim Processing Technician
responsible for receiving, entering and assigning new claims. Debbie
Faix, one of our Technicians, has claims cross her desk every day. While
she hasn’t been with the company very long, she understands the impact
she can have on a customer’s worst day.
We met Debbie from an employee referral. She received a Bachelor
of Science degree in Communication with a minor in Psychology and
Sociology from Ohio University. Prior to joining National Interstate in
early 2018, Debbie held many roles in various industries. From being
a Personal Injury Protection (PIP) Adjuster and an immediate response
adjuster, to working in a vet’s office and in a preschool setting, Debbie’s
different experiences helped develop her communication and people
skills into what they are today.
Debbie also does her best to remember her customers. If she’s talked
to someone before, she’ll reference prior conversations and joke that –
given she’s on the phone talking about tough claims - she “hopes she
doesn’t have to talk to you again any time soon.”
Aside from her remarkable customer service skills, Debbie takes
advantage of the training and volunteer opportunities our company
offers. She volunteered at the fluid station during the Akron Marathon
race series in the summer of 2018, and participates in state-specific
training, job shadowing opportunities and medical training to name a
few. In addition, Debbie is always good for sharing a positive word or
sending kudos out to other departments. In the time that Debbie has
been here, she has contacted several employees to thank them when
they go an extra step to help her out. These small gestures can turn
anyone’s day around.
Recently, Debbie used an Ohio buckeye to share a positive message
with her team. She stated that a buckeye forms in a rough, prickly shell
not very appealing to the eye. However, when opened, the buckeye
is beautiful, smooth and shiny. Debbie handed out buckeyes to her
team with the message that with a little bit of guidance, training and
teamwork, you have the ability to break through a rough outer shell to
reveal something great on the inside.
With a knack for making connections, Debbie is a true manifestation of
our tagline “An insurance experience built around you.” She makes our
customers feel welcome from the moment she picks up the phone and
builds trust and rapport by making a personal connection to the caller.
If you’re routed to Debbie, do not be surprised when she has the unique
ability to take a small piece of information you provided and turn it into
a conversation starter – “Hey! Your baseball team really gave our Indians
a run for their money last night!” or “I remember vacationing in your city
once! I really enjoyed having dinner at The Lobster Shack – have you
been?” These statements go a long way in building a connection with
the caller, putting them at ease during a time that likely may be stressful
for him or her.
Meet Debbie
WHAT ARE YOUR FAVORITE THINGS TO DO
OUTSIDE THE OFFICE?
Biking, hiking, kayaking…anything outside.
WHAT IS THE LAST MOVIE YOU WATCHED?
I just watched Harry Potter and the Prisoner of Azkaban, AGAIN, since it
was on TV when I was flipping through the stations – BIG HP fan! There’s
a huge following here at National Interstate, too (#mischiefmanaged)!
WHAT WOULD YOU DO IF YOU WON THE LOTTERY?
I would make sure my family was taken care of, then I would travel, and
paddle a kayak around all of the beautiful places across the country.
PEOPLE WOULD BE SURPRISED TO KNOW…
I’ve never been to Disney World. I guess I need to win the lottery!
Debbie does her best to exemplify what every employee strives for at
National Interstate. She embraces our company culture, puts a smile on
your face and is someone you want to have around on your worst day.
WHAT IS YOUR DREAM JOB?
My dream job would be an elementary education teacher for first graders, if
morphing into Mrs. Claus doesn’t work!
MY DAY CAN’T START UNTIL…
I have a cup of coffee and step outside to greet the day.
WHAT IS YOUR FAVORITE HOLIDAY?
Christmas.
WHY DO YOU LOVE YOUR JOB?
I love my job because I work with a wonderful, collaborative team in our
Claims department, and I feel appreciated here at National Interstate.
ARE YOU A CAT OR DOG PERSON?
Dog, but I’d like one of each.
4 5

INTRODUCING
CONVOY
Say Hello to upside
without the downside.
How does Convoy Work?
1
2
Each participant purchases a $25k basket deductible policy
from National Interstate.
Other members join the group and 25-40% of each participant’s policy
premium is placed into a shared pool to be used to pay claims above the
deductible and up to $150,000. The pool earns investment income on that
premium at a guaranteed rate of 3.65%. 1
We’re kicking off 2019 with a new product we believe will be a huge
hit in the marketplace, particularly for insurance buyers who have an
aversion to the word “captive”. In Convoy, our new program geared
toward mid-size trucking fleets, you’ll find evidence of our hallmark
National Interstate creativity and win/win mentality. Convoy is an
alternative risk program with a twist – we’re taking the best of a
deductible program and the best of a captive to create an entirely new
category of insurance program targeted to more traditional insurance
buyers.
We think many of your current and prospective insureds are going to
love the programs key features, including:
The benefits of a small deductible program
➼ Lower upfront premium
➼ Initial cash flow savings
➼ Retain smaller, more frequent and more predictable losses
➼ Basket coverage on Auto Liability, Physical Damage and Cargo
The benefits of a captive program
➼ Potential return of premium
➼ Investment income accrues to members at 3.65%*
➼ Greater control of insurance destiny
➼ Alignment of interests with insurance carrier
➼ United with other best-in-class motor carriers
➼ Annual meeting
With the insurance market in flux, we believe Convoy will be a great
solution for controlling cost of risk and rewarding motor carriers with
potential underwriting profit and investment income – without the
downside risk that typically accompanies a higher risk program.
Designed for insureds who have a lower risk tolerance and who may
be reluctant to join a captive, Convoy members share risk from $25k
to $150k in a fund that has no downside. If there is money left over,
underwriting profit and investment income are returned to members on
a pro rata basis. If the entire fund is used, National Interstate assumes
the risk via an aggregate stop loss. The group is therefore incentivized
to control losses and has the potential to see significant return, along
with investment income, while stabilizing and controlling cost of risk.
Source:
3
Claims occur and are paid out.
1
Effective 1/1/2019 - 12/31/2019. 3.25% through 12/31/2018
2
Subject to terms of Participation Agreement. Positive balance is not guaranteed and is determined by aggregate loss performance of the pool.
If there is a positive balance at the end of a 3-year accounting cycle,
National Interstate will return premium and investment income to each
participant on a pro-rata basis determined by individual performance. 2
Give us a call at 800-929-1500 x2279 to discuss Convoy in greater detail, or better yet, let’s do a Webinar (our PowerPoint is pretty slick).
