The Way towards Customer-Centric Claims Management

Penny Sturdevant is a distinguished professional with a proven track record in the role of Director of Claims at STG Logistics. With a career marked by consistent excellence, Penny has successfully led diverse teams to achieve remarkable results. Her extensive industry knowledge, combined with her exceptional collaboration skills, has allowed her to build strong and enduring partnerships with key stakeholders.

Penny's leadership style is characterized by her personable, open, honest, and approachable demeanor. She firmly believes in leading by example and adopts a coaching approach when working with her team. Her ability to deeply understand her employees' learning styles and personalities empowers her to provide tailored guidance and support. She firmly believes in the value of honest, timely, and specific feedback, which fosters trust and development while motivating her team to consistently deliver their best and boost overall morale.

A dedicated advocate for a customer-centric approach, Penny is unwavering in her commitment to influencing others and fostering a culture that prioritizes the entire customer experience over isolated transactions. She understands and instills in her team the significance of delivering a seamless and exceptional customer journey from start to finish. Penny's unwavering dedication to this principle ensures the attraction and retention of satisfied customers, making her an invaluable asset to STG Logistics.

Following is the conversation that we had with Sturdevant.

Can you describe your role and responsibilities as the Director of Claims at STG Logistics?

As the Director of Claims at STG Logistics, my primary role is to oversee the claims management process within the company. This involves overseeing claims related to general liability, property damage, workers’ compensation and bodily injury and ensuring that our claimants receive fair and timely resolutions. My responsibilities include investigating claims, working closely with our customers and carriers, analyzing data to identify trends, and implementing improvements to minimize future claims. I also work closely with our Third-Party Administrator and Defense Counsel to bring our claims to a timely, optimal outcome.

What led you to pursue a career in claims management within the logistics industry?

I was drawn to a career in claims management in the logistics industry because of its critical role in ensuring the smooth flow of goods and maintaining strong relationships. Claims can be a challenging aspect of logistics, but I find it incredibly rewarding to help our customers navigate issues and find equitable solutions.

My background in claims and insurance and a strong interest in problem-solving led me to this role, and I've been passionate about it ever since.

 My background in claims and insurance and a strong interest in problem-solving led me to this role, and I've been passionate about it ever since.

What strategies or best practices do you employ to minimize claims and disputes in the logistics and transportation industry?

To minimize claims and disputes in the logistics and transportation industry, we employ several strategies and best practices at STG Logistics.

This includes a rigorous investigation process, ongoing training, and working closely with our defense counsel and business partners to bring claims to a timely resolution. 

Transparency and open communication are also key to preventing and resolving disputes.

Are there any specific initiatives or innovations in claims management that you and your team are currently working on or planning for the future?

At STG Logistics, we are continually exploring innovative approaches to claims management. We're investing in data analytics to gain deeper insights into claim patterns, which will help us proactively address recurring issues.

Additionally, we're exploring automation and digital solutions to streamline the claims process and enhance the customer experience. These initiatives are geared toward improving efficiency and accuracy in handling claims.

What is your vision for the future of claims management at STG Logistics, and how do you plan to continue improving the process for all stakeholders?

My vision for the future of claims management at STG Logistics is to make the process even more customer-centric and efficient. We aim to reduce the occurrence of claims by further enhancing our quality control measures.

We'll continue to leverage data-driven insights and emerging technologies to provide faster and more accurate claim resolutions. Our goal is to maintain a strong reputation for reliability and customer satisfaction by being a leader in claims management within the logistics industry.