Monica Aquino has been involved in the claims preparation and claims management industry since 1999. She began as a claims coordinator then moved into claims management and development of Catastrophe Response and Recovery programs for large clients. Monica’s expertise is in commercial, large loss claims within the following industries: hospitality, complex multi-tenant, retail, steel, textiles, food processing, healthcare, wholesale distribution, real estate and manufacturing.

She manages relationships for national accounts and oversees all aspects of property damage and business interruption insurance claims for diverse clients throughout the country. Monica has managed claims with values up to $500M. She leads teams in preparing claims analyses for all aspects of a claim; interfaces closely with clients to understand loss damages/business needs, and collaborates with insurer representatives to present claims and request partial payments until final settlement is negotiated.

Monica manages the entire claims process beginning with disaster recovery. She orchestrates damage assessment efforts and monitors mitigation and reconstruction. Monica thoroughly researches every client and travels to loss sites to gain industry knowledge and review systems and operations. She acts as a liaison between insurer representatives and clients. She establishes and enforces protocols to manage workflow, proper communication and exchange of information. She reviews and approves claims prior to submittal to adjusters and insurance carriers. She reviews insurer measurements and works with all interested parties to resolve claim differences in order to maximize recovery and obtain final settlements.

Monica assists in developing Catastrophe Response and Recovery Programs for businesses that sustain multiple losses within a policy year. This includes the development of loss incident protocols for both losses below and above the deductible as well as the establishment of nationwide restoration contractor programs. This helps manage risk and streamlines the process for managing and tracking all aspects of a claim from occurrence to closure which leads to maximizing recovery, quicker advance payments and aids a business in returning to normal operations.

Aside from claims, Monica trains and facilitates special workshops to educate and create awareness for owners, their vendors, their internal departments and other interested parties.

Monica is currently the Managing Partner of HW3 Group, LLC, a consulting, training, and claims management firm. HW3 Group is a firm that supports restorers, property owners, brokers, facility and risk managers, and other owner representatives with loss management, administration, claim preparation, logistics, dispute resolution, and technical expert consulting.