Industry News

Key Acquisition Expands Education Opportunities for Industry Professionals

The Institutes CEO Peter Miller sat down with R&I to share how the addition of CLM will help deliver knowledge more efficiently into the hands of risk and insurance professionals.
By: | July 10, 2018 • 4 min read

On June 1, The Institutes, a provider of research and educational programming for risk and insurance professionals, closed the books on a deal to acquire CLM, a professional association in the claims resolution and litigation management industries.


Both organizations share a focus on education, and together they’ll serve more than 200,000 claims professionals, risk managers, underwriters, brokers, attorneys and others involved in the industry with broader learning opportunities. Combined, they’ll offer at least 30 designations and countless continuing education credits through online courses, webinars, seminars and other training.

We sat down with President and CEO of The Institutes, Peter Miller, to discuss how the two organizations will work together and what changes members should expect.

R&I: What were some reasons behind The Institutes’ acquisition of CLM?

Peter Miller: This is a transformative time for the industry. Technology is changing how we predict and mitigate risk, how we handle claims, and how we interact with customers. It’s also changing the way that knowledge is delivered, and that matters to The Institutes.

Peter Miller, President & CEO, The Institutes

We’re supported by and work for the benefit of the industry, so we have to make sure we understand the strategic direction of the industry and respond to ensure that professionals have the tools they need to succeed.

CLM adds some content and capabilities that we didn’t have before to help us achieve that mission and serve the industry better.

R&I: What unique content and capabilities does CLM bring to the table, and how does that complement The Institutes?

PM: They have a lot of strengths that complement what we’re trying to do.

For example, we provide online as well as paper-based courses, but we did not deliver much of our educational offerings at events and in-person seminars.
CLM’s capabilities in those areas give us a new way to deliver information and will enable us to touch on hot topics more effectively than we could in the past. The live, in-person approach is a different delivery mechanism that works better for more current and topical content.

We’re interested in helping people do their jobs better, and our tool to do that is knowledge. Our customers will be able to see a more complete set of knowledge products. They’ll get a better solution from us today than they did from either of us before this combination.

CLM also adds the CCP designation in claims and the CLMP designation in litigation management, where they have carved out a good niche. Addressing litigation rounds out our content around claims.

They also bring an extremely dedicated group of volunteers, well-attended conferences, and an advisory panel that helps to ensure content is relevant to working professionals.

R&I: What does this merger mean for members of both The Institutes and CLM?

PM: It means that if you’re in the industry, we can get you content in a time, manner and place of your choosing. And that content is extremely up to date.

We’re interested in helping people do their jobs better, and our tool to do that is knowledge. Our customers will be able to see a more complete set of knowledge products. They’ll get a better solution from us today than they did from either of us before this combination. It’s sort of 1+1=3 from a claims knowledge perspective.

Now that we have expanded delivery capabilities, we’re thinking about how we can leverage it to better fulfill our mission. That could include expanding our offerings at conferences, whether it’s CLM’s annual conference or other industry events. We’ll go about that by looking at what the industry needs, which we’re confident we can understand more completely together.

R&I: How will the two organizations operate going forward?

PM: Because CLM is also focused on education, the integration has been pretty seamless.


For the time being, their designations and educational programs will keep the CLM brand, and we’ll add a note that it belongs to The Institutes’ Risk and Insurance Knowledge Group. Theirs is a very strong brand. They’ve done a phenomenal job since they were founded.

We’ll provide a bit bigger footprint, more resources, and access into the industry, so more people can benefit.
The biggest operational change is that CLM has adopted our not-for-profit classification but making that adjustment has not required anything drastic since they were already focused on education.

R&I: What makes this a “transformative time” for the insurance industry?

PM: We think tech is starting to impact industry more completely than it has in the past, particularly blockchain, the Internet of Things (IoT) and AI.

I’ve seen many technologies come and go, promising to be the next big thing, but these tools are based on some of those old ideas that have been updated and improved. There’s been an explosion of data in forms we can actually analyze.

