Dhara Patel oversees the general and professional liability, property, commercial, workers’ compensation and personal auto claims services for ACM, USIS, PGCS and ICA. She also provides oversight for the operations, accounting and information systems departments within the four companies. In addition, she’s responsible for our multi-line claims systems development team, business analysts, database administrators and the SSAE 18 compliance team.
During her 20-year insurance career, Dhara has handled complex claims for general liability, property, professional liability, E&O, D&O and construction defects. Prior to joining ACM in 2001, Dhara was a litigation and securities paralegal at Gibson, Dunn & Crutcher. She has a Bachelor of Science in Accounting with a minor in Information Technology, plus a graduate degree in Accounting. Dhara is president of the board of directors for the International Association of Claim Professionals for the 2022-2023 board term, and a frequent claims expert source for Insurance Journal.
Viviane joined the Brown & Brown team in 2006 and is Chief Operating Officer for the National Services division, which includes ACM. Viviane provides the leadership, management and vision necessary to ensure that ACM and its claim offices have the proper systems, operational controls, administrative/ reporting procedures and people systems in place to grow the organization and ensure financial strength and operating efficiency.
Viviane also spearheads the execution of effective growth strategies and processes, including the development and implementation of technology projects. Along with other members of the executive team, she develops and implements plans for the operational infrastructure, systems and personnel to accommodate the rapid growth objectives of our organization.
Viviane has a bachelor’s degree in Computer Information Systems and masters’ degrees in Business Administration and Information Systems, with concentration in Health Information Technology. She is fluent in Portuguese and Spanish and lives in Orlando, FL.
Fred is Senior Vice President, Liability and Auto with ACM. He is responsible for the overall operations and performance for the Auto and Liability programs at ACM.
Fred began his career in the insurance industry as an independent adjuster in 1999, working his way into a leadership role with a national insurance agency where he led their risk services team. He joined Brown & Brown in 2007 as a senior claims specialist specializing in the public entity arena to include automobile liability, general liability and employment liability with an emphasis on complex matters involving litigation management. Promoted to vice president, he became a subject matter expert on first- and third-party property losses with an emphasis on policy review and coverage interpretation. In 2021 Fred joined ACM as Vice President, Property & Casualty overseeing the day-to-day operations and performance within the Commercial Property program. Throughout his career, Fred has focused on providing outstanding customer service to external and internal customers and partners.
Steve leads our claims administration and support teams, as well as our claim system development project team. His team provides claim support for all lines of business, including call center, claim setup, FNOL, payment funding and processing. The project team manages all requests for process changes and enhancements to the claim system. In addition, Steve is responsible for client implementations and company audit reviews, both internal and external.
Steve has a strong background in finance and operations. He began his career in public accounting, focusing in the retail, financial services and entertainment sectors. He transitioned to Corporate Accounting as part of Internal Audit, where he specialized in fraud reviews, compliance audits, and mergers and acquisitions. Steve has over 25 years as VP Finance/CFO for several companies, where he worked with executive management to develop controls and procedures to enhance overall operations. Steve joined the Brown and Brown family in 2014, and was part of the management team for their property claims field appraisal services. In 2017, Steve joined ACM as part of their leadership team. Throughout his career, Steve has focused on providing outstanding service and business partnership to both external customers and internal partners. Steve has a bachelor’s degree from Rutgers University.
Maureen brings 31 years of strong claims handling and management experience in the insurance industry. Her insurance career began in 1988 at Crawford & Company, handling claims. She was claims manager for CIS Financial Inc. for 13 years, managing a large staff of claims professionals.
Maureen is involved in litigation management, complex coverage analysis, establishing claims handling protocol, claim system enhancements and executing regular claim audits for all lines of coverage.
Her professional designations include Chartered Property Casualty Underwriter (CPCU), Associate in Claims (AIC), Associate in Risk Management (ARM) and Associate in Risk Management for Public Entities (ARM-P). Maureen maintains adjuster licensing in 26 states and holds a Colorado Producer license. She is an instructor for the CPCU Society, teaching both AIC (Associate in Claims) and CPCU (Chartered Property Casualty Underwriters) courses.
As Vice President of Managed Care, Cheryl leads the organization by overseeing the professional operations of Managed Care – Telephonic Case Management, Field Case Management, Provider Relations and Utilization Management including Medical Bill Review. She is also responsible for ensuring all accreditations are maintained, included the URAC accreditation for Workers’ Compensation Utilization Management. Cheryl has successfully implemented many large programs. She believes that developing strong relationships is the foundation for growth. Her experience coupled with her energy and leadership skills bring valuable assets to our organization.
Cheryl has 38 years’ experience in nursing. Her clinical background included critical care nursing, cardiology and various positions in the OR. She has spent the last 19 years in workers’ compensation case management and utilization management for Brown & Brown. Cheryl entered this field as a telephonic case manager and has help multiple management positions.
Lorna has been in the insurance industry for more than 25 years and most recently held the position of Vice President of Claims for TMHCC Specialty Group in Wakefield, MA.
In that role Lorna was responsible for oversight of P&C and Specialty (Contingency) claims, including Event Cancellation, Weather, Promotions and Special Event Liability. In her management of claims for the Special Event Liability Program, she interacted with ACM staff almost daily for the past nine years, building solid professional relationships and many friendships.
In her new role as Vice President of Client Relations, Lorna looks forward to connecting with our key business partners to learn about their businesses and their priorities. Her goal is to work with important clients and the existing ACM team to maximize customer service and deliver the best claims experience, across the board.