Paul McGee is the Executive Vice President at Toco Warranty. Toco Warranty is a vehicle service contract company and an AmTrust Financial Services company. Paul is a founding executive who built the company’s people systems, customer experience, training, and claims operations from scratch. He helped scale the business across direct-to-consumer and B2B channels. His focus is that culture drives customer experience, and customer experience drives the bottom line. Paul McGee spoke at the 2024 InsurTech Spring Conference on the panel “Winning More Group Business with Better Workflows,” alongside Ramsey Smith, Charlie Horn, Ben Yomtoob, and Nikki Cleves.
Paul has spent more than 13 years at Toco Warranty. He joined as National Customer Care Manager and rose through the company. He served as Director of Customer Experience and then Vice President of Employee Experience and Customer Success. He was named Executive Vice President in 2023.
Paul has a strong track record in customer experience and operations. He improved customer retention from 27% to 42%. He grew the company’s BBB rating to A+ with strongly positive reviews. He also built training programs that promoted five front-line agents into management. He leads with clear KPIs while focusing on the human dynamics that make teams perform.
Paul holds an MBA from Boise State University. He also earned bachelor’s degrees there, including in Theatre Arts. He says his theatre background shapes how he leads, teaching him to read a room and communicate with clarity.
Paul serves his Pasadena community as a Human Relations Commissioner and youth sports volunteer.
