Melissa Burke, AmTrust’s New Head of Client Experience, Shares the Three Pillars That Define Her Leadership Style

Strength in relationships, operational skills and data implementation mark this 2024 Executive to Watch.
By: | November 13, 2023

Melissa Burke, PharmD, recently promoted to VP, head of client experience at AmTrust Financial, seeks to replicate her success in the firm’s managed care division to maintain and elevate AmTrust’s client service delivery.

“Our goal for this year is to create a superior client experience for large insureds, agents, and brokers in partnership with claims, sales and underwriting,”
said Burke.

“To do this, we will need to take a data-driven approach and incorporate technology to positively influence outcomes and client experience.” This is nothing new for Burke. Her career has ranged from leadership roles in hospital settings to property and casualty insurance, and there are three pillars she always leans into: building relationships, having strong operational skills, and utilizing data for actionable analytics.

“We want to incorporate technology where it makes sense to drive value, and at the same time retain our personalized approach,” she explained.

The next challenge Burke faces is modernizing the Claims Account Management (CAM) program that has been in place at AmTrust since 2016. While there were incremental updates, the company has grown and the program now requires more resources. She plans to develop stronger partnerships with customers and agents to help them achieve their goals.

“Externally we have strong relationships with our agents and insureds but we want to find new ways to engage them and provide greater value,” Burke said. “Learning what motivates them is essential to this.”

In her new role, Burke will help lead three essential areas of AmTrust’s
business — sales, underwriting and claims — to achieve goal alignment and drive
value for customers.

“Independently these areas have all seen success so there might be resistance to changing what works,” she said. However, she has a plan in place to ensure success
in the coming year and beyond.

“As we build out our client experience we have to keep in mind how today’s customer has changed,” Burke explained. “They want immediate answers, access to data, and actionable insights, but still need the ability to connect and build rapport with the team that is taking care of them. AmTrust is here when they’re in need. Our CAM team has been in place since 2016, so there needs to be incremental and transformational changes happening at the same time.”

Burke explained that the approach is the same as the one she used for managed
care, and the clients will dictate the roadmap that drives consensus within
internal stakeholders.

“At the core of AmTrust is that we’re nimble, we have an entrepreneurial spirit, and that allows us to pivot as needed and keep moving forward,” she said. &

Melissa Burke has been selected as a 2024 Risk & Insurance® Executive to Watch. To see the other executives selected this year, visit here.

Nina Luckman is a business journalist based in New Orleans, focusing primarily on the workers' compensation industry. Over the last several years, Nina has served as Editor of Louisiana Comp Blog, a news site she started in 2014 under the auspices of a group self-insurance fund. She can be reached at [email protected].

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