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Account Services Team

For your convenience and peace of mind, we’ve created a new level of customer service for your convenience. Our Account Services Team can assist with insurance, training, research, development, capital, and more – with just one call.

Now you have a single point of contact when you need it most. All of your HAI Group questions will be answered, quickly and easily.

Ken Merrifield

Director of Account Services

Ken has been with HAI Group since 1999. He has worked in Underwriting, Marketing and Agency Operations during his tenure. Ken is a licensed producer in Property & Casualty and a Public Housing Manager (PHM) designation. He has a Bachelors’ of Science Degree in Business Economics and a Masters’ of Science in Organizational Management and Communication.

Caroline Ruiz

Regional Manager, Sales Account Services

Caroline Ruiz has over 35 years of experience working within the insurance industry; previously holding positions with several national insurance carriers, including Guilford Specialty Group, Royal Sun Alliance, Aetna International, and Aetna Property and Casualty. She joined HAI Group in 2010, where she managed territories for the Affordable and Public Housing Program. Most recently, Caroline was charged with developing and nurturing relationships with insurance agents while building a profitable book of affordable housing accounts. She is a licensed Property and Casualty Insurance Producer, and holds a Certified Professional Insurance Agent (CPIA) and Public Housing Management (PHM) designation.

Steve Burlingame

Regional Manager, Sales Account Services

Steve Burlingame joined HAI Group in May 2016 after having spent the previous 12 years in numerous roles at a top five nationally ranked Property & Casualty carrier. Steve is a licensed producer in Property & Casualty as well as Life and Health. He received a bachelor degree in Business Leadership and Organizational Development from the University of Massachusetts-Amherst and is currently working toward completing the Public Housing Manager (PHM) designation.

Jeff Nielsen

Account Consultant

Jeff has been with HAI Group since 2013. Prior to joining the Account Services Team, he partnered with Underwriting as an Insurance Service Coordinator to provide support to existing Member accounts as well as new business accounts. His duties included completing monthly renewal set ups, producing quotes, assembling policies, and responding to insurance certificate requests. Before his time at HAI Group, he worked at The Hartford for five years in the new business department and as a customer care special services representative. Jeff is a licensed producer in Property & Casualty and earned a Bachelor’s of Arts Degree in Mathematics.

Jennifer Humphrey

Account Consultant

Jennifer Humphrey joined HAI Group in 2016 and prior to joining the Account Services Team, worked as an Insurance Service Coordinator, providing support to existing member accounts, as well as new business accounts. She has over 20 years of experience in the insurance industry working in both personal and commercial lines. Prior to working with HAI Group, Jennifer worked for The Hartford and State Farm, as well as a variety of local agencies. She is a licensed Property and Casualty and Life/Health Insurance Producer and holds a Small Business Coverage Specialist (SBCS) designation.