Jolene Casatelli

Casatelli is a tenacious, decisive claims executive with more than 20 years of claims, customer experience (CX), operations, and legal experience. During her career, her leadership has helped multiple insurance organizations translate front-line understanding of challenges into opportunities to surpass financial business goals.

At Co/Action, Casatelli drives the company’s claims strategy with an eye on compliance with reinsurance claim practices, maintaining the agility to respond to industry risks, and oversight of the company’s entire claims operation, including technical and support for all lines of property and casualty (P&C) business.

Prior to joining Co/Action, Casatelli worked her way up through the ranks at Utica National Insurance Group holding successive leadership positions as managing claims and litigation management attorney and director of workers’ compensation and field claim operations. She was promoted to AVP in 2001 and served as the company’s associate general counsel from 2012 to 2013.

Casatelli became Utica’s EVP and Chief Claims Officer in 2014. In that position, she focused on reducing a high combined expense ratio by identifying claim efficiencies, reducing ALAE and operational costs, and stabilizing incurring payment patterns. Over the course of her tenure, she developed a claims training program, digitized customer payments, reduced claims cycle times, implemented a claims data product, was a founding member of the company’s generative AI (GenAI) committee, and launched the company’s omni-channel claims customer service offering.

Casatelli was a director of Utica National Insurance Company’s affiliate companies from 2014 until 2024 and served as a board of director member for PLRB from 2021-2024. She attended the Albany Law School at Union University where she got her Juris Doctor (J.D.) before being admitted to the New York State Bar in 1994. She also has a Bachelor of Arts (B.A.) degree from the University of Rochester where she graduated magna cum laude.