Loss Adjusting Case Manager

• Apr 2022 - Present

Claims Senior Relationship Manager

• Oct 2019 - Apr 2022

• Claim lodgement liaising with clients with the initial claims notification process, lodging the claim with insurer and thereafter proactively monitoring the progress of the claim completion. • Claim management including end to end management of claims in accordance with settlement authorities provided by Carriers and Cover Holders • Effective and efficient communication to all key stakeholders • Delivering technical competent support and advise to all stakeholders • Compliance will all company policy, procedures, and guidelines • Following Industry Best Practice • Technical advice-assist the company to establish and maintain an effective ongoing relationship between the company and its clients • Assis in the training and development of Claims Examiners • Report management – prepare claims activity reports for management as and when requires • Review all declines before sending to clients • Manage all disputes and negotiations • Be available to assist the team with technical questions, day to day management and help is thinking outside the square • Be involved in projects within the company to provide smart working tools and training where required

Claims Examiner

• Jan 2019 - Oct 2019

• Liaise effectively and efficiently with all stakeholders (in & outbound calls and emails) • End to end of management of claims in accordance with policy limits • Claim lodgement via phone • Mange claims up to $100,000 • Fast tracking claim settlements up to $10,000 • Negotiate settlement • Manage declines • Manage disputes and complaints • Authorising repairs and replacement • Determine any recovery & salvage potential and action accordingly • Referral to Investigations if file needs to be investigated • Maintain 20-day SLA for all active claims in my portfolio • Adhering to privacy and compliance issue • Taking responsibility of upskilling and developing my knowledge base to manage my work in proactive and above accepted levels • Interpreting policy coverages correctly to determine liability in accordance with policy wording • Manage all incoming correspondence via phone & email to maintain response SLA of 2 days. • Maintain effective file notes with clear claim management plan • Review reserve each time claim is touched • Learning, understanding and maintaining business processes and requirements to maintain KPIs

Claims Manager

• Jul 2018 - Jan 2019

• Liaise effectively and efficiently with stakeholders • Deliver support and advice to stakeholders • End to end of management of claims in accordance with policy limits • Follow industry best practice to continue to differentiate • Follow up insurers to get results • Reviewing all declines before forwarding to clients • Improving system and process to work smart and proactively • Dealing with disputes and escalations • Attending regular meetings with clients, insurers, repairers and assessors • Managing my own portfolio of claims from lodgement to completion • Manage claims team performance • Weekly report to account managers

Claims Team Manager

• Jul 2014 - Jun 2018

• Management of claims team with 4 staff • Manage 2 external claims team • One on one reviews and KPI managements • Weekly reporting to Management with claim updates • Monthly updates to strata managers and direct clients on active claims • Involved with negotiations on settlements • Implementing new procedures • Creating innovative training materials for staff and clients of policy coverage • Attending regular meetings with clients, insurers, repairers and assessors • Dealing with day to day running of the claims team • Managing my own claims portfolio of prestige clients from lodgement to completion • Reviewing all declines before forwarding to clients • Dealing with disputes and escalations • Complying client feedback from claim surveys upon completion of the claim to improve our service • Improving system and process to work smart and proactively

Property Claims Advisor

• Sep 2013 - Jun 2014

Claims Officer

• 2007 - 2008

• Inbound/outbound calls to internal and external customers • Settling claims up to $30,000 • Determining liability in accordance with policy wording • Determine any recovery potential and action accordingly • Referral to Investigations if file needs to be investigated • Adhering to privacy and compliance issue • Assisting Team Leader when she is out of the office – i.e. disputes from customers, staff queries. • Budding with new staff to train them in the systems and processes/procedures • Delivering exceptional service to customers • Guiding customers through the claims lodgement and settlement process • Working with staff and helping them with any questions they may have on processes • Informing insured of claim coverage and send decline letters • Dealing with disputes team