Blockchain, AI and IoT are now reaching a point of maturation and will be adopted faster. The confluence of these three technologies is what makes this time unique. Using them together will have a big transformational impact on how we manage risk. &

Katie Dwyer is an associate editor at Risk & Insurance®. She can be reached at [email protected]

More from Risk & Insurance

More from Risk & Insurance

4 Companies That Rocked It by Treating Injured Workers as Equals; Not Adversaries

The 2018 Teddy Award winners built their programs around people, not claims, and offer proof that a worker-centric approach is a smarter way to operate.
By: | October 30, 2018 • 3 min read

Across the workers’ compensation industry, the concept of a worker advocacy model has been around for a while, but has only seen notable adoption in recent years.

Even among those not adopting a formal advocacy approach, mindsets are shifting. Formerly claims-centric programs are becoming worker-centric and it’s a win all around: better outcomes; greater productivity; safer, healthier employees and a stronger bottom line.


That’s what you’ll see in this month’s issue of Risk & Insurance® when you read the profiles of the four recipients of the 2018 Theodore Roosevelt Workers’ Compensation and Disability Management Award, sponsored by PMA Companies. These four programs put workers front and center in everything they do.

“We were focused on building up a program with an eye on our partner experience. Cost was at the bottom of the list. Doing a better job by our partners was at the top,” said Steve Legg, director of risk management for Starbucks.

Starbucks put claims reporting in the hands of its partners, an exemplary act of trust. The coffee company also put itself in workers’ shoes to identify and remove points of friction.

That led to a call center run by Starbucks’ TPA and a dedicated telephonic case management team so that partners can speak to a live person without the frustration of ‘phone tag’ and unanswered questions.

“We were focused on building up a program with an eye on our partner experience. Cost was at the bottom of the list. Doing a better job by our partners was at the top.” — Steve Legg, director of risk management, Starbucks

Starbucks also implemented direct deposit for lost-time pay, eliminating stressful wait times for injured partners, and allowing them to focus on healing.

For Starbucks, as for all of the 2018 Teddy Award winners, the approach is netting measurable results. With higher partner satisfaction, it has seen a 50 percent decrease in litigation.

Teddy winner Main Line Health (MLH) adopted worker advocacy in a way that goes far beyond claims.

Employees who identify and report safety hazards can take credit for their actions by sending out a formal “Employee Safety Message” to nearly 11,000 mailboxes across the organization.

“The recognition is pretty cool,” said Steve Besack, system director, claims management and workers’ compensation for the health system.

MLH also takes a non-adversarial approach to workers with repeat injuries, seeing them as a resource for identifying areas of improvement.

“When you look at ‘repeat offenders’ in an unconventional way, they’re a great asset to the program, not a liability,” said Mike Miller, manager, workers’ compensation and employee safety for MLH.

Teddy winner Monmouth County, N.J. utilizes high-tech motion capture technology to reduce the chance of placing new hires in jobs that are likely to hurt them.

Monmouth County also adopted numerous wellness initiatives that help workers manage their weight and improve their wellbeing overall.

“You should see the looks on their faces when their cholesterol is down, they’ve lost weight and their blood sugar is better. We’ve had people lose 30 and 40 pounds,” said William McGuane, the county’s manager of benefits and workers’ compensation.


Do these sound like minor program elements? The math says otherwise: Claims severity has plunged from $5.5 million in 2009 to $1.3 million in 2017.

At the University of Pennsylvania, putting workers first means getting out from behind the desk and finding out what each one of them is tasked with, day in, day out — and looking for ways to make each of those tasks safer.

Regular observations across the sprawling campus have resulted in a phenomenal number of process and equipment changes that seem simple on their own, but in combination have created a substantially safer, healthier campus and improved employee morale.

UPenn’s workers’ comp costs, in the seven-digit figures in 2009, have been virtually cut in half.

Risk & Insurance® is proud to honor the work of these four organizations. We hope their stories inspire other organizations to be true partners with the employees they depend on. &

Michelle Kerr is associate editor of Risk & Insurance. She can be reached at [email protected]