| CAREERS BLOG
Charles Fellows
April 2026
My name is Charles Fellows, and I’m a Supervisor in Claims Quality Assurance at Tower Hill Insurance.
My Role and Background
I started in the insurance industry in 1993 with Nationwide, here in Gainesville, after leaving the U.S. Air Force. Early in my career, I was part of Nationwide’s CAT team, traveling across the country handling claims. It was demanding work, 12-hour days, three weeks on and one week off.
After four years of constant travel, I decided I wanted to stay closer to home and spend more time with my family, especially our grandkids. That decision led me to Tower Hill.
“In my 30+ years in the industry, I’ve never seen a leadership team as committed to both the growth of the company and the well-being of its employees.”
What I Do at Tower Hill
As a Claims Quality Assurance Supervisor, I oversee a highly skilled team responsible for reviewing property and liability claim files handled by both W-2 and 1099 adjusters. We also conduct vendor expense audits twice a year and lead quarterly calibration sessions with property and liability managers to ensure consistency and accuracy in our evaluations.
In addition, we serve as corporate representatives in trials when needed, which adds another layer of responsibility and impact to our work.
Leading my team is one of the easiest parts of my job. Each team member is a consummate professional, hand-picked, highly experienced, and motivated to deliver quality work. My role is to set clear goals and give them the support they need, then trust them to execute.
What I Enjoy Most About My Work
The most rewarding part of my job is watching both new and experienced adjusters grow in their roles. Seeing their file handling improve and their scores increase over time is incredibly fulfilling.
I also really enjoy the rebuttal process. It gives desk adjusters the opportunity to challenge our findings if they believe something was missed. The passion and zeal they bring in their rebuttals is so encouraging!
Why Tower Hill?
What sets Tower Hill apart, in my experience, is the leadership. In my 30+ years in the industry, I’ve never seen a leadership team as committed to both the growth of the company and the well-being of its employees.
That starts at the top with William Shively and Kirk La and extends throughout the organization. There’s a genuine sense of collaboration and shared purpose that makes this a great place to work. I’m excited about the continued growth of Tower Hill and what that means for the future. Seeing the company reach the next level, like becoming a $2 billion organization, is something I’m proud to be a part of.