The insurance market continues to change, and trucking companies need innovative solutions to combat the climbing costs of risk.
*Guaranteed investment yield effective 1/1/19. Determined annually.
CHRIS MIKOLAY
VP, National Accounts and Truck Alternative Products
6
7

EXECUTIVE SPOTLIGHT
Michelle
Wiltgen
NATIONAL MARKETING MANAGER
IN YOUR OWN WORDS, CAN YOU TELL ME WHAT YOU DO?
As the National Marketing Manager for the Passenger division, I am
responsible for marketing all available insurance solutions including
traditional and alternative risk transfer, or “captive,” products to
prospective companies. That said, I think most of our current partners
and even prospective partners will tell you that I am the face of
National Interstate, not only to our Passenger accounts, but to many
of our other products as well. I feel the biggest responsibility I have,
regardless of how big our company gets, is to make our partners,
both customers and brokers/agents, feel that they are part of our
family. That responsibility is something I don’t take lightly and I know
our partners don’t either.
WHAT ARE THE MOST IMPORTANT DECISIONS YOU MAKE AS A LEADER?
I have been with National Interstate for almost 28 years. When
I started at the company, there were only 23 other employees.
Back then, it was about building the business and survival. Now,
it’s still about building the business, but my role has transformed
in a way that I think about the example I can set for our younger
team members, and how I can help them learn the business and
our culture. We are a proud company that has worked hard to
get to where we are today, and I want to do my part to see that
legacy continue. Our core values of integrity, transparency, fairness,
accountability, empowerment and collaboration will help that
become a reality. Being a leader isn’t a title, it’s a position you earn
throughout your career by the example that you set every day.
YOU’VE BEEN IN THE INSURANCE INDUSTRY YOUR ENTIRE
CAREER. CAN YOU TALK ABOUT WHAT MOST SURPRISES
YOU ABOUT THE INDUSTRY AND KEEPS YOU IN IT?
The number of insurance companies that have entered into this
business and have had to exit because they could not figure out how
to do it successfully always surprises me. I consider it a badge of
honor that National Interstate has endured for 30 years in an often
volatile market. My passion about what this company does and the
relationships that we have with our partners is what keeps me in this
ever-changing industry.
CAN YOU NAME SOMEONE WHO HAS HAD A TREMENDOUS
IMPACT ON YOUR CAREER? WHY AND HOW DID
THIS PERSON IMPACT YOUR LIFE?
My family has had the biggest impact on my career. I grew up
with four older brothers, and we were poor. But, we didn’t know it
because everyone in our neighborhood was poor. My parents taught
all of us work ethics, respect and that hard work really does pay
off in the end. I was never told I couldn’t do something “because I
was a girl”. During my senior year of high school, I started working
at a local insurance company. The following year, knowing I would
be responsible for my college tuition, I worked there full-time during
the day and went to college full-time at night to earn my degree.
That experience taught me how to support myself and become
independent.
MY MORNING CAN’T START WITHOUT…
If I am home, a 125-degree latte that my husband makes me...on the
road I settle for whatever latte I can get!
YOU TRAVEL 40-45 WEEKS A YEAR FOR NATIONAL
INTERSTATE. HAVE ANY GOOD TRAVEL TIPS TO SHARE?
I know that to some people, travel may sound glamorous and to
others a nightmare. I can tell you that travel is not glamorous and
many times, when travel is disrupted, it is a nightmare! The best
advice I can give is to be organized, don’t sweat the small stuff and
don’t believe travel will go smoothly 100% of the time. Also, I am a
master at packing a suitcase – just call me for tips!
WHAT DO YOU ENJOY DOING WHEN YOU’RE NOT WORKING?
Believe it or not, my husband and I love to travel – traveling for fun
is totally different than traveling for business! I enjoy finding great
new places in the U.S. and beyond, and finding delicious restaurants
and wine along the way! One of our favorite spots is Ocean Reef Club
in the Florida Keys, which is only a two-hour drive for us, but still
feels like we’re on vacation once we get there.
WILL WE EVER SEE A ROAD OF DRIVERLESS BUSES AND COACHES?
While I think we will eventually see driverless buses and coaches,
I think we are further away than many people believe. I think the
technology is absolutely there, but improved infrastructure including
roads and bridges need to be built to support this type of vehicle.
Without the proper roads to accommodate driverless technology,
there will be no place for these vehicles to operate. I think about this
a lot and the one question that is always on my mind is if something
comes towards a driverless vehicle, how can the decision be made,
either way, to either veer into a crosswalk or into traffic? How does
the vehicle make that kind of split-second decision? It definitely
keeps me up at night.
WHAT BOOKS ARE YOU CURRENTLY READING?
I’m actually reading two – one called You are Driving Me Crazy –
written by June Bratcher, owner of Daisy Charters and a long-time
National Interstate partner. June was unable to make our last Calypso
captive advisory meeting, so she gave the book to her son, David
who informed me, “Mom sent you a present.” I was so excited! In the
book, June writes about how she started Daisy Charters and built it
to what it is today. I’m also reading A Spark of Light by Jodi Picoult
because I read anything and everything she writes.
WHAT WILL THE INSURANCE MARKET LOOK LIKE IN FIVE YEARS?
The insurance market changes every year, so I expect it to continue
evolving. The game changer for the future will be the use of technology
– telematics and data analytics will have the biggest impact on
insurance that we’ve ever seen. This technology will change how
we underwrite and therefore, will change the market as a whole. For
example, National Interstate is on the leading edge of using this kind
of technology and it’s already changing how we look at exposures.
That will continue, the more that the data becomes available through
increased customer use of automated event recorders and telematics,
providing us with the ability to be even more predictive.
8
9

TURNING
RISK
INTO
Reward
Ensuring safety at every site should be a top priority in the crane
and rigging industry.
Yet, even with the most sophisticated technologies and best riskmanagement
techniques, bad things can happen to good operations.
Crane operations are inherently risky, and managing risk properly is not
easy. Smart executives should take the time to properly understand the
many ways risk can be transferred, when risk should be retained and
how various risk-financing techniques affect a company’s cash flow
and bottom line.
Alternative Risk Transfer Programs
An alternative risk transfer (ART) program, also known as captive
insurance, is created specifically to insure only the risks of a single
company or a defined group of companies.
