Summary

Objective*:  To help organizations win over the long-term. 

Bernard Rosauer is the President of Rosauer Consulting, LLC.  He is a former insurance executive with 23 years cross functional operational experience at three 'Ward Top 50' carriers.  He researched drivers of long-term profitable growth for 6 years and formed insurance consulting practice to help companies improve operational performance and the customer experience.

Present and past responsibilities include: 

+ Owner: Rosauer Consulting, LLC   Insurance Customer Experience Improvement Practice

+ Loyalty Executive Lead Satmetrix, The Net Promoter Company

+ Claims Director/Senior Leader: Ameriprise Financial: Provided strategic direction of national claim efforts.

+ Director Policyholder Retention:  SECURA Mutual, independent agency writer.

+ Claims Manager at Allstate Insurance: A top 5 US insurance carrier, captive and independent agency agency writer. 

Specialties:   "Turning Customers into Promoters" for frontline employees

                        "Lean Thinking Workshops" for frontline, mid-level and sr. management

                        "Maximizing Employee Engagement" for leaders

Experienced in Property Casualty (Commercial and Personal), Life, Group Life/Health. 

Special expertise in building company-wide customer experience, retention and organic-growth strategies using NetPromoter Score (NPS), employee engagement and Lean operational improvement strategies.

“Bernie was engaged for a year long project on Net Promoter, Employee Engagement and LEAN methods. He was able to educate our company effectively and help us get alignment and forward progress on these important change initiatives which continue to evolve due to the good foundation Bernie helped to lay.”    Top qualities: Great Results, Personable, Expert

CEO  West Coast Based Mutual Insurance Company

Special skill at presenting to audiences of all types and sizes.  Multiple presentations at National Underwriter Conferences, Independent Agency Conferences, NAMIC Conferences, Enservio Innovation in Insurance and ClaimForce software user group.  Published author: NAMIC's IN Magazine, National Underwriter, Claims Magazine

*Bernard is open to both short-term and long-term consulting requests.  Permanent roles also taken into consideration. 

Work History

Work History
Jan 2009 - present

President

Rosauer Consulting, LLC

Developed methodology for transforming insurance companies for long-term profitabilty.  A 3 hour executive session called " Transforming Your Company by Converting Passive Customers into Promoters" is available for a fee.  Call 920.720.9878 to schedule an appointment.

The Methodology is leadership-based and involves the development and integration of :

1.  Measuring customer's willingness to recommend your company and using the results to supplement employee education about the power of promoters ( economic, job satisfaction, employee engagement).  The measurement is called Net Promoter Score and was developed by Bain & Company, Fred Reichheld and Satmetrix.  See www.theultimatequestion.com for details.

2. 'Lean Thinking' for abandoning waste and  increasing value for customers for insurance services.  Lean has been very well received by claims, finance, underwriting and services at several successful insurance organizations.  This is a non-tech way of aligning your processes and culture with customer needs.

3. Employee engagement learning for leaders based on the work of Gallup and Sirota Surveys' LLC.

Aug 2004 - Jan 2009

Director of Claims Operations

Ameriprise Auto & Home

Senior leader at Ameriprise Auto & Home which is part of a Fortune 500 financial services organization and is one of the fastest growing insurer's in America.  It is a "Ward Top 50" direct-writer with exceptional results fueled by relationships with several national affinity partners.  The focus at Ameriprise is on viewing the customer experience holistically and working interdepartmentally to ensure customer retention and loyalty. 

Claim Responsibilities at Ameriprise:

  • 125 direct and indirect reports.
  • Strategic planning and direction of national litigation strategy (38 states)
  • Strategic planning and direction of national casualty/BI claim strategy (38 states).
  • Direction of PIP claim handling strategy and medical management oversite.
  • Led national subrogation efforts.
  • Led national homeowner claim efforts. 
  • Led companywide customer retention improvement efforts.

