Meet 2025 Risk All Star Jill Alfano of Victoria’s Secret
When Victoria’s Secret & Co. separated from L Brands in mid-2021 to become an independent publicly traded company, Jill Alfano faced an unusual challenge: creating an entire claims management program from nothing.
As the newly appointed claims manager, risk & insurance, she inherited zero claims on day one but needed to establish a fully functioning system that could handle the complexities of a retail operation spanning 900 stores across the U.S. and Puerto Rico.
Instead of rushing to implement existing frameworks, she deliberately paused to assess the best path forward. This measured strategy drew from her extensive background in claims handling and client service management, accumulated through nearly two decades in the insurance industry, including seven years as a workers’ compensation claims adjuster at The Hartford and a decade at Gallagher Bassett.
“My focus is to propel the business forward,” Alfano said. “How we manage claims, how we support our customers, and how we treat our associates transcends each individual case and helps our overall success.”
Rather than attempting to manage every aspect of claims internally, Alfano structured Victoria’s Secret’s program around a strategic partnership with Gallagher Bassett, leveraging its expertise while maintaining oversight and direction. Alfano established relationships built on confidence and communication, deliberately removing operational roadblocks that might prevent resolution managers from making necessary decisions.
This division of labor enabled Alfano to focus on big-picture strategy, collaborating with environmental, health and safety teams and analyzing claim data to inform future best practices. Working as one of three risk management team members, she partnered with Victoria’s Secret’s legal, financial and HR departments to evaluate claims and risk management strategies continuously.
“Trust is earned through transparency,” Alfano said. “We are collaborative and open-minded, and we prioritize strategies proven to deliver results.”
A key innovation in the partnership involved implementing Gallagher Bassett’s Clinical Concierge program, which addresses a critical gap in early claim management. Recognizing that delays in nurse case management assignment often occur due to difficulty identifying risk factors at the point of injury, Alfano leveraged this targeted resource to engage clinical support during the crucial early phases of worker care.
The Clinical Concierge program assigns a nurse to partner with claimants within the first 10 days, conducting thorough claim reviews identifying individual risk factors, and developing recovery strategies.
For Victoria’s Secret’s younger workforce, the program’s text-based nurse outreach provides comfortable, personalized service that aligns with their communication preferences. Alfano’s strategic approach has delivered quantifiable improvements in claim outcomes and operational efficiency.
Using Gallagher Bassett’s SMART (Severity Mix Adjusted Rating Technique) benchmarking system, Victoria’s Secret can now compare its claims against hundreds of similar cases, factoring in variables including accident type, jurisdiction, job classification, medical procedures and diagnoses.
This benchmarking provides meaningful comparisons, offering precise benchmarks that identify improvement opportunities and focus areas. The system’s ability to account for claim complexity delivers clarity about where strategic interventions can generate the greatest impact. &
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