Once available only to very large firms, ART program participation has
grown and is now available to a wide variety of organizations. In these
programs, the participant pays a premium similar to a guaranteed-cost
policy, but a portion of that premium is designated to pay for expected
losses up to a certain limit.
If the participant has fewer losses than expected, part of the premium
may be returned, along with any investment income accrued.
Conversely, if losses are higher than expected, the participant will pay
additional premiums up to a specified maximum.
ART premiums are not determined by the whims of the insurance
market, but largely by the individual operator’s loss experience.
For better operators, the long-term cost of risk can be substantially
lower and more stable than if they had been insured with a more
traditional product. That’s a primary reason better operators continue
to migrate to this option.
Navigating this Field
However, an ART program isn’t for everyone.
To benefit, a participant must hold a longer-term vision, partner with
insurance companies and agents who are experts in alternative risk
products, and, above all, understand the product.
There are many myths and misconceptions about alternative risk, and
navigating this field of insurance requires unbiased, expert advice.
First, find an insurance agent who understands ART and has access to
it. Second, demand transparency from the agent and insurance carrier
about how premiums are spent, about the best and worst case claims
scenarios and about how premium and collateral are to be returned.
Finally, when exploring a group option, ask for data highlighting past
financial performance and speak with current members about their
experience.
Turning Risk into Competitive
Advantage
Speaking with hundreds of company executives over many years, I
have observed two distinct mentalities about insurance coverage.
Some buy insurance; others manage risk. There is a world of difference.
To illustrate, let’s consider two fictitious fleet companies: Randy’s
Crane and Dave’s Rigging. Both are experienced operations, but also
face a myriad of challenges trying to run a profitable company.
Randy likens insurance premiums to fuel costs. He may look for
the lowest price, but he basically views insurance as a commodity
beyond his control. He also believes accidents are more or less random
occurrences, a cost of doing business. As you’d expect, Randy’s annual
insurance renewal is one of the most stressful parts of his job.
Dave’s Rigging, in contrast, decided to control its risk. It took steps to
reduce accidents and workers’ compensation claims, such as using a
return to work program and pre-hire physical abilities testing, which
greatly improved its safety program and reduced the frequency of
workers’ compensation claims.
Dave also challenged his insurance broker to help him control losses
and fight claims more aggressively. The effort not only helped Dave’s
Rigging drive down its total cost of risk, but also turned that risk into
competitive advantage. The company is now positioned to thrive in
the future, while companies that leave risk management to chance
will continue to struggle.
Risk can be controlled to a greater degree than many imagine.
However, this requires a holistic approach to risk management,
including vision and support from senior management, a commitment
to reducing accidents before they happen and aggressively managing
losses that do occur.
Article originally seen in Crane Hotline magazine as Turning Risk into
Competitive Advantage
SHAWN LOS
VP, Specialty Transportation
10
11

It
UNDERWRITERS SPOTLIGHT:
Team
MEET A FEW MEMBERS OF OUR
has been said that the art of underwriting is akin to driving a bus by looking
only at the rearview mirror. Without a doubt, selecting and then pricing risks
correctly is no easy feat, but National Interstate is proud to employ many
talented underwriters who seem to have a knack for seeing around corners. In
this feature, we spotlight 10 of our underwriters who have more than 110 years of
underwriting experience combined. Read on as we pick their brains on creative
financing strategies, predictive modeling and much more.
AJ Pero
SENIOR UNDERWRITER
Years Underwriting: 2
How have you personally made National Interstate a more successful
underwriting company? In addition to my underwriting role, I try to add an analytical component to the group by creating various
performance reports relating to Alternative Risk Transfer (Captive) Performance, Monthly Loss Development and the Summarizing of Accident
Year Loss Experience by Coverage Line. These reports allow our Specialty Managers to analyze and act on trends in their product and make
more educated underwriting decisions moving forward.
What is it about the underwriter role that gives you job satisfaction? There are three main things that
contribute to my job satisfaction – responsibility for the bottom line, building relationships with internal and external partners and working
extremely hard on a competitive quote and getting the bid.
With the growth and impact of predictive modeling, why does underwriting still matter? Predictive
modeling is great, but there are two things the model can’t predict: an insured being lucky and lack of data. In the Specialty area, I see that
there is just not as much industry information as you can find in other business units, which equates to less credibility with the predictive
model for our insureds. Also, an account can be in the right venue and losses may look good on paper, but if you dive deep into their
processes, you can see they might lack sophistication, or the business culture lacks a focus on safety, which could lead to losses in the future.
Describe the most creative underwriting strategy you have used to win a deal. For our largest traditional
account in our specialized carrier product, we utilized a large basket deductible covering multiple coverage lines and partnered with our parent
company, Great American Insurance Group, on the Occupational Accident coverage for their IOOs.
What one department outside of underwriting is most critical to our success as an organization
and why? Far and away, it has to be Risk Management. They are the eyes and ears of the company, and they can provide honest,
unbiased insight into a risk that only an in-person visit, kicking the tires and meeting with an organization’s personnel can accomplish.
James Hannon
SENIOR UNDERWRITING MANAGER
Years Underwriting: 41
With the growth and impact of predictive modeling, why does underwriting
still matter? Predictive Analytics modeling is a tool for Underwriters’ use. The subtleties of understanding,
comparing and weighing data presented (including the PA information) with prior experience and innate underwriting
knowledge enhances the decision making process. The model alone cannot do that.
How have you personally made Vanliner Insurance Company a more successful
underwriting company? Guidance for my underwriting staff has hopefully provided them with better
insights into the nuances of the underwriting process, allowing them to make better decisions. Supporting their
decisions and encouraging their input should give them a greater sense of ownership of their books, acknowledging
their true value to the company.
What three characteristics are most influential in your decision process? First
and foremost, good management. Everything else falls from that. Good management will hire, train and retain good
drivers. It will also put those drivers in good equipment. The result of demonstrating these critical features will be
increased profitability from fewer claims.
How do you negotiate when working with your internal or external customers?
First...listen. Allow the other person to explain all the issues that need resolution. Then, ask questions to make sure
the REAL issues at hand are understood (get to the facts beyond the emotion). Next, offer a compromise and have a
willingness to negotiate to resolution.
Describe the most creative underwriting strategy you have used to win a deal.
