Profile | About Carl Van

Now is the time to reintroduce the word “customer” into “customer service.” Carl Van is one of the most highly sought-after keynote speakers and presenters at claims conferences in the U.S. and Canada. He has dedicated his life to studying the claims organization, developing classes and programs to improve the success of individualsworking in the industry. But Carl’s extensive knowledge extends far beyond the insurance industry. His commitment to improving both employee and customer experience has made him a leading expert on topics such as company morale, time management, business communication, and customer service—important and timely no matter the industry. The best way to improve an employee’s performance is by inspiring him to improve himself. Though his topics are serious, Carl keeps audiences interested and entertained using audience participation, real-life examples, and the right amount of humor. Through interactive and engaging presentations, Carl shares his wit, wisdom, knowledge, and sixth sense for dealing with people, whether those people are co-workers, customers, or casual acquaintances. Look for ways to make something work rather than searching for why it won’t. Carl’s most requested topics revolve around customer service, employee motivation, and coaching for managers. Specific topics include:

  • The Customer Service Standards: 5 Things to Never Forget
  • Practical Negotiations: Stop Arguing and Start Agree
  • Real Life Time Management
  • Improving Your Attitude and Initiative
  • What Customers Hate—and Why We Do It
  • Trust Me: Effective Ways to Gain Credibility
  • Listening Skills: How to Avoid Missing the Point
  • Teamwork: Ways to Reduce the Work Created by Individualism
  • Handling Your Difficult Employees (Without Threats and Violence)
  • Effective Delegation: Why People Hate It When You Delegate, and How to Change That

Performance is a combination of 80 percent attitude and only 20 percent ability. Along with being the keynote speaker at major conferences around the country, Carl Van is a trainer at an international U.S.-Japanese executive training program, guest speaker at hundreds of claims association seminars, and opening presenter at some of the most prestigious conferences in the nation including the ACE national conference.

Carl began his business career in 1980, quickly moving up the management ranks to Vice President/General Manager of a 600-employee company. He is currently President & CEO of International Insurance Institute, a company dedicated to the enhancement of the insurance claims industry and now widely considered the single best claims training company in the U.S. and Canada.

Carl has been an instructor for numerous educational associations and is the author of over 75 technical and soft-skill workshops taught throughout the U.S., Canada, Newfoundland, and U.K. He has designed 5 in-house training programs for companies throughout the nation and written over 50 articles for numerous national magazines.

Carl Van is owner and publisher of Claims Education Magazine; the author and presenter of four online video training courses; and the author of The 8 Characteristics of the Awesome Adjusterand Gaining Cooperation, two highly acclaimed books on the characteristics of truly exceptional employees. His books have sold in numerous countries including the U.S., Canada, Guam, Australia, England, Ireland, Singapore, Chile and India.

Carl is the Dean of the School of Performance and has served as Regional Vice President of the Society of Trainers and Educators. Other credits include being an arbitrator, licensed agent, TASA certified expert witness for insurance bad faith lawsuits as well as national auditor for a federal regulatory agency.


  • Claims
  • Claims Education Magazine
  • Claims Advisor
  • Claims People
  • The Subrogator
  • The National Underwriter
  • California Insurance Journal


  • The 8 Characteristics of the Awesome Adjuster
  • Gaining Cooperation: Some Simple Steps to Getting Customers to Do What You Want Them to Do
  • The Claims Cookbook
  • Attitude, Ability and the 80/20 Rule
  • Claims Education Magazine(Owner & Publisher)

Memberships & Associations

  • National Speakers Association
  • Claims Education Conference, Board President
  • International Claims Executive Academy, Board President


  • “Most Dynamic Speaker,” 2009 ACE Awards


Bernie Rosauer, Claims Director, Ameriprise

No one, before Carl Van, was able to bring such meaningful information to our employees in such a direct way, using real-life examples. The lively style, quick wit and humorous stories and examples were right on point and just what our company needed.

Scott Jurek, Executive Directore, Westfield Group

We have had literally hundreds of guest speakers in the past, all top quality. But Carl Van's performance was without a doubt the most poignant, thought provoking and entertaining session we have ever had.

Wendell Lambert, Administration Manager, Texas Farm Bureau

Carl Van brings a unique and refreshing style to his very dynamic presentations. He is able to relate his high-level theories to all levels of employees within the organization. The information he provides is interesting, helpful, and useful right away.