As risk management professionals, we often tout the importance of documentation: checklists, joblogs, contracts, lease agreements, policy documentation, really anything that paints a positive “picture” that our organization is well-run and diligent. But what does that really mean? Creating documentation is often a challenging task. In this 90-minute presentation, Tracy Eso will be joined by Loni McGovern of IPE’s claims department to hone-in on how documentation plays a vital role during a claim. By reviewing particular claims case studies, Tracy and Loni will discuss claims where lack of documentation has hurt a claims’ outcome and where supplying ample documentation has made the difference in shutting down claims early. Additional discussion will include:

  • Documentation outside of the claim at-hand – sometimes, seemingly random documentation can be a significant tool in the hands of a claims professional, not to mention defence counsel.
  • Particular processes that you may not be aware of which create useful evidentiary paper trails.
  •  The strategy involved in accessing the potential information up-front in a claims scenario: how can this be a benefit to your organization?
  • When does evidence hurt you? Is it better to not have anything that something that is “damning”?
  • How communication with all levels of your organization can help you create the documentation inventory you will need to support your organization.                                    

Event Details:

Date: Thursday, December 5th
Time: 12:00 p.m. - 1:30 p.m. ET
Register Now


Meet the Speakers

Tracy Eso, Risk Assessment and Solutions Manager, Intact Public Entities 
With over 20 years’ experience in the insurance industry, Tracy has created risk management and claims solutions for a myriad of clients and continues to champion the belief that the best risk management practices can be determined by closely examining past claims experiences. Tracy is passionate about delivering unique customer service solutions within the risk management and risk transfer space. Tracy is an instructor for the Insurance Institute of Canada teaching future insurance professionals in the industry. She has spoken at several conferences on topics ranging from Insurance Fraud to Liability Claims.

Loni McGovern, Senior Examiner, Intact Public Entities
Loni is a Senior Examiner at Intact Public Entities. She brings significant claims experience in the Insurance Industry in both Ontario and Alberta. Over the years, she has assumed many roles: from Claims Specialist, Casualty/Property Manager, Broker, Risk Manager, and Insurance Institute Course Instructor.

Loni has experience in all lines managing claims at a multinational insurance company as well as advocating for clients as a broker with her RIBO designation. She was a Risk Manager for a Municipality as well as a Manager for a large team of Independent Adjusters. She was a member for the Executive of the Adjusters Associations both here, in Ontario as well as Alberta.

​​​​​​​If you have any questions about this session, please email [email protected].