By understanding the real needs of a very large prospective insured, we gathered a team of critical experts to assist
the agent with the sales presentation to the decision makers at the company. This included the claims manager, for
reassurance about how we would be handling the customer’s money with a large retention being proposed; the loss
control manager, who would outline the truly useful and value-added components of a risk management program;
and me (Underwriting Manager) to fill in any blank spots and expand on answers related to the agent’s presentation.
What is it about the underwriter role that gives you satisfaction on the job?
Being the gatekeeper for the company and having a real impact on its profitability and success is very satisfying.
Knowing that, by staying focused on the major issues, we can win the day.
What one department outside of underwriting is most critical to our success?
Claims. They are critical to our ultimate success because they need to be good stewards of our money and, at the
same time, be good ambassadors for us by being fair with good settlements that help solidify the customer’s thinking
that they made the right decision to purchase our product. Risk Management follows very closely for similar reasons.
12
13

April Colagiovanni
UNDERWRITING SUPERVISOR, TRUCK
Years Underwriting: 12
What is it about the underwriter role that gives you satisfaction on the job? Being
an underwriter allows me to utilize my decision-making skills and employ my sense of curiosity every day. I like to
analyze a risk, understand the potential exposures and find a resolution that will make sense for National Interstate
and the insured.
Describe the most creative underwriting strategy you have used to win a deal.
Creative underwriting strategies are important since we cannot always rely on price to sell a deal. We have used the
following strategies to help win an account: Amended pay plans to fit an insured’s budget (with approval of course!),
deductible options and facultative reinsurance including driver carve outs and buffer layers.
With the growth and impact of predictive modeling, why does underwriting
still matter? There is a science and an art to underwriting. We rely on the data and science provided in loss
rating and predictive variables, but we cannot overlook the art of a human underwriter. A predictive model cannot
interpret the character or safety culture of an operation like a person can.
A human underwriter is able to survey the character of a risk by crosschecking and validating information, speaking
with the potential insured, reviewing websites, reading loss control reports and being inquisitive. A human underwriter
is also keener to the conditions of the external market, allowing them to be more effective.
Having an even balance of art and science in underwriting will help us have an advantage over those who are moving
towards automating the underwriting process.
How do you negotiate or resolve conflicts when working with your internal or
external customers? Listen. Listen. Listen. Listen and understand what is being asked of you and this will
go a long way.
What one department outside of underwriting is most critical to our success
as an organization and why? Technology. Keeping up with the world around us and continuing to be
innovative will set National Interstate apart. Offering our customers a product that our competitors cannot will create
a more “sticky” sales situation.
What was the last book you read? I re-read the book Lean In by Sheryl Sandberg.
Mike Krainz
ASSISTANT PRODUCT MANAGER
Years Underwriting: 7
What gives you job satisfaction? I like winning. In insurance, I don’t think there’s a more exhilarating
feeling than working as a team to land a new account that we have a high degree of confidence will perform well.
How have you made National Interstate a successful underwriting company?
Personally, I pride myself on bringing a certain amount of grittiness to work on a day-to-day basis. Attributes like
effort, attitude and toughness are controllable and can be infectious. Adding humor once in a while helps, too! As
a division, we thrive in uncomfortable situations, finding creative solutions for outside-the-box, complicated risks.
Describe your biggest underwriting achievement. My greatest underwriting achievement
actually happened a few years ago on a prospect that we declined. Without naming the company, it looked like an
A+ account on paper: low frequency, no severity, exceptionally strong financials, good venue, etc. They had the most
comprehensive safety manual that I have ever seen. It was over 200 pages! We set up a pre-quote loss control visit,
and I was able to tag along. Within 30 seconds of meeting the “safety director”, I knew we would not be quoting
them. At one point, he actually had the gall to tell us that he drafted his safety manual only to impress insurance
companies and he doesn’t actually enforce it. That specific situation taught me that underwriting is a much broader
endeavor than merely analyzing data. It also gave me a greater sense of appreciation for what our Risk Management
team does on a day-to-day basis.
Why does underwriting still matter? Underwriting will always be an essential part of sustainable
profitability in insurance. There is no single computer program, equation or “magic elixir” that can manufacture a
profitable book with a high new business success rate. I believe there will always be a human, “artsy” element to
underwriting.
Who has been most influential on your underwriting career to help get you
where you are today? There are too many to list out. For the last three years, Scott Clough, Director of
National Accounts, has invested a ton of time showing me what it means to be an inward and outward-facing
professional. I am still learning!
What superpower do you wish you had to enhance your underwriting skills?
Ideally, I wish I could be the male version of Jean Grey. I would use telekinesis to move claimant vehicles out of our
insureds’ paths, preventing accidents. For good measure, I would use telepathy to influence our insureds to install
DriveCams in every vehicle. To top it off, I would be able to fly, which would save money on travel expenses, lowering
our expense ratio. I think I just established how much of a nerd I am.
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15

16
Jonathan Hicks
DIRECTOR, PASSENGER TRANSPORTATION
Years Underwriting: 13
What is it about the underwriter role that gives you satisfaction on the job? The
ability to clearly see how my actions influence our corporate results. While all roles at National Interstate have a
significant impact on the results, I particularly enjoy seeing how my decisions favorably impact our net income.
Describe the most creative underwriting strategy you have used to win a deal.
When I managed an agency captive, we ran into a phase where new business growth had become stagnant.
We learned from our agency partner that their business had an immediate cash flow need that was better met
by a competitor’s higher, up-front commission offering. While our agency compensation offering was superior in
total, it often took three to four years before all of it was realized. To combat this, we offered a different agency
compensation structure that provided higher up-front commission but took them out of the risk-tasking game. Not
only did we meet the needs of our business partner, we also increased sales and did so at higher margins than the
prior program structure.
How have you personally made National Interstate a more successful
underwriting company? By continuing to develop and empower our underwriting team. One of the
easiest traps for lesser experienced underwriters to find themselves in is the tendency to do all the analysis, point
out the pros and cons, but then wait for an authority figure to make the decision for them. The underwriter is by far
the most knowledgeable person on that account and should be the one making the decision.
What can the “young guns” learn most from the “grizzled veterans”? You are in
the business of taking calculated risk. If it hasn’t already happened, one of your customers will eventually have a
catastrophic loss. That doesn’t make you a poor underwriter. It shouldn’t cause you to underwrite “scared”, or lose
confidence in the underwriting process. It should help reinforce the fact that we need to approach each risk with a
healthy amount of caution.
