WHO WE ARE

Each year, more than 100 customer-facing Claims and Operations professionals across the U.S. and Canada are recognized through the Travelers In-Synch Service Awards Program for going above and beyond to support our customers, agents and brokers.

Launched in 2006, the award honors employees across Claim, Billing, Personal and Business Insurance Customer Service, Premium Audit and Personal Insurance Underwriting who demonstrate high-quality service, timeliness and innovative problem-solving.

From our 2024 class, we’re highlighting honorees including Anne Marie, Cecilia, Luis and Nicole, whose dedication and care reflect the best of Travelers’ customer-facing teams. We’re also looking ahead to the 2025 winners, who will be announced in the spring of 2026.

Anne Marie B. – Personal Insurance Operations

Anne Marie joined Travelers in October 2021, stepping into a new role after working for many years in Human Resources at a previous employer.  Since then, she has become a team champion for customer experience, a new hire mentor, and played a key role supporting new platform launches in her area.

“The opportunity to collaborate is very enjoyable and rewarding,” she said. “Oftentimes, we don’t realize the positive impact we can have on others.”

“Being named an In-Synch honoree was absolutely amazing, yet very humbling,” Anne Marie added.

Her motivation comes from a passion to empathize with others and advocate on their behalf—a drive that continues to inspire her every day as she supports customers.

“Be patient with yourself,” she would tell her younger self. “Travelers provides incredible support and learning tools—you will get this and be a rock star.”

Cecilia S. – Personal Insurance Operations

Cecilia joined Travelers in 2021. She trained as a full-service Insurance Service Representative and soon expanded her skills to include other areas. Multiple rotations, including participating in a pilot program for a new triaging team, led to her promotion to Senior Customer Service Representative.

“When my name was announced for the In-Synch Award, I was in complete disbelief,” Cecilia said. “It slowly began to sink in that the work I do matters and makes a difference. To be recognized in this way is incredibly humbling and affirming.”

For Cecilia, the most meaningful part of her work is connection – whether it’s with customers, agents or coworkers. She values a workplace where the mission to make insureds feel “secure and cared for” sets a higher standard for service and collaboration. Motivated by purpose and challenge, she thrives on opportunities that allow her to grow, contribute and make a real difference.

Cecilia says she’s “grateful to be part of a workplace where those values are lived every day. Our leadership team leads by example, showing what it means to be compassionate, supportive and human-centric. Their commitment sets the tone for all of us, and I’m proud to be part of it.”

Luis C. – Personal Insurance Operations

Luis joined Travelers in 2018, becoming part of one of our first bilingual insurance service teams. Since then, he’s grown within the company and recently transitioned into an underwriting role.

“What’s most meaningful to me is knowing that the work I do helps people feel secure and supported when they need it most,” he said. “Travelers has created an environment where I feel valued and inspired to give my best every day.”

Luis credits his mother’s example of hard work and perseverance for motivating him to pursue his goals. At Travelers, he’s found a team and community that encourages ongoing growth, learning and collaboration.

“Travelers has created an environment where I not only feel valued as a professional, but I’m also inspired to give my best every day. Being part of a company that leads with integrity and truly cares – about its people, customers and communities – makes my work feel meaningful in a way that goes beyond the job description.”

Reflecting on his experience, he advises others to “always be coachable, stay curious, and embrace your own journey – growth doesn’t have to look the same for everyone.”

Nicole S. – Premium Audit

Nicole has been delivering exceptional service at Travelers since 2019. She started in the Claim Call Center, then moved into a Workers’ Compensation Claim role, earning her all-lines adjuster license. In 2023, she transitioned to Premium Audit in Operations and began completing field audits.

Being honored with an In-Synch Service Award was “an incredible feeling” for Nicole. “It feels amazing to be appreciated by such a great company,” she said.

Her work is driven by a desire to support customers through complex processes. “I enjoy interacting with customers and guiding them through a process that most people don’t want to do. It’s rewarding to build relationships and have pleasant conversations even while doing an audit,” she explained.

Nicole’s motivation comes from constantly learning. “I make sure to put myself out there to gather information so I can excel at my job. Working in an environment that helps me grow keeps me motivated,” she said.

Looking back on her time at Travelers, Nicole offered advice to her younger self: “Keep putting in the work, and you will continue to make yourself proud the longer you’re here.”

Want to read about other 2024 and past In-Synch Honorees? Check out our other In-Synch blogs.