2017 NWCDC Keynote Preview

Caring for Workers ‘The Nordstrom Way’

Learn about Nordstrom's approach to injured worker advocacy during the 2017 National Workers’ Compensation and Disability Conference & Expo.
By: | June 9, 2017 • 3 min read

Janine Kral is known for her passion when it comes to contributing to risk management’s overall improvement and for fostering workers’ compensation and risk management programs.

Kral, the VP of risk management at Nordstrom, will deliver a keynote address focusing on injured worker advocacy during the 2017 National Workers’ Compensation and Disability Conference & Expo to be held Dec. 6- 8 at Mandalay Bay in Las Vegas.

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Nordstrom is a nationwide retailer characterized by a culture that emphasizes superior customer service — a hallmark that extends to caring for its injured workers.

While injured worker advocacy is currently a hot topic in workers’ comp, particularly among leading-edge employers looking to improve worker engagement, Nordstrom’s workers’ comp program developed by Kral has long embraced the practice.

“Janine is a seasoned risk manager who built a risk management program focusing on internal and external customer service, including employee advocacy,” said Denise Algire, director, risk initiatives, and national medical director at Albertsons Companies. “I am excited to hear and learn from her presentation.”

Kral oversees 75 employees responsible for mitigating a broad array of exposures and reducing Nordstrom’s total cost of risk.

Her group manages claims litigation, purchases insurance, assures regulation compliance, implements loss prevention practices, mitigates employment-related risks, improves business resiliency by coordinating crisis management and emergency response plans, and works to overcome business continuity challenges.

Kral’s tenure at Nordstrom began 30 years ago when the retailer specifically hired her to improve its workers’ comp program and to make certain its injured employees were well cared for.

Today, workers’ comp is only one part of her risk management purview, which now includes a workers’ comp director she collaborates with.

Taking care of injured colleagues isn’t just the right thing to do, according to Kral. It also has practical implications.

Janine Kral,VP, risk management, Nordstrom

“We believe that if you engage the employee and get them to trust that you really are looking out for their best interest — even though sometimes you have to make decisions that are not popular with them — then the decision is going to be easier and they may accept it better, if you have established that trust from the beginning,” Kral said.

At NWCDC, the veteran risk manager will discuss the strategies her team employs to make worker advocacy happen, the outcomes experienced, and how the customer-service philosophy described in the book “The Nordstrom Way,” could just as easily describe the employer’s recipe for managing workers’ compensation injuries.

Nordstrom practices for engaging injured workers includes recognizing which ones will need additional help and understanding what are they looking for.

“We expect our employees to have a relationship with our customers, and every customer has different needs and every employee has different needs,” Kral said. “So [we start by asking] how can we support them when they have a need, when they are injured on the job.”

To make certain that philosophy coupled with other workers’ comp practices continually produce positive results, Kral’s risk management department relies heavily on measuring outcomes.

Metrics reviewed include the number of claimants who seek attorney representation. Evaluating such information helps Kral’s risk management department gauge its worker-engagement performance as well as evaluate the impact on factors such as claims duration.

Kral’s involvement in risk management stretches beyond Nordstrom.

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She has served on the Workers Compensation Research Institute’s board for 20 years. That involvement began when Kral started volunteering her input on WCRI claims research results that proved useful for benchmarking Nordstrom’s program.

“I got so excited about it I kept calling them to say ‘what about this, what about that,’ ” Kral said.

She was later instrumental in encouraging Aon to develop a benchmarking study that allows retail-industry clients to see how their workers’ comp and general liability programs compare against their peers.

“She has been very passionately involved in different risk management groups,” said Algire, who is also an NWCDC program co-chair. “She has been a leader in different employer associations. She collectively shares information about what Nordstrom has done with other employers.”

Roberto Ceniceros is senior editor at Risk & Insurance® and chair of the National Workers' Compensation and Disability Conference® & Expo. He can be reached at [email protected] Read more of his columns and features.

