This article was created in partnership with Unica.
Claims management demands a rare mix of skills – balancing client expectations, adapting to new technology and navigating ever-changing regulations. It’s a fast-paced sector that can be incredibly rewarding for those who thrive under pressure.
For Jasmine Paino, Assistant Director of Auto and Property Claims at Unica Insurance, it’s a world she’s been a part of for the past 20 years, 10 of which she’s already spent at Unica. Speaking to Insurance Business, Paino explained that the key to building a successful claims team revolves around maintaining a strong culture and identifying individuals who’ll thrive in this specific kind of environment.
This culture shapes every interaction with clients and brokers partners. When a client is forced to leave their home because of water damage, speed matters – but so do empathy, clarity, and follow-through. For Unica’s broker partners, that means working with claims professionals who are not only technically sound but also deeply attuned to the needs of their clients. That’s the kind of experience Jasmine Paino and her team strive to deliver every day.
“We look for experience on resumes of course, but interpersonal skills and transferable skills are really our jam,” says Paino. “When a candidate brings those qualities, especially from other industries – it sets them apart. That kind of foundation gives them a head start, and with a Technical Specialist on each Claims team, we ensure the expertise side is developed as well.”
As Paino told IB, they operate in a heavily regulated industry, so claims roles between organizations can feel pretty similar on paper.
“That’s why culture matters so much, and why we talk about culture right from the interview,” says Paino. “When candidates visit the office, we give them a tour so they can experience our culture firsthand – see how we collaborate, communicate, and support each other. During onboarding, we reinforce those values and connect their role to the bigger picture: how Claims upholds the core promise of our organization – to protect the momentum of our broker partners’ clients. That connection creates a sense of accountability and shows each employee how essential they are to delivering on that promise.”
To keep culture strong and teams connected in Unica’s hybrid model, Paino leverages a mix of smart technology and intentional human connection.
“We use tools like Genesys Cloud to coach adjusters in real time and optimize the claims experience for insureds,” she explains. “And we use an employee engagement platform to keep a steady pulse on team sentiment – so we can proactively respond to feedback, support well-being, and strengthen retention.”
Beyond systems, Unica fosters connection through daily huddles for collaborative problem-solving and knowledge sharing – because every claim, no matter how simple or complex, is a learning opportunity. Regular organization-wide town halls keep the entire company plugged into claims trends, volumes, and performance, reinforcing transparency and shared accountability. “We’re big on phone calls and real conversations,” adds Paino. “We want feedback to be continuous, approachable, and clear.”
Customer feedback in claims is essential, and one of the most important tools for that in Unica’s arsenal is Net Promoter Score (NPS).
“It gives leaders like me a closer look at what policyholders are saying following a claims experience with Unica. Claimants are asked to provide a score from 0 to 10 regarding their experience. We send these surveys to 99% of our claimants, including denials – we want to hear about their experience, not just the outcome.
“We review every NPS survey and select a few each week to follow up directly,” says Paino. “Comments are shared with management, and the entire organization is tuned into the importance of NPS. When we spot trends, the claims team meets biweekly to address them collaboratively. We also work closely with our broker partners to share insights from claims trends and feedback, helping them stay informed and better support their clients. These insights give us clear, actionable ways to improve the claims experience—because we’re all aligned and acting as one team.”
“Engagement starts with clarity of purpose,” added Paino. “Knowing your work matters is one thing – seeing how it connects to company success is another,” says Paino. “Our NPS score is team-based, so one person’s performance can influence the entire rating, for better or worse. That’s why we’re so proactive about supporting each other. When one of us succeeds, we all do.”
This commitment to both customer and employee satisfaction sets Unica apart from the crowd – and it’s a powerful draw for top-tier candidates in today’s competitive job market.
“I’ve hired people fresh out of school and others with decades of experience,” says Paino. “And honestly, no matter where they’re at in their careers, everyone’s looking for the same thing – balance. That’s why our hybrid model works so well. It’s not just about flexibility, it’s about trust. We’re people protecting people, and that shows in how we work, how we listen, and how we support each other.”
Unica backs this up with a generous compensation package including a defined benefit pension, extra vacation time, and flexible sick days – designed to reduce the anxiety around taking time off when it’s needed. All of this is communicated clearly during the interview stage.
“We value experience and talent, and in return, we offer an environment where people can grow and enjoy their work,” Paino says. “And that’s what top-tier candidates are looking for -impact, professional development, growth, and recognition. At Unica, we deliver all four.”
This onus on a supportive and collaborative culture is something that trickles down from leadership at Unica and permeates every corner of the business.
“We’re big believers in continued education,” says Paino. “At Unica, we invest in development, cross-learning, and career progression because we know that growth fuels engagement. We encourage our adjusters to pursue restoration certifications to deepen their technical expertise. Internally, we’ve built a structured training program called the School of Insurance, where subject matter experts from across Unica share insights that directly shape how our team approaches claims. Whether it’s understanding policy nuances or learning from real case scenarios, it’s all about giving our team the tools to grow, adapt, and make smarter decisions.”
“Every claim tells a story,” says Paino. “And behind each one is a client relying on their broker -and a broker relying on us. That’s what makes the work so fulfilling. Our adjusters know they’re not just settling claims; they’re helping someone move forward. That sense of purpose is what brings our team together and keeps us invested in doing right by our partners and their clients.”