Talk about a time that you made a mistake and what you learned from that
experience. Early in my career at National Interstate, I was obsessed with being right no matter the cost. This
alienated some coworkers and external business partners. A colleague helped me realize the cost of that fixation
after an important business meeting. While I would be lying if I said I don’t still revel in being right, I realize it should
never stand in the way of getting the job done.
How do you negotiate or resolve conflicts when working with your internal or
external customers? It has been my experience that treating people like you would like to be treated is a
game changer. This requires listening to the other person’s perspective and working to find common ground. Once
you’ve established common ground and shown respect, it’s much easier to get to the root of the conflict and find an
acceptable solution.
Brandi Fredeking
PRODUCT MANAGER
Years Underwriting: 5
What is it about the underwriter role that gives you satisfaction on the job? I enjoy
the way underwriting combines both quantitative and qualitative analysis. This forces me to become more rounded in my approaches, which
is a comfortable challenge.
How have you personally made Vanliner Insurance Company a more successful underwriting
company? I recently developed a quantitative system to determine which captive members should be on the “Watch List”. The watch
list consists of members who may need assistance or improvement in order to achieve better results and compliance with group mandates.
This system takes a variety of loss control and results-oriented measures into effect and allows us to be unbiased when developing this list
as each member is evaluated against the same metrics.
What can the “grizzled veteran” underwriter/manager learn most from the “young guns”? I think
the main thing the “grizzled veterans” can learn from the “young guns” is change management – whether it be technology, new policies or
new processes. The younger generations tend to adapt to change much easier.
What can the “young guns” learn most from the “grizzled veterans”? The “young guns” need to take
advantage of the “grizzled veteran’s” wealth of underwriting knowledge – especially their expertise on coverage forms and endorsements,
and how they translate to how/what claims are paid out. The “grizzled veterans” have years of experience in the industry performing the job
and should not be dismissed by the “young guns”.
What one department outside of underwriting is most critical to our success as an organization
and why? I feel that our Loss Control team provides an instrumental role in our success as an organization, as they are the ones helping
our insureds to improve their operations, which leads to improved results. This team also contributes by providing additional details about a
risk that may not have been included in the original application allowing for better underwriting.
Al Franko
UNDERWRITER
Years Underwriting: 4.5
What is the most innovative change you or someone in your department has
made to the underwriting process within the last year? One of the more innovative changes that two underwriters
made in our department over the past year was overhauling our pricing model, allowing us to be more responsive to our business development
and customer pricing requests. It has also enabled us to eliminate a number of repetitive manual calculations that we were previously doing
on every account. Because of this change, we are able to spend more time with our current customers on their renewals and with future
customers on new business submissions.
Who has been the most influential on your underwriting career to help get you where you are
today? There are a number of people who have had an influence on my underwriting career over the years. The first is a friend that I used
to volunteer with. He was the individual who initially introduced me to the insurance industry and helped guide me to my first underwriting
position with a Managing General Agency underwriting commercial umbrella insurance. In addition, the National Accounts team has been
a huge influence on career development. We are constantly challenging and pushing each other to develop our knowledge base and skills.
What gives you job satisfaction? There are many things at National Interstate that give me satisfaction on the job, but if I
had to pick one, it would be the people that I work with daily. Through them I’ve been able to learn different approaches to the underwriting
process and grow as an individual while becoming better at my job. Individuals both in my department and around the company also bring a
positive attitude to the job and approach problems as something to be overcome rather than permanent roadblocks.
How have you made National Interstate a successful underwriting company? Through my time here I’ve
been able to contribute to our success by working with the National Accounts team to help select accounts that contribute to our company
goals. Within our team we take more of a collaborative approach to the underwriting process and challenge each other.
What was the last book you read? Persepolis Rising by James S. A. Corey, which is a part of the Expanse series.
17

Corey Ricketts
UNDERWRITER
Years Underwriting: 3.5
What is it about the underwriter role that gives you satisfaction on the job? One
of the main tasks of an underwriter is to identify and analyze trends. I find it particularly satisfying when you can
identify the root cause driving a trend and in turn, make specific recommendations that can have a direct impact on
the trend itself.
An opportunity fits our underwriting appetite; what three characteristics are
most influential in your decision process? When reviewing an account during our team meetings,
the first few things my eyes go toward are the territory factor, claims reporting time and the driver profile. Loss history
is a huge factor as well, but the aforementioned characteristics are some of the main drivers of loss experience.
Claim reporting time and the sampling of MVR’s can be a huge indicator of how serious an insured takes safety and
in turn, how you can anticipate them to perform. The territory factor is important in the decision process due to the
direct relationship it has with claims costs.
How have you personally made National Interstate a more successful
underwriting company? During our account review meetings, I do my best to be an active participant
and provide feedback when appropriate. As a young underwriter, I find great value in getting feedback during these
meetings, and it is my hope that I am doing the same for those around me.
What do you do to continue to learn and develop as an underwriter outside
of your daily job? One of the most valuable lessons that I have learned in my time as an Underwriter is
that putting yourself in uncomfortable and challenging situations can only benefit you in the end. Taking on new
opportunities, whether it is a new position or an additional responsibility will further your growth and allow you to
be better equipped when the next challenge comes along.
What one department outside of underwriting is most critical to our success as
an organization and why? While all departments play a vital role in the success of the organization, the
Risk Management department is critical because they are, in most cases, the face of the company and our eyes on
the ground. In the field, they are critical in determining if an insured is a cultural and safety fit for National Interstate.
In most cases, underwriting only has a paper submission to go off when evaluating a risk, which does not always
tell the full story.
Michael Winchell
DIRECTOR, SPECIALTY TRANSPORTATION
Years Underwriting: 13
Describe the most creative underwriting strategy you have used to win a deal.
Rather than focusing on a single deal, I think it’s the way we’ve adapted to the rapidly changing landscape in the towing industry that’s
been successful. Traditional tow was losing money. Rather than exiting the space entirely, we identified the large fleet, lower utilization,
heavy-duty, recovery-focused segment as one where we thought we could differentiate ourselves with service, claims, risk management and
unique structures like liability deductibles and alternative risk, or “captives”. Deductibles have been an effective and attractive option in the
marketplace, and we launched the first group captive, TowCap Premier, designed specifically for the industry. We feel we’re writing the types
of risks that make sense, and National Interstate is now being viewed as the market of choice for best-in-class heavy-duty towers.
