Travelers is committed to being there for our customers and agents when they need us most. Fulfilling this promise begins with the dedication of our front-line, customer-facing Claim and Operations professionals, whose efforts are recognized through the In-Synch Service Award program.

Launched in 2006, the award honors those from Claim, Billing, Personal Insurance (PI) and Business Insurance Customer Service, Premium Audit and PI Underwriting who demonstrate high-quality service, timeliness, innovative problem-solving, and, most importantly, a commitment to consistently meeting the needs of our customers, agents and brokers.

In 2023, more than 100 employees from the U.S. and Canada were recognized with an In-Synch Service Award. Below we highlight three more outstanding recipients.

Shenika Douglas
Premium Audit 

Business Insurance Premium Auditor Shenika goes the extra mile on each audit and puts the customer first by listening, taking ownership to find solutions and delivering the Travelers Promise in every interaction. We consistently receive compliments from business customers about Shenika, highlighting her dedication and above-and-beyond service as exceptional and the reason they stay with Travelers.

Q&A with Shenika

Tell us about your Travelers career journey.

I started in Claim Operations handling Notice of Loss for workers’ compensation. As my skills developed, I became a Notice of Loss coordinator and volunteered for catastrophe calls. Afterward, I transitioned to National Accounts as an Account Manager to learn about class codes, which prepared me to become a Premium Auditor. I started as an Associate Premium Auditor in 2018 and quickly obtained my Associate in Premium Audit® 91 and 92 designations. I am now a Senior Premium Auditor. Through my six years in Premium Audit, I’ve consistently ranked among the top auditors at Travelers.

What is most meaningful about your work?

Helping our insureds navigate the insurance world, especially the intricacies of workers compensation policies. Insurance can be complex to learn, so I am always honored to be of assistance.

If you could go back to when you started at Travelers, what is one piece of advice you would give your younger self?

I’d tell myself to learn about joining Premium Audit sooner. It has been the best career move of my over a decade at Travelers – and my entire life.

What motivates you?

Helping others and being able to put a smile on their face.

Lisa Erb
Canada Operations

Lisa was an In-Synch Award Honoree a few years ago and it’s no surprise she was recognized again. With the highest customer experience scores across Travelers Canada Customer Service, brokers and customers rave about Lisa. They say she consistently exceeds expectations, is caring and helpful, and a true pleasure to work with. Additionally, Lisa willingly shares her knowledge with her peers and is known as a beacon within her department for her ability to help those around her.

Q&A with Lisa 

Tell us about your Travelers career journey.

My Travelers journey began in June 1987, when I was a temporary summer worker in the mailroom. I was hired full time in August of the same year, and I have now worked in many different departments at Travelers, such as accounting, operations, clerical and customer service. I transitioned to a Specialized Insurance Service Representative in 2022.

What is most meaningful about your work?

Being able to positively impact anyone that I cross paths with is the most meaningful part of my job. Whether it’s a colleague, broker or customer, I love helping people resolve their needs. It brings me great gratification to be able to assist others.

If you could go back to when you started at Travelers, what is one piece of advice you would give your younger self?

Don’t be so hard on yourself. Learning takes time and we will all make mistakes, but always remember that those mistakes help us develop.

What motivates you?

My children motivate me to always strive to be the best role model.

Danny Miller
Personal Insurance Operations

From endorsements to underwriting approvals and everything in between, Danny approaches each interaction as an opportunity to be the best at helping people protect what matters most. He consistently demonstrates empathy, is solution-oriented and follows up with clear communication. His motivation is, in his words, simple: “doing whatever I can to make it right.”

Q&A with Danny

Tell us about your Travelers career journey.

I started at Travelers in 2010 working in National Telesales. I previously worked in retail management, so I had strong sales and management skills, but zero insurance knowledge. My leaders listened – and assisted me in developing my career. After a few years, I moved to the Coverage Specialist Team before starting my current position in Underwriting in 2018.

What is most meaningful about your work?

Maintaining profitable business for Travelers while simultaneously building positive relationships with our agents.

If you could go back to when you started at Travelers, what is one piece of advice you would give your younger self? 

Never doubt yourself. Believe in yourself and your skillset.

What motivates you? 

Performing my job to the best of my abilities and the satisfaction I get from helping others grow within their roles.

Read about more about our In-Synch Honorees.