Who We Are
A Commitment To Service Excellence
At ICS, we are dedicated to providing exceptional claims handling, featuring prompt investigations, accurate reporting, and efficient follow-up. Our commitment to excellence drives our approach.
With decades of experience and a commitment to continuous improvements, ICS leverages state-of-the-art technology and on-going quality control. Our skilled team and training programs have allowed us to consistently provide fair, accurate, and timely settlements for all insurance claims.
Our Service Area
As a leading multi-line adjustment company in New England, we are committed to delivering exceptional claims handling services. With adjusters and investigators strategically located throughout the region, we ensure fast and efficient response times for our clients. Our team of experienced professionals is dedicated to ensuring that each claim is adjusted promptly, cost-effectively, and with the utmost precision to meet the unique needs of our clients
Our Headquarters
22 Water Street,
Westborough, MA 01581
1 (800) 863-5950
The ICS Way
Meet Our Team
Our varied professional backgrounds and combined industry experience provides you with specialized knowledge and insight that is both extensive and unbiased.
Management
Paul M. McDonagh
President
In 1992, Mr. McDonagh founded Independent Claims Service, Inc. an independent, service-oriented, multi-line adjusting company. He has worked in the construction and insurance industries for over 35 years. In addition to being a Licensed General Contractor and Certified Real Estate Appraiser, he is also an expert in the handling of environmental, large loss property and liability claims.
Michael J. McDonagh
Director of Strategic Planning and Operational Effectiveness
Mr. McDonagh has established two consulting firms since 1993. The first, NAC Technologies, created PC based modular customized software solutions for several service industries. He is the Director of Strategic Planning and Operational effectiveness since joining Independent Claims Services.
Gale E. Kingsbury
Assistant General Manager
Ms. Kingsbury has been in the insurance industry since 1993. She worked for an insurance agency for 5 years. She has a vast knowledge of the personal and commercial insurance policies, guidelines and procedures required by our various clients. She oversees all the day to day administrative operations.
Property Specialists
David O. Plantinga
Large Loss Manager
Mr. Plantinga has been in the insurance industry since 1988 starting at one of the largest insurance carriers in Massachusetts. Mr. Plantinga has 23 years of property claims adjusting experience, with his last 8 years as a Consultant handling large, complex property claims. He presently oversees the day-to-day operations of the property adjusting staff marketing and agency relations. Mr. Plantinga is a graduate Vale Tech Institute.
Tobey Dillon
Property Claims Manager
Mrs. Dillon brings with her many years of experience working for insurance carriers and independent insurance adjusters previously working as claim adjuster, marketing administrator, CAT loss manager and a senior executive administrative assistant. Tobey’s responsibilities include managing the property team and working with the management team on various projects to improve operations.
Joanne Lamey
Supervising Adjuster
Ms. Lamey has been in the insurance industry for 40 plus years. She has worked for Insurance carriers, Independent Adjusting firms and E.B. Horn Replacement Service. Her positions included Property Claims Manger, Director of Marketing and Field Adjuster. Joanne will be working as a Homeowner Field Adjuster and Marketing Representative for ICS.
Michael Leavey
AL-PD and Contents Claims Supervisor
Mr. Leavey has been in the insurance industry since 1980, working for 3 national carriers. He has handled private-passenger and commercial auto, property, general liability and product liability. He recently joined ICS after 25 years as a claim manager. He is a graduate of UMASS –Amherst, with post-graduate work at UMASS-Amherst, Yale University and Harvard University.
Gary P. Cournoyer
Adjuster, Licensed Construction Supervisor, & Licensed Estimator
Mr. Cournoyer has over 20 year background in the residential and commercial construction industry. He is a large loss specialist handling property claims. He is HAAG certified for roofing and siding. He is a graduate of Nichols College and Vale Tech Institute.
Daniel P. Lyons
Senior Adjuster
Mr. Lyons has been in the insurance industry since 1973. He has worked for both insurance carriers and independent adjusting firms during his career. He specializes in Homeowner Property, Casualty and Contractor Liability claims.
William Manchinton
General Adjuster
Mr. Manchinton has over 35 years of experience working for both insurance carriers and independent adjustment firms. He is a General Adjuster specializing in the handling of large Personal and Commercial Property claims and Time Element Losses. He has served on numerous Reference and Appraisal panels. He is a past Vice Chairman of the Adjusters Round Table of Boston and Past President of the Independent Insurance Adjusters Association of Massachusetts
Todd Smith
Regional General Adjuster
Mr. Smith joined ICS with over 20 years of experience working with major insurance carriers and independent adjusting firms. Todd has advanced training in the use of Xactimate. In addition he has handled a considerable number of complex claims and CAT losses.
Wesley V. Hero
Claim Representative, Certified National Flood Adjuster
Mr. Hero has been in the insurance industry since 1998. He specializes in water damage, mold and complex property losses for both personal and commercial line policies. He is a Certified National Flood Adjuster. He attended Worcester State University and Vale Tech Institute.
Richard J. Patterson
Claim Representative, IT Department Supervisor
Mr. Patterson has been with Independent Claims since 2003, currently serves as our in-house research specialist and analyzer. He is a 3rd party specialist in highway and infrastructure, trees, utilities, small business losses experience. His extensive background in computer technology has afforded him the position of IT Department Supervisor. He has a Bachelor’s Degree from Niagara University. He holds two Master’s Degrees from Northeastern University in Clinical Chemistry and Medicinal Chemistry.
Charles F. Meagher
Claim Representative, Licensed Construction Supervisor
Mr. Meagher has been working in the construction industry since 1993. He has extensive experience in utility line installation and construction of both residential and commercial properties. He presently is handling first and third party property damage claims. He graduated from Vale Tech Institute.