Who has been most influential on your underwriting career and how did they have impact?
Shawn Los, VP, Specialty Transportation, has had the biggest influence on me from an underwriting perspective. Shawn is a notoriously
conservative underwriter, but over the years I’ve appreciated his willingness to get aggressive on the right accounts. I’ve tried, hopefully with
some success, to model that approach. There are opportunities out there where the price and/or terms may make you uneasy, but you know
that account will make your book better AND encourage more quality opportunities to come in the door – either because the customer is
connected or the agent has a quality book.
What can the “grizzled veteran” underwriter/manager learn most from the “young guns”?
Anytime a new underwriter starts, it’s a good time to evaluate the “why” in your underwriting guidelines, processes, etc. If you can’t answer
why you do something, or if the answer is “because we’ve always done it that way” then it’s probably time to re-evaluate things because
you’re likely to get the question and you’ll need to have an explanation.
What is it about the underwriter role that gives you satisfaction on the job? Underwriting sits at the core
of our business practices. Underwriting challenges you to take a collection of subjective and objective information and distill it into a strategy.
Michael Wilson
DIRECTOR, UNDERWRITING & ANALYTICS, TRUCK
Years Underwriting: 12
What is it about the underwriter role that gives you satisfaction on the job? I enjoy
the challenge of selecting the right accounts for the right price in an industry that has gone through some significant changes over the last
10 years. There is always something new to learn, and I try to keep improving every day.
What do you do to continue to learn and develop as an underwriter outside of your daily job? I
think it’s important to follow trends and innovations that not only impact our industry, but other industries as well. There are always lessons
to learn and innovations that can be implemented in our business that come from outside the insurance world.
Describe the most creative underwriting strategy you have used to win a deal. Our department has
always done a great job of not turning away unique or difficult-to-understand accounts, and we have embraced finding solutions for these
risks. We have used different options like deductibles and reinsurance. We always try to provide as much information as possible in order to
educate the insured as to why the option we chose is the right one for them.
What can the “grizzled veteran” underwriter/manager learn most from the “young guns”? I
don’t know if I can be considered a “grizzled veteran” yet, but I think it’s important to listen to anyone that is new to the industry or your
department. A new set of eyes allows someone to question and challenge long standing practices that may not be the best or most efficient
way of doing something. Some of the best innovations in our pricing model have come from our newer underwriters who challenged the
standard and thought of a better way.
What superpower do you wish you had to enhance your underwriting skills? Teleportation
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19

Proactive
Purpose
The Reptile Theory and
How to Help Prevent it
with a
When it comes to handling claims in
the modern world, do facts still matter?
Of course, they do. However, when it comes
to claims involving the Reptile Theory, a jury’s
reliance on the basic facts of the accident begin to
diminish. Should these basic facts, like who had the green light,
who made the left turn and who received a citation not be the only
factors considered when it comes to determining fault and returning
a verdict? The Reptile Theory seeks to render all of these basic facts
irrelevant and instead appeal to the jury’s primitive, “Reptilian Brain”.
In the 1960s, Paul MacLean, an American neuroscientist, created
the “Triune Brain” model, which divided the human brain into three
regions and organized into a hierarchy. The three regions are the
Reptilian Brain (Primal), the Paleomammalian (Emotional) Brain
and the Neomammalian (Rational) Brain. 1 Now, the human brain is
obviously a complex organ and dividing it into three regions may
be overly simplistic. That said, when it comes to the Reptile Theory,
awakening the Reptilian Brain in the jury can lead to potential serious
consequences for the defense.
The Reptilian Brain is responsible for our primitive survival instincts.
When that survival is threatened, the Reptilian Brain takes over and
can overpower logic and reason. Plaintiff attorneys may seek to
awaken these primitive instincts by attempting to show that the motor
carrier or their driver is a danger to the jury, their families and the
community. They further attempt to convince the jury that they are the
only ones with the power to eliminate this danger and should do so by
awarding excessive monetary damages.
The formula is a simple one: Safety Rule + Danger = Reptile. The
concept of the “Safety Rule” is paramount to the Reptile Theory. A
plaintiff attorney will point out the safety rule to the jury, get the
defendant to agree with that rule, and then demonstrate to the jury
that the defendant broke the rule, thereby needlessly putting the entire
community at risk. The semantics of Reptile Theory are also important.
For instance, according to Reptile Theory, it would be improper to say,
“The truck driver ran the red light”, but rather “The trucker violated the
➼
public safety-rule to watch where he was
going and obey traffic signals”.
These rules also come from a variety of credible
sources. Some of the most common are:
Driver/employee manuals
➼ Company policies and procedures
➼ Training materials
➼ Federal Motor Carrier Safety Regulations (FCMSRs)
➼ Truck driver school books
➼ Defensive driver courses
➼ Preventable accident manuals
As an easy example, let us focus on the Federal Motor Carrier Safety
Regulations. Specifically, §382.303, Post-Accident Testing. If it was
required that the driver submit to post accident drug and alcohol testing
and failed, the plaintiff attorney has a clear path to establishing the
Reptile Theory. The claim becomes less about what actually occurred
or who was at fault and more about the company’s hiring practices
and the unnecessary danger they created by placing an unsafe driver
on the road.
After establishing the rules, the next step would be getting the
defendant to agree with the rule. This is generally accomplished
through the deposition of the driver or safety director. The following
demonstrates a typical line of questioning in a driver’s deposition:
Q. You would agree with me that if you followed at such a speed
or at such a short distance that you couldn’t stop your vehicle, then
that would be disregarding the safety of other people on the roadway;
wouldn’t it?
Q. You should never, as a commercial driver, needlessly endanger other
members of the public that are using the roadway with you; right?
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21

Q. And if you did and you hurt someone, you would be
responsible; correct?
hard to enforce consistently, and failure to consistently enforce your
policies is an open invitation for scrutiny by a claimant’s attorney.
This pattern of questioning demonstrates the reptilian tactics of the
plaintiff’s attorney. Once the driver agrees to one of these questions,
the attorney will then attempt to influence the jury to believe that their
responsibility is larger than the case at hand. This is about making
the community a safer place and the jury must do something about it.
WHAT STEPS CAN WE TAKE TO PREVENT
THE REPTILE?
