Theresa joined PayneWest as a senior claims analyst in 2022 with nearly 15 years of industry experience prior to her start here. She began her insurance career with Safeco and Liberty Mutual, starting off working in the Safeco Gold department as a customer service representative and underwriting assistant and then moving into personal lines auto claims, where she spent a decade in progressively more complex roles from Adjuster to Unit Manager.Theresa has a passion for the claims experience, believing that this is “where the rubber meets the road.” How well the promise of insurance is executed upon in the event of a loss impacts—for better or for worse—customer loyalty, company profitability and agent/client relationships. It is her goal to find solutions that enhance the customer’s overall experience, regardless of the coverage decision. Theresa loves to facilitate understanding in the face of complex coverage or service issues and feels her most successful days are those in which she has had a hand in fostering and deepening client or colleague relationships. Theresa is a Northwest native, having been born and raised in Missoula, Montana, and living nearly her entire adult life in Northern Idaho. She currently resides in Post Falls, ID with her wife and fellow PayneWest colleague Alison Koch, where they frequently enjoy spending time with their four adult children (and their partners), seven grandchildren, two dogs and one cat. Theresa enjoys reading, creative pursuits of all sorts, hiking, kayaking, traveling and live music.