Results:

  • Customer satisfaction efforts resulted in a 60% decline in service and DOI complaints over 3 year span.
  • Bodily injury reserve strengthening program resulted in a $10mil. IBNR reduction.
  • Subrogation results improved 2.5% points to (5.8% to 8.2%) $42,000,000 in three years.
  • Revamped claim metrics to improve employee satisfaction, customer satisfaction and bottomline results.
  • 66.14% medical reduction in PIP, Med Payments. 
  • Highest employee satisfaction survey results in entire company. 

Developed company-wide training for leaders blending NetPromoter Score, employee engagement and Lean process improvement , all for a better customer experience, increased retention and rate of organic growth.   

 “Bernie is a very creative and broad thinker. I watched him implement several wide-ranging initiatives at Ameriprise, including Lean and a multi-dimensional loyalty program. I'd highly recommend him.” January 21, 2009

Jon McNeill , CEO , Enservio

Aug 1996 - Aug 2004

Director of Policyholder Retention, Claims Director, et al.

SECURA Mutual Insurance

SECURA Mutual Insurance Company is a 100+ year old regional mutual company that is also a a "Ward Top 50" carrier and is deeply rooted in the independent agency distribution/sales system.  SECURA is a $350mil. carrier that writes commercial lines, personal lines, and farm lines in 9 states throughout the upper midwest:  IL, IA, MO, WI, MI, MN, SD, ND, IN

Various positions:  Director of Policyholder Retention, Claims Director, Claims System Project Manager, Claims Manager and Claims Branch Manager.

Claim Responsibilities at SECURA Mutual:

  •  Worked cross functionally to help company understand and improve policyholder retention.
  • Developed and introduced company to www.keepingcustomers.com to help company and agency system measure and act on feedback from policyholders.
  • Developed and directed claim audit program all states, all lines including WC and farm.
  • Developed and directed claim training program for all states all lines.
  • Helped guide claim operation through significant transition. 
  • Sr. Project Manager for claim system build.
  • Directed/managed bodily injury, PIP, WC, Auto, Property claim handling efforts for WI, MN, IL, IA, ND, SD 
  • Directed/managed claim efforts for all lines of business (Commercial, Farm, Personal Auto, Home)
  • Developed CAT handling triage for southern branch offices.
  • Led claim system build with IT.
  • Conductied WC, Litigation, GL, Auto BI special audits.
  • Led companywide subrogation efforts.
  • Helped guide claim operation through significant transition. 
Nov 1987 - Aug 1996

Marketing Claim Representative and Field Claim Leader

Allstate Commercial aka Northbrook Property and Casualty

Northbrook Property and Casualty was a $700mil division of the Allstate Insurance Company that wrote business strictly through independent agencies.  More complex commercial business was the focus at Northbrook - contractors, printers, school districts, manufacturing, national retailing, etc.  While at Northbrook I was chosen to head the building of a branch claims operation in Brookfield, Wisconsin where we handled claims for the company's second most profitable branch in the US. 

Joined underwriting and loss control on visits with many agencies and special accounts.  Developed high degree of technical expertise and an understanding of the independent agency distribution model.  Owned relationship between headquarters (Barrington, IL and WI claim operation). 

Lines managed:  WC, Auto, GL

Education

Education

Other Education

Over a period of six years, self taught the Toyota Production System and reviewed entire Deming quality improvement library and applied learning to insurance operations.  Also researched and gained a very deep understanding of the drivers of customer loyalty as it pertains to claims as well as the wider insurance organization.  This entire effort was due to an interest in helping insurers achieve long term profitable growth. 

University of Wisconsin - Madison

Executive Education Courses include:

  • Leadership Beyond Management
  • Finance for Non Financial Executives
  • Understanding Project Management 
1983 - 1987

Bachelor of Arts

North Park College

North Park College and Theological Seminary is a small liberal arts college located on the north side of Chicago.  Major:  Business Administration.