Nicholas Coyle
Claim Representative
Mr. Coyle has over 15 years as a Restoration contractor and 7 years in the Insurance industry. He has extensive experience in Mold Remediation. Mr. Coyle is IICRC certified in Water Damage Restoration, Fire & Smoke Restoration, and Applied Structural Drying. Mr. Coyle handles first party property claims out of our New Jersey office.
Pam Phillips
Claim Representative
Ms. Phillips has been in the insurance claims industry for almost 20 years working as an independent adjuster her entire career. She handles small to moderate size first and third party property claims. She is a graduate from the Mass College of Liberal Arts with a Bachelor of Art degree in English/Communications.
Stephen Charette
Claim Representative
Mr. Charette joined the Massachusetts State Police in 1982. He joined Independent Claims Services in 2012. He comes with specialized training from the University of Florida in crash reconstruction. He has hundreds of investigations in both commercial and personal motor vehicles. He has 12 years as an instructor at the Massachusetts State Police Academy. Mr. Charette is currently handling Automobile Liability – Property Damage claims.
Wesley H. Buckalew
Claim Representative
Mr. Buckalew has been in the insurance industry since 1998. He has experience working in the fields of sustainable building, wetlands restoration, heavy equipment operation and agriculture. He is currently handling Automobile Liability – Property Claims and is part of our contents inventory team.
Nicole Percuoco
Claim Representative
Ms. Percuoco has been in the insurance claims industry since 2008. She worked for an independent claims company initially handling bodily injury claims, first and third party property claims. She works primarily with first party property claims, but does handle third party property and liability claims. She graduated from Seton Hall University with a dual major Bachelor of Science in International Relations and Diplomacy and Bachelor of Arts in Italian Studies.
Mark Gottwalt
Adjuster
Mr. Gottwalt has been in the construction industry for many years. He specializes in complex property losses for both personal and commercial lines policies. He is USAA Certified, State Farm Property Certified, and California Earthquake Certified. He is a graduate of Saint John’s University and Mile High Adjusters.
Mark Abraham Jr.
Adjuster
Mr. Abraham began his career in the Property Casualty Insurance Industry in 2001. He has extensive expertise in construction, estimating and coverage analysis. He specializes in both Personal & Commercial lines property losses.
Terrence Murphy
Claim Representative
Mr. Murphy has been with Independent Claims Service since 2015 and handles first party homeowner claims as well as third-party automobile liability – property damage claims. Mr. Murphy is a graduate of the University of New Hampshire and holds a degree in accounting. He is also a graduate of Vale Tech Institute.
Matthew Murphy
Senior Claim Adjuster
Mr. Murphy has over 20 years of experience in property claims working with both carriers and independent adjusters. In addition, Matthew has also served on multiple CAT teams nationwide and has prior experience working in the construction field.
Liability
Robert C. Karlstad
Multi-Line Adjuster
Mr. Karlstad has been in the insurance industry since 1984. He has worked for multiple carriers working in various multi-state jurisdictions as a casualty adjuster specializing in general liability, personal lines, automobile, truckers, workers compensation, environmental and litigation. He has an Associate’s Degree from Cape Cod Community College.
Environmental
Jack Leone
Claims Manager, Environmental Division, Liability/S.I.U. Division
Mr. Leone has been in the insurance industry since 1974. He has been handling environmental claims since 1980 as an adjuster, supervisor, manager and home office consultant. Jack helped create case law as a charter member of the Environmental Claims Manager’s Association and the Insurer’s Environmental Liability Association. He assisted a major insurer in the creation and implementation of their policy positions, as well as trained and managed environmental claim adjusters across the country. He handled and negotiated major Superfund claims, Mega Declaratory Actions, toxic torts and property damage claims for major carriers.
Scott A. Masse, LSP
Environmental Claims Adjuster, Licensed Site Professional
Mr. Masse has over 18 years of experience in the New England environmental contracting/consulting industry, with 12 years as Environmental Project Manager specializing in site assessment and remediation prior to joining ICS in 2011. Scott utilizes his consulting and professional experience to work with the insurance carriers, policy holders and their agents, environmental contractors and professionals to facilitate the environmental claims management process. Scott has a Bachelor’s degree from Wesleyan University in Middletown, Connecticut. He has OSHA 40 hour HAZWOPER certification and is a Licensed Site Professional in the Commonwealth of Massachusetts.
In-house Experts
Roland A. Messier III
Estimating Specialist
Mr. Messier has more than 15 years of experience in the construction, insurance restoration and insurance industries. He is a Massachusetts registered and licensed General Contractor. He currently assists other adjusters on complex losses. He trains our other adjuster using the Xactimate software. He is IICRC certified in water, fire, smoke mitigation and mold remediation.
Ernie Kapatoes
Senior Loss Control Consultant
Mr. Kapatoes joined ICS after 23 years working as a large loss property examiner for a major carrier. Ernie spent 4 years working with General Liability claims and brings with him 20+ years working as a Project Manager.
Ernest F. Jost, Sr.
Structural Engineer/Project Manager, MA Registered Professional Land Surveyor
Mr. Jost has 50 years of experience as a structural and Project Engineer. He was City Engineer for the City of Attleboro and Chief Engineer for McDonalds Corporation before joining E. J. Cross in Worcester Ma where he was Chief Engineer for 18 years of his 29 years of service. He joined Cutler Associates of Worcester as Senior Project Engineer, retiring after 11 years. A graduate of Northeastern University with a BSCE. He is a licensed Construction Superintendent, and Registered Professional Surveyor. He was a Member of the American Institute of Civil Engineers.
David Wong
Contents/Inventory Specialist
Mr. Wong has an extensive background in content evaluating and memorabilia, specializing in the area of sports. He is a member of the contents evaluation team.