More from Risk & Insurance

More from Risk & Insurance

High Net Worth

High Net Worth Clients Live in CAT Zones. Here’s What Their Resiliency Plan Should Include

Having a resiliency plan and practicing it can make all the difference in a disaster.
By: | September 14, 2018 • 7 min read

Packed with state-of-the-art electronics, priceless collections and high-end furnishings, and situated in scenic, often remote locations, the dwellings of high net worth individuals and families pose particular challenges when it comes to disaster resiliency. But help is on the way.

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Armed with loss data, innovative new programs, technological advances, and a growing army of niche service-providers aimed at addressing an astonishingly diverse set of risks, insurers are increasingly determined to not just insure against their high net worth clients’ losses, but to prevent them.

Insurers have long been proactive in risk mitigation, but increasingly, after the recent surge in wildfire and storm losses, insureds are now, too.

“Before, insurance was considered the only step in risk management. Now, our client families realize it is one of the many imperative steps in an effective risk management strategy,” said Laura Sherman, founding partner at Baldwin Krystyn Sherman Partners.

And especially in the high net worth space, preventing that loss is vastly preferable to a payout, for insurers and insureds alike.

“If insurers can preserve even one house that’s 10 or 20 or 40 million dollars … whatever they have spent in a year is money well spent. Plus they’ve saved this important asset for the client,” said Bruce Gendelman, chairman and founder Bruce Gendelman Insurance Services.

High Net Worth Vulnerabilities

Laura Sherman, founding partner, Baldwin Krystyn Sherman Partners

As the number and size of luxury homes built in vulnerable areas has increased, so has the frequency and magnitude of extreme weather events, including hurricanes, harsh cold and winter storms, and wildfires.

“There is a growing desire to inhabit this riskier terrain,” said Jason Metzger, SVP Risk Management, PURE group of insurance companies. “In the western states alone, a little over a million homes are highly vulnerable to wildfires because of their proximity to forests that are fuller of fuel than they have been in years past.”

Such homes are often filled with expensive artwork and collections, from fine wine to rare books to couture to automobiles, each presenting unique challenges. The homes themselves present other vulnerabilities.

“Larger, more sophisticated homes are bristling with more technology than ever,” said Stephen Poux, SVP and head of Risk Management Services and Loss Prevention for AIG’s Private Client Group.

“A lightning strike can trash every electronic in the home.”

Niche Service Providers

A variety of niche service providers are stepping forward to help.

Secure facilities provide hurricane-proof, wildfire-proof off-site storage for artwork, antiques, and all manner of collectibles for seasonal or rotating storage, as well as ahead of impending disasters.

Other companies help manage such collections — a substantial challenge anytime, but especially during a crisis.

“Knowing where it is, is a huge part of mitigating the risk,” said Eric Kahan, founder of Collector Systems, a cloud-based collection management company that allows collectors to monitor their collections during loans to museums, transit between homes, or evacuation to secure storage.

“Before, insurance was considered the only step in risk management. Now, our client families realize it is one of the many imperative steps in an effective risk management strategy.” — Laura Sherman, founding partner, Baldwin Krystyn Sherman Partners

Insurers also employ specialists in-house. AIG employs four art curators who advise clients on how to protect and preserve their art collections.

Perhaps the best known and most striking example of this kind of direct insurer involvement are the fire teams insurers retain or employ to monitor fires and even spray retardant or water on threatened properties.

High-Level Service for High Net Worth

All high net worth carriers have programs that leverage expertise, loss data, and relationships with vendors to help clients avoid and recover from losses, employing the highest levels of customer service to accomplish this as unobtrusively as possible.

“What allows you to do your job best is when you develop that relationship with a client, where it’s the same people that are interacting with them on every front for their risk management,” said Steve Bitterman, chief risk services officer for Vault Insurance.

