SIU Today Spring 2018 - 15

gives the story its final critique and polish. Upon approval from
management, and after the claim file is closed, the story is then
submitted to the Marketing Department for publication in the
next newsletter edition.
It is here that SIU can provide stories of how a social media search
and surveillance found an injured worker with neck and back
injuries actively participating in semi-professional wrestling
(with video highlights for viewing). These stories also draw
attention to a shady insured who reported a stolen trailer with
$127,000 worth of tools and no receipts, a history of commercial
theft claims, and an open investigation by police for retail theft.
By showcasing these investigative stories, emphasizing the red
flags, and drawing back the curtain on how investigations are
conducted, we provide informal training and valuable learning
tools. We believe this to be evident from the feedback we have
received from Claim Specialist,
Pamela Anderson. "As a claims
representative, I see value in
having the stories published in
the newsletter. It can be a valuable
learning tool, and at times, has
shown me red flags that I may
not have thought to look for." If
SIU is able to get one adjuster to
rethink a current file, or apply
information they read in a story
to a suspicious claim, we all win.
Yet, the Claims Department is not the only business unit who
takes interest and utilizes the Blotter as a tool. Josh Volesky,
Underwriting Supervisor for Personal Lines, stated, "Coming from
a claims background and now transitioned into an underwriting
supervisor role, the ability to remain in close contact with our SIU
department is key to building trust with our agency force. Our
SIU department is always willing to investigate and assist at any
level when called upon. Also, I am able to remain up-to-date on
their continued success by reading their weekly Blotter in our
company newsletter. The content and knowledge found in the
articles can be used in daily conversations with our agents to
support our commitment to being the company of choice for
agents and policyholders."
This is exactly the type of support SIU strives for from our
company and business partners. Frankly, in this day and age
where companies are outsourcing their SIU tasks, having positive,
valuable exposure is key. Focusing the attention on fighting
fraud and applauding our claim representatives' successes in
the Blotter, has categorically, been one of the best SIU tools at
our disposal. In addition, the Blotter helped strengthen the SIUClaims relationship by building a rapport and establishing trust
when WBMI's SIU was first introduced to its claims partners 12
years ago.
Building strong relationships is crucial for a long-standing,
successful SIU. Paramount to its success, the SIU model also
requires the buy-in and support of senior management. Fortunately,
the SIU has always had the support of WBMI's President and
Chief Executive Officer Kevin Steiner, who conveyed, "For many
years, West Bend has invested in a Special Investigative Unit.
The West Bend SIU newsletter is an excellent way to provide our

organization details on how we investigate potential fraud. Most
importantly, the success of our SIU demonstrates the value they
provide to our company. By sharing the details of a successful
denial of a fraudulent claim, our entire organization knows
that we are only interested in paying legitimate claims." Kevin's
comment on "our entire organization" is a factor that should not
go unnoticed. By reaching a widespread audience, we provide
important information to those not familiar with fraud, and
cement the ideal that our company is serious in the fight against
fraud. Since its inception, the Blotter has triggered emails and
phone calls from many associates who do not deal with fraud,
commenting on how much they enjoy reading these stories. This
is strong evidence that the stories and the content they convey
can matter to all.

John Kumbier, WBMI's Property and Casualty Claims Manager,
summarizes it best: "Anytime a company can provide its
employees with a resource, such as West Bend's SIU, that allows
for an exchange of ideas and provides valuable information and
tools leading to better results, legitimizes itself as a leader in
the industry." Leaders are forged by blazing new trails, being
creative and implementing fresh ideas. Could an SIU Blotter be
the path toward solidifying your claims partnership? If so, why
not take the road less traveled?
Lisa Conway has worked at West Bend Mutual's Special Investigations Unit
since 2006 as a Desktop Investigator II. She was a former Florida Child Support
Enforcement Investigator and a Sr. Business Services Specialist at Zurich's SIU,
completing complex background investigations where she was promoted to
Supervisor of their investigative support unit. She continues to support WBMI
field staff and claim partners with background investigations as well as being
the writer for the SIU Blotter.
Leslie Peterson is a Desktop Investigator II with West Bend Mutual's Special
Investigation Unit. She began at WBMI as an SIU intern in 2009 before
transitioning to a full time position in 2010. Leslie wears multiple hats for
West Bend, including being the "face and gatekeeper of SIU", editor of the SIU
Blotter, background investigator, and report manager for SIU.

SIU TODAY | SPRING 2018 | 15

SIU Today Spring 2018

Table of Contents for the Digital Edition of SIU Today Spring 2018