Insurance
Damages evaluation Training
I believe that effective training—especially on complex topics—requires a delicate balance between depth and cognitive load. By focusing on scaffolding, scenario-based learning, and just-in-time support, I empower learners to build confidence while maintaining business efficiency. Navigating challenging stakeholder relationships is just part of the job, and I thrive on transforming competing interests into aligned, learner-focused outcomes.
The Challenge:
An insurance company recognized the need to retrain all claim handlers on the process of evaluating damages for insurance claims—a critical, high-risk task requiring consistent accuracy across thousands of claims. The existing training was outdated, fragmented, and lacked modern learning design. Complicating matters were tight timelines and a large, diverse group of stakeholders—including executives and legal teams—each with different, and sometimes conflicting, priorities.
My Role:
As the lead instructional designer and project manager, I was responsible for overseeing the entire training curriculum, from needs analysis through delivery and ongoing support. This included content development, stakeholder management, design of interactive e-learning, job aids, and facilitation resources.
The Approach:
I applied a learner-centered design process rooted in the ADDIE framework...
Analysis: Partnered with subject matter experts, legal teams, and frontline claim handlers to identify key pain points, knowledge gaps, and critical business objectives.
Design: Created a project plan and course outline to structure the curriculum logically, focusing on essential concepts and prioritizing just-in-time learning to avoid overloading learners with unnecessary information.
Development: Crafted engaging e-learning modules using a suite of programs like Articulate Rise 360, PowerPoint, and InDesign to feature real-life scenarios, interactive decision-making activities, and knowledge checks that reinforced learning rather than just “click next” screens.
Implementation: Launched materials as they were completed to a small focus group to test and iterate on the program. This agile, rather than waterfall, approach allowed for more flexible changes and reduced rework. Worked with stakeholders on change management messaging, rollout of train-the-trainer sessions, and in-office live trainings for claim handlers across the country.
Evaluation: After full program launch, scheduled 30-60-90-day check-ins to discuss functionality and feedback. After six months, leveraged a focus group to provide their feedback via formal surveys which showed a substantial increase in confidence in assessing damages.
The Solution:
While the proprietary nature of this training prevents sharing content directly, key features included:
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A suite of interactive e-learning modules designed to reflect real-world scenarios and decisions claim professionals face every day.
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A laminated, desk-side reference guide that provides quick access to key concepts and workflows.
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A train-the-trainer program featuring facilitator and learner guides to support successful rollouts and ensure consistency across regions and timezones.
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Ongoing calibration sessions and small-group activities that promote social learning, shared understanding, and knowledge application in the moment.
The Impact:
The program was delivered on time despite a compressed timeline and was well-received by learners and stakeholders alike. Post-rollout analysis revealed that claims adjusters reported increased confidence in their ability to evaluate damages consistently, while managers praised the practical, scenario-based approach that made the training relevant and memorable. Stakeholder relationships also improved, demonstrating the value of collaborative, learner-centered design.