Site visits are an essential first step, allowing insurers to assess risks, make recommendations to reduce them, and establish plans in the event of a disaster.

“When you’re in a catastrophic situation, it’s high stress, time is of the essence, and people forget things,” said Sherman. “Having a written plan in place is paramount to success.”

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Another important component is knowing who will execute that plan in homes that are often unoccupied.

Domestic staff may lack the knowledge or authority to protect the homeowner’s assets, and during a disaster may be distracted dealing with threats to their own homes and families. Adequate planning includes ensuring that whoever is responsible has the training and authority to execute the plan.

Evaluating New Technology

Insurers use technologies like GPS and satellite imagery to determine which homes are directly threatened by storms or wildfires. They also assess and vet technologies that can be implemented by homeowners, from impact glass to alarm and monitoring systems, to more obscure but potentially more important options.

AIG’s Poux recommends two types of vents that mitigate important, and unexpected risks.

“There’s a fantastic technology called Smart Vent, which allows water to flow in and out of the foundation,” Poux said. “… The weight of water outside a foundation can push a foundation wall in. If you equalize that water inside and out at the same level, you negate that.”

Another wildfire risk — embers getting sucked into the attic — is, according to Poux, “typically the greatest cause of the destruction of homes.” But, he said, “Special ember-resisting venting, like Brandguard Vents, can remove that exposure altogether.”

Building Smart

Many disaster resiliency technologies can be applied at any time, but often the cost is fractional if implemented during initial construction. AIG’s Smart Build is a free program for new or remodeled homes that evolved out of AIG’s construction insurance programs.

Previously available only to homes valued at $5 million and up, Smart Build recently expanded to include homes of $1 million and up. Roughly 100 homes are enrolled, with an average value of $13 million.

“In the high net worth space, sometimes it takes longer potentially to recover, simply because there are limited contractors available to do specialty work.” — Curt Goetsch, head of underwriting, Private Client Group, Ironshore

“We know what goes wrong in high net worth homes,” said Poux, citing AIG’s decades of loss data.

“We’re incenting our client and by proxy their builder, their architects and their broker, to give us a seat at the design table. … That enables us to help tweak the architectural plans in ways that are very easy to do with a pencil, as opposed to after a home is built.”

Poux cites a remote ranch property in Texas.

Curt Goetsch, head of underwriting, Private Client Group, Ironshore

“The client was rebuilding a home but also installing new roads and grading and driveways. … The property was very far from the fire department and there wasn’t any available water on the property.”

Poux’s team was able to recommend underground water storage tanks, something that would have been prohibitively expensive after construction.

“But if the ground is open and you’ve got heavy equipment, it’s a relatively minor additional expense.”

Homes that graduate from the Smart Build program may be eligible for preferred pricing due to their added resilience, Poux said.

Recovery from Loss

A major component of disaster resiliency is still recovery from loss, and preparation is key to the prompt service expected by homeowners paying six- or seven-figure premiums.

Before Irma, PURE sent contact information for pre-assigned claim adjusters to insureds in the storm’s direct path.

“In the high net worth space, sometimes it takes longer potentially to recover, simply because there are limited contractors available to do specialty work,” said Curt Goetsch, head of underwriting for Ironshore’s Private Client Group.

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“If you’ve got custom construction or imported materials in your house, you’re not going to go down the street and just find somebody that can do that kind of work, or has those materials in stock.”

In the wake of disaster, even basic services can be scarce.

“Our claims and risk management departments have to work together in advance of the storm,” said Bitterman, “to have contractors and restoration companies and tarp and board services that are going to respond to our company’s clients, that will commit resources to us.”

And while local agents’ connections can be invaluable, Goetsch sees insurers taking more of that responsibility from the agent, to at least get the claim started.

“When there is a disaster, the agency’s staff may have to deal with personal losses,” Goetsch said. &

Jon McGoran is a novelist and magazine editor based outside of Philadelphia. He can be reached at [email protected]