Herb Peck entered the insurance field during the turbulent '60s, and readily credits the influence of several important people in his life for steering him in such a constructive direction. In college, he majored in Business Administration with a concentration in finance and insurance. After attempting several areas of life insurance underwriting, property and casualty sales, he was introduced to the claims side after a personal experience with an automobile claim of his own. The claims side of the business has been his career and avocation for 32 years. Recently, Peck was gracious enough to answer questions for Restoration Report about his career and his views on the industry.

Restoration Report: Can you tell us about the market you serve?
Peck: We serve New England. New London County Insurance Companies was founded in 1840, primarily as a farm insurer that later evolved into a homeowner's insurer. In 1975, I was the thirteenth employee of this fine, small mutual carrier. Today, we have over 100 employees. It has been an exhilarating experience to grow with this company in status and in size.

Restoration Report: What do you enjoy most about your job?
Peck: During the magnificent growth period of the last 25 years, I have enjoyed the people who have been a part of my career and all of those people we serve as an insurance carrier. I truly believe that it's the claims industry - those who have the dealings with the public at large - who make the industry perk and who represent the reason people purchase this service/product.

Restoration Report: What are you particularly proud of having accomplished in your career?
Peck: In order to maintain a high standard of service during this quarter century of growth, it was my responsibility to maintain a motivated claims department. In 1975, our claims unit was comprised of two people. Today, we have 20 people who handle all lines of adjustment situations.

I'm also proud of some other accomplishments, including the development of computer technology to better serve the public, maintaining a competent staff without an exorbitant amount of turnover, and being responsible for the development and coordination of our new home office construction.

Restoration Report: What are your biggest challenges?
Peck: The biggest challenge for small insurance carriers today is maintaining growth with profits and being able to survive by doing business as we always have. I predict that in five, ten, and even 15 years there will be fewer insurance agents and insurance carriers where individuals can purchase insurance as they have in the past or even do today. The competition is severe and for anyone to survive, it seems that "bigness" is the answer.

Restoration Report: Do you have any advice for people who are entering this field?
Peck: The future, albeit much different from today's standards, will require fewer people and more technically competent individuals to carry out multi-faceted tasks. The future will .require people to have advanced degrees and to be specialists in their chosen fields. In my opinion, the days of the of the small independent agents are doomed and there will be only larger agents, some owned by the insurance carriers, with the appropriate specialists. Many insurance companies will be dispensing their services via the internet or some other technological media not invented yet.

Restoration Report: What other trends do you see ahead for the insurance field?
Peck: Some other trends that will occur are the continuation of over regulation by the states and the Federal government, and the possibility of larger corporations becoming self-insured.

Restoration Report: What do you look for in a restoration vendor, or in any vendor?
Peck: In today's market, vendors are relied upon heavily. ServiceMaster is one of the vendors I often rely on for disaster restoration services. An excellent vendor must be technically astute, service oriented, and reliable. Vendors must also possess integrity, professionalism, and practice fair pricing. When we need to use or recommend several, these are the qualities that are important to us in the adjustment process. ServiceMaster demonstrates all of these qualities, which is why we often turn to them.