As discussed above, the claimant attorney’s main objective here is to
enhance the value of a case, sometimes exponentially, by appealing
to the simplest and oldest area of the human brain. While often
involving complex issues and technicalities, the strategy is really quite
simple. A claimant attorney using the reptile approach is trying to: 1)
frame the case in such a way that helps jurors make their decision;
2) present what the jurors can agree are fair rules of conduct; 3)
present a violation as one that needlessly endangers the public; and 4)
give the jurors a reason to care. When deployment of this strategy is
successful, it can be hard for defendants to overcome the effects even
when the relevant facts and logic are on their side. In this case, the
best defense is a good offense. There are several ways that you can
help stop the reptile in its tracks before an accident occurs.
EDUCATE PERSONNEL
Educate all drivers, safety personnel and operations managers on
the importance of understanding basic safety regulations such as
federal and state regulations, CDL manuals, truck driver
school books, defensive driver courses and company
policies and procedures. Develop and stick to a plan
for ongoing training to keep up with new regulations,
new avenues for exposure and new technology.
Practice what to do in an accident, and do it often.
Pro tip: the National Interstate Risk Management
team is a great resource.
DON’T CREATE STANDARDS YOU
CAN’T ENFORCE
You should establish company policies and
procedures that are clear, concise and consistent.
Examine those policies closely and regularly. Do your
policies contain higher standards than those required
by law? If so, consider whether those policies are
essential. Unnecessarily stringent policies may be
PROACTIVELY ENFORCE YOUR POLICIES
Don’t wait until an accident occurs to question whether polices have
been followed. You should have a system in place to help ensure the
investment you have made in education and training is paying off.
How often are you looking at driver logs? How often are you reviewing
AER or GPS data? Are you taking corrective action when violations
are discovered? Identifying and addressing issues before they become
issues will make you safer on the road and better equipped to defend
a claim when an accident occurs.
TIMELY REPORTING – HELP US HELP YOU!
Unfortunately, accidents are never convenient. They can occur at odd
hours and in unfamiliar places. Don’t wait for Monday morning. Contact
your insurance carrier immediately. National Interstate has a 24-hour
response hotline available. CALL IT! The number is 800-929-0870.
Claims don’t typically get better over time, and even claims involving
favorable liability scenarios can develop adversely overnight. Our
catastrophic “CAT” loss handling process identifies claims that require
immediate escalation, and ensures they are handled immediately by
our most senior claim professionals.
A CAT loss is typically a claim involving a fatality, pedestrian or
motorcycle accidents, serious injury, substantial cargo damage, fire,
a multi-vehicle accident, substantial property damage or a fuel spill.
When a CAT loss is identified, the handling adjuster will act quickly to
assess the situation and determine an appropriate response.
This often includes retaining local defense counsel. The reasons to
retain defense counsel are numerous and include:
➼➼
Securing the best independent adjusters and accident
reconstruction experts
➼➼
Getting “boots to the ground” quickly
➼➼
Serving as a conduit between the insured driver and the
investigating agency
➼➼
Ensuring compliance with post-accident testing
➼➼
Identifying witnesses
➼➼
Preserving evidence
➼➼
Obtaining relevant information weeks or sometimes even months
before an official report is released.
Most importantly, having defense counsel involved early also maintains
the legal privilege of the investigation and provides easy access to
invaluable guidance and advice in those vital early stages of the claim.
Our 24-Hour Reporting Hotline - 800-929-0870.
WHY IS IT IMPORTANT TO BE PROACTIVE?
As noted above, being proactive with safety and risk management
can be a huge investment of time and resources. Being proactive in
accident investigation can also involve significant time and expense.
We understand this can sometimes be frustrating when you are
focused on your business. While the aim is to prevent a claimant’s
attorney from even having the opportunity to use the reptile theory, it
is equally important to recognize even the slightest potential early in
an accident investigation, even in cases where your driver does not
appear to be at fault or the other party may not be seriously injured.
Recently, a jury in a neutral
Texas venue awarded
a claimant with a neck
and back injury more
than $101 million dollars in
a lawsuit against a
trucking company. Liability
was not disputed, and
the claimant sought chiropractic treatment and underwent
one surgery. His total medical expenses were no more than $250,000.
So, what happened? The insured driver had a poor driving record
(three moving violations within three months of hire and was on
company probation for three other accidents while employed by the
trucking company). He also tested positive for both marijuana and
methamphetamines. 2 This information was used by the claimant’s
attorney in a reptile fashion to inflate the award.
The scary thing is that this verdict is no longer an outlier. In some
venues, large verdicts like this are a regular occurrence. Obviously, if
this driver was not on the road in the first place, this accident would
not have occurred. Would your policies with respect to accidents and
drug testing have worked here? Hopefully yes, but even the most
proactive policies and enforcement strategy don’t always work. When
faced with adverse facts, it is important to recognize them early so
that we can properly evaluate the potential exposure and position the
claim for resolution as soon as possible - ideally before the adverse
facts have to be disclosed to the other party.
CHARLES WENDLAND
Director of Claims
MELANIE IRVIN
Claim Attorney
1
“The Triune Brain in Evolution: Role in Paleocerebral Functions” – Paul D. MacLean, National Institute of Mental Health, Bethesda,
Maryland
22
2
https://www.news-journal.com/news/local/avinger-man-awarded-million-verdict-from-fort-worth-trucking-company/article_6d3af616-
8c3e-11e8-8835-cb8c102ab13e.html
23

A Path Back to Work
KIMBERLY WICKERT
MRC, CRC, Director, Return to Works Programs, York
In 2016, Employers paid out more than $96 billion in workers’
compensation costs. 1 While these figures are staggering, the National
Safety Council estimates adding in uninsured costs, administrative
expenses and loss of productivity may also add to the medical
and benefit costs, and may not reflect the real costs to employers,
individuals and society as a whole. Employer organizations are
not only searching for ways to continue to minimize their workers’
compensation claims, but to also decrease the indemnity associated
with lost time days when an employee is off work following an injury.
The goal of return to work (RTW) programs has long been getting
employees back to work following a work-related injury. According to
Kimberly Wickert, Director, Return to Work Programs at York, proactive
organizations not only look at return to work in their risk management,
but they focus on Remain at Work to avoid lost-time days when an
employee is injured on the job. Developing remain-at-work and returnto-work
programs for industries like transportation and trucking, where
injuries often stem from the heavy physical requirements of the job,
have historically been challenging due to the lack of modified or
transitional duty jobs offering lighter physical effort.
