About Us

Claim Toolkit provides professional claims organizations with training, software, knowledge management and process support services proven to lower costs and improve operating results. Throughout the entire claim process your claim staff has the right information and the support they need to make the right decisions and pay the right amount.

Resources and Education

Claim Toolkit has over 25,000 constantly updated legal, medical and technical resources organized for fast internet access: Accurate labor & material costs, comparative & contributory negligence case law, fraud detection tips, depreciation tables, medical injury valuations, current content replacement valuations and more-we make it easy for your claims reps to get the right information and make the right decisions.

Need help finding the answer to a complicated claim question? Our Help Desk is staffed with industry experts to assist your claims reps with specific claim questions as well as application and software support.

Total Claim Support

The Claim Toolkit provides a framework for investigation, assessment and negotiation on a comprehensive list of loss types covering auto, commercial and homeowners. Accurate claim payments are improved through:

Consistency from rep to rep and claim to claim
Efficient, complete investigations that preserve the key facts
Accurate assessments that give realistic ranges for settlement
Negotiation strategies and case-specific word tracks that increase rep confidence and skills

Integrated Performance Training

Tailored for your needs, Claim Toolkit helps you train, manage and evaluate your staff through leading performance-driven processes and industry best practices. We have developed a unique taxonomy that allows us to train concepts and then point the claim rep to the correct information for that jurisdiction and loss type. By taking the concepts and applying the specific contract language, laws and facts, claim reps can quickly make the right decision, right now.

Customer Service and Satisfaction

We believe no amount of automation will ever replace the human interaction needed to reduce the personal trauma and economic costs of loss and catastrophe. Claim Toolkit teaches active listening and communication skills. Claim reps learn how to deal with grief and loss issues and how to use carefully selected questions, neutral facts and independent industry sources to position claims for positive and cost-effective settlements. Effective training methods improve employee attitude and performance and lead to increased customer satisfaction.

Company Background

T. Mark Fay, the founder and sole owner of Claim Toolkit, is a market leader in providing performance driven resources and problem-solving support for the insurance claims industry. His background includes ten years of experience with Progressive Companies, including six years as Corporate Claims Branch Manager.

Mr. Fay was responsible for developing Progressive's revolutionary 24 Hour Claim Service and was a part of the design and implementation team for their PACMan claims management system. After leaving Progressive, he served as a Director at CCC Information Services and designed and developed Claims Management Systems for a small software company in Los Angeles. Claim Toolkit is the culmination of his years of education and experience in working with senior insurance executives, helping them find cost-effective solutions for improved claims performance and lower claims payments.

Claim Toolkit: Lower Costs. Improved Performance. Impressive ROI…The missing piece of the cost improvement puzzle you’ve been looking for!

Success in the Words of Our Customers

“As I work with more and more vendors, I can honestly say that your company is the best partner I have dealt with. I know that you understand the dynamics of the environment and the pressures for results, but your team is also sensitive to sincerely helping us to get where we need to be. And it is working!”

Kim F., Director of Casualty,
Top 25 Auto and Homeowners Carrier
600 Person Claim Department

“Your Auto product has been a fantastic tool for us for several years. It is a night and day difference in how we investigate and negotiate liability. Now that we have trained our property team on your new version we are having much better investigations on homeowner’s property and casualty losses. Our dog bite improvement alone appears it will pay back our cost – in the first two months! And the fraud training on slab claims, jewelry and small fires looks to be equally impressive. Congratulations on building a great product that any claim professional could really benefit from. Next year we will be ready for your Commercial Lines version!”

Mike R., Director, Claims Operations
Regional Personal and Commercial Lines Carrier
225 Person Claim Department

“I just completed my Cost Benefit on the first year of our performance improvement effort to get approval for year two. For every dollar we paid you my company got back 27 – in Subrogation alone! Make sure you address next year’s invoice to the new Vice President of Claims - me.”

Phil B, Vice President, Claims
Regional Personal Lines Carrier
100 Person Claim Department

“This project is widely seen by everyone in our organization as one of the most successful we have ever completed. It is pretty phenomenal what the Claim Toolkit has done for us. We need to add another 1,000 people in the next three months. You wanted this to go big – it’s going bigger then big.”

Gail S., Director of Property Damage,
Top 5 US Auto / Homeowners Carrier
10,000 Person Claim Department

“We are very pleased with Claim Toolkit. So are my actuaries.”

Bill D., Claim Vice President,
Non Standard Auto Carrier
1,400 Person Claim Department