Claims Examiner

• Sep 2022 - Present

Team Lead

• Nov 2020 - Sep 2022

I grew up in the Kootenays and have strong community ties here. I believe the combination of big city professionalism (and 25+ years insurance experience) with local knowledge gives me a special insight into the insurance needs of rural and agricultural properties. Having cut my teeth in Vancouver, I'm also comfortable with heritage houses and condominiums, useful in a diverse and developing city like Nelson. I'm so pleased to join the team at HUB (RHC) here in Nelson to support and service staff and customers alike. Show less

Claims Adjuster

• Jul 2020 - Nov 2020

As an experienced, multi-line insurance adjuster lucky enough to work in my home town of Nelson, BC, I was delighted to work with the amazing team at All Perils Claims, a BC firm with a reputation for service, efficiency and integrity. My passion: I genuinely enjoy helping people and provide a great customer experience, even with the news isn't the best at the end of the day. I have a talent for breaking down the real-world application of insurance contract language -- very useful when speaking to a homeowner ankle-deep in water. I represented All Perils Claims in the Southern Interior of British Columbia. Show less

Claims Adjuster

• Sep 2018 - Jul 2020

Taking care of policyholders through the claims process has long been my passion. I was thrilled to embark on an adjuster role with Claimspro here in Nelson, BC, where I could provide my exceptional service to the people and communities within the West Kootenay and Boundary regions. Taking care of policyholders through the claims process has long been my passion. I was thrilled to embark on an adjuster role with Claimspro here in Nelson, BC, where I could provide my exceptional service to the people and communities within the West Kootenay and Boundary regions.

Branch Manager

• Jul 2016 - Aug 2018

I was excited to bring my diverse experience to a community I love. I was excited to bring my diverse experience to a community I love.

Senior Telephone Claims Adjuster

• Dec 2014 - Jul 2016

I followed my heart back to claims -- it's where I started in the industry, and I'm not kidding when I've said that every role I've had since has been the preamble to a claim. My limited involvement with claims in my last role made me realize that providing exemplary claims service is something I both enjoy very much and excel in. I sincerely believe that when customers purchase an insurance policy, they aren't buying $0.40 in paper and a staple; they are buying the experience they have when things go horribly wrong. Their experience of their adjuster affects how they feel about insurance from then on. A good experience earns a customer for life; a bad experience poisons them against the whole industry. There's so much to love about being in claims: being on the front line, the fast pace, using my insurance knowledge, my compassion, and my communication skills to assist people through the process... or at least let them down gently. Handling multi-line claims keeps it interesting. I built relationships with vendors and brokers to our client's benefit. I documented files to an exacting standard (my own) and followed our claims processes. I enjoyed the opportunities I had to mentor and assist my co-workers. Show less

Agency Office Manager

• Jul 2010 - Jun 2014

As Agency Office Manager, I worked largely independently managing all functions of a small and busy storefront retail insurance office. I personally handled complex scenarios and high-value clients, which involved assessing need, investigating best options, and presenting the information to my clients. I also was able to jump in and handle any aspect of the sales process, from ICBC transactions to basic commercial insurance services. This ability to teach and lead by example as well as my breadth of experience in the insurance industry enabled me to tie disparate concepts together to bring new staff up to a high level of understanding in a short time. My office was designated as the place to send new corporate hires so that they would be brought 'up to speed' in Co-operators products and service expectations in short order. I had 4-7 direct reports at any given time. I mentored and trained staff to a high level while also ensuring personal and office service and sales expectations were met and exceeded. I developed workflow procedures to optimize staff talent and ensured accountability through regular performance reviews. My staff were loyal, knowledgeable, engaged, and -- under my tutelage -- effective salespeople. Staff turnover was low and my staff were promoted, to my delight. During my tenure, my team and I did residential home evaluations for 90% of our Homeowner clients -- over 450 RCTs. I personally did home inspections to ensure underwriting guidelines were met. Additionally, I handled office administration services: ordered supplies, maintained stock, handled cash and deposits, reconciled payments, and followed up on aged receivables. I read profit statements and customer metrics reports in order to target marketing and ensure goals were being met. Under my guidance, an office with challenges became successful by every measure, meeting and