Portfolio

Cotality Scope Implementation

Led a major technology effort to integrate the use of Cotality Scope into our remote settlement protocol. Worked in partnership with our Remote Event Management and multiple ecosystem providers to operationalize an automated roof claim damage assessment tool that utilizes innovative technology to streamline the repair versus replacement decisioning. Key areas of the deployment included:

  • Claim Process Design

  • Technology Build & System Integration

  • Training & Change Management

  • Reporting Development - Performance Monitoring

  • Benefits Measurement & Success Criteria

 

Overall adoption of the technology maximizes tool benefits which in 2025 generated ~$9.8M in indemnity containment which placed Nationwide favorably to our peer competitors for wind and hail loss severity.

Property Transformation

Workingin partnership with McKinsey & Co to evaluate historical performance to curate a set of transformational efforts that improve quality and customer outcomes. Notable contributions include:

  • Providing support to lead the Additional Living Expense (ALE) workstream within Property transformation, ensuring alignment with organizational goals. Efforts contributed to the design and build functionality within our ClaimCenter ALE enhancements, improving system functionality and user experience.

  • Actively participating in the development of segmentation, management system, and ALE benefits modeling tools, enhancing analytical capabilities and financial results reporting

  • Served as consultative SME for Property claim segmentation, supporting improved claim handling strategies.

Rule 30(b)(6) Corporate Representative

Represent Nationwide as a Corporate Representative and Person Most Knowledgeable for all matters alleging Bad Faith to include Class Action litigation. This assignment has translated into over 30 depositions across multiple states in both state and federal court.

This role provides clear, authoritative testimony on the organization’s claim‑handling standards, workflows, and decision‑making practices. In this capacity, I partner closely with in‑house and outside counsel to shape and execute litigation strategies designed to protect the company’s legal, financial, and reputational interests. Through this work, I help position Nationwide effectively in complex legal environments while reinforcing confidence in the integrity of our claim’s operations.

People Leadership

Andrew first became a people leader in 2011, building a remote settlement team that would manage all Cat claim activity where field resources were not staffed. He built the initial claims team (housed within Nat Cat) to support members following their catastrophe loss. While claims were originally handled by independent adjusters, the team evolved to utilize various resource capabilities and later was merged with the centralized property organization.

 

Pivoting from his Cat Ops consulting role,  Andrew assumed responsibility for leading ~70 associates (the majority cross-functional) directly managed by 9 team leads managed over 6,000 independent adjuster claims following Hurricane Florence and Michael.  This was accomplished in addition to normal responsibilities which included facilitation of frequent team lead and zone Cat coordinator calibration sessions.

 

Andrew has held additional people leadership roles (both formal and informal) supporting the Property organization to include our Property Strategy team tasked with managed our tools, technology and third-party relationships.

Wildfire Response Team

Following the unprecedented wildfire events dating back to 2017 and 2018, Andrew was charged with developing a comprehensive plan to address people, process, and pending to create a sustainability plan for large and complex wildfire losses.

  • Development of a business plan to skill select large loss associates to manage ~1,000 pending structure and contents losses in partnership with HR and our operational claims partners.  

  • Comprehensive pending review to ensure claim reserve adequacy and compliance with event specific state requirements

  • Facilitation of an onsite orientation and on-boarding session for associates and leaders to level set on claim handling expectations, communication of guidance for coverage and estimating considerations, and establishing processes to summarize claim status to ensure seamless handoff from the original claim owner (within the operation).

    Deployment of the dedicated wildfire response team led to a YOY decrease in associate Cat or overtime payment and travel expense of nearly $2.5M.    

Catastrophe Response

Working in concert with key business partners to execute on our enterprise Cat Plan. Strategic callouts include:

  • Facilitating pre/post event teleconferences to align on response tactics

  • Refinement of roles and responsibilities to elevate customer experience

  • Development of Cat event communications distributed to multiple levels of the business

  • Collaborating with Reserving, Treasury, Enterprise Cat Risk Management and Reinsurance to complete impact assessments in the wake of an event

  • Catastrophe Plan Redesign- To meet evolving needs of the customer, significant revisions have been made to the enterprise CAT Plan to better leverage resources across business lines while streamlining legacy processes to improve operational efficiency.  Major components of this redesign that were accomplished include: 

  • Streamline of regional Cat roles & responsibilities for first-line responders

  • Refinement to the Cat P & C Bonus Pay Plan

  • Just-In-Time training path developed (in partnership with the Nationwide PCLD) to flex Claims and Service associates for major Cat events

  • Revision and redefinition of IT partnerships and collaborative business technology support with other partnering NW organizations (primarily Private Client and E/S & S)

  • Pivot to streamlined and consistent Cat communication - implementation Jan 1, 2020 (still operating in current production)