York has partnered with trucking companies to identify transitional duty
tasks at terminals that employees who drive trucks can perform while
they are on restricted duty following an injury. It may be challenging
to identify several job titles an individual can perform. However, it is
feasible to identify multiple sedentary or light work tasks at a terminal
that can be combined to create a full-time job an injured employee can
perform while working under physical capabilities that are restricted in
nature from their position of injury.
While the on-site transitional duty jobs are the first option for
employers, other alternatives to return employees to work quickly and
safely are needed. Over 18 years ago, York developed a way around this
obstacle by identifying an innovative alternative when an employee
is unable to work within their physician-documented restrictions in
a light or modified duty position at the employer worksite. In these
circumstances, York partners with non-profit organizations to design a
program where employees can work as a volunteer while recovering
until they can transition back to their original job. York has relationships
with thousands of non-profit organizations across the country and
continues to develop sites based on each individual employee’s needs
in this modified duty work program.
While York provides traditional rehabilitation and wellness services,
its Modified Duty Offsite (MDOS) program allows employers another
option to offer employees to avoid them sitting at home and becoming
socially isolated and physically deconditioned while they are on
restricted duty. York prides itself on matching the injured employees’
current skills with the non-profit’s needs. “Non-profits are always
looking for volunteers and we help them avoid the recruiting and initial
screening process,” says Wickert. Employees volunteering at the nonprofit
as part of the MDOS program are expected to follow not only
their company’s workplace policies with respect to dress, time cards
and breaks, but also those of the non-profit.
York “vets” the non-profit organization through a multi-level screening
process by completing a job analysis of the identified non-profit job.
The job analysis will show the physical demands are within the
physician prescribed restrictions. A case manager will attend the
initial meeting with the injured employee and non-profit supervisor to
observe the actual job and assess the overall safety of the non-profit
organization. York can have the case manager continue to remain on
to oversee the program in its entirety or National Interstate and the
insured employer can take over supervision for the remainder of the
program. “We encourage employers to run the program for up to 90
days or 120 days at most,” says Wickert. “If a longer timeframe is
needed, we can extend on a case by case basis but will begin to
question if the restrictions are temporary.”
While recovering workers serve in a volunteer capacity, they are paid
their wages by their employer. The employer also assumes liability
if the recovering worker is reinjured but based on York’s process of
documentation and vetting the non-profit, this has not been a barrier
to the success of the MDOS program. With current unemployment
rates so low, employers are challenged to find experienced workers
and this program allows National Interstate’s insured employers to
retain those individuals and avoid turnover associated with workrelated
injuries. The fact that the employer has identified alternative
ways to accommodate the employee’s restrictions conveys an added
level of commitment that may help motivate the employee during their
recovery.
While employers see dollar savings by keeping or returning employees
to work quickly following a work-related injury, the MDOS program
also has intangible benefits in its service as a community outreach for
many employers who have incorporated the program into their social
responsibility goals. Often, employees continue to volunteer at the nonprofit
following their return to work at their employer site as they have
seen the value in helping others in their local communities. Wickert
recommends employers add this program to their benefit package
information during the onboarding process, as well as annually during
benefits enrollment to create the culture of this program as a benefit
to help the employee return to work in the unfortunate event of an
injury. This also enhances the “work culture” of the organization and
lets everyone know the company invests in its employees and their
return to work.
Source:
1
According to the National Academy of Social Insurance
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25

a
True
Partnership
National Interstate and Akron Children’s Hospital
Akron Marathon Race Series
SANDRA RITLEY
Human Resources Supervisor
What started five years ago as an opportunity to expand our
employer brand presence within the Northeast Ohio community has
since developed into an employee engagement, total wellness and
community partnership staple.
National Interstate began its partnership with the Akron Children’s
Hospital Akron Marathon in 2014 as a Bronze Sponsor of its race
series, allowing our company to experience a first-time connection
to this local event. It didn’t take long for us to understand the
value, energy and fun the series brought to the community and our
employees. It also provided a venue for our team to volunteer two
times during the summer months right in their own backyards.
In 2016, we increased our commitment, becoming the title sponsor
of the 8k and 1-mile race series and Corporate Cup Challenge
participant. Corporate Cup companies compete against each other
to receive the title of Corporate Cup Champion. Points are given to
participating companies based on the number of employees who
run or volunteer, philanthropic fundraising for local charities and top
race finishers. We are proud to say that in our first year participating,
National Interstate won the Corporate Cup!
The Akron Marathon race series offers 8k, 10k, 1-mile, half marathon,
marathon and team relay opportunities. To promote physical and
mental wellness, National Interstate employees can run in any of the
races courtesy of the company. Additionally, to promote team and
community involvement, National Interstate hosts fluid stations at
both the 8k/1-mile and FirstEnergy Akron Marathon, Half Marathon
and Team Relay to keep runners hydrated and motivated along
the way. In addition to fluid stations at the 8k and 1-mile race,
the NATMobile, our branded company car, serves as the race pace
car. We are proud to share that each year National Interstate has
roughly 150 employees and family members participate as a runner
or volunteer throughout the series.
Leading up to the 8k/1-mile and Marathon, National Interstate
hosts a spirt week that includes themed apparel days and raffles.
Employees may donate to participate in the theme days and purchase
raffle tickets for exciting prizes with money raised benefiting Akron
Children’s Hospital.
National Interstate is dedicated to the local community and proudly
supports the Akron Children’s Hospital Akron Marathon race series.
The community relationships built and employee engagement have
been invaluable, and we look forward to the continued partnership
in 2019 and beyond.
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27

YOUR
BEST PARTNER
ON
YOUR WORST DAY
CATASTROPHIC CLAIMS
Must be reported by telephone.
A CAT loss is typically a claim involving:
➼ A fatality
➼ Pedestrian or motorcycle accident
➼ Serious injury
➼ Substantial cargo and/or property damage
➼ Fire
➼ Fuel spill
The minutes immediately following a
catastrophic loss are crucial. As specialists
in commercial transportation insurance,
National Interstate claim professionals are
available around the clock, 24-hours a day,
7 days a week to assist you in your time
of greatest need.
In the event you suffer a catastrophic loss,
please call 800-929-0870. Catastrophic
claims must be reported via telephone
and will be handled by our rapid response
team. Don’t wait until tomorrow to report
your claim; let us help you today.
Call 800-929-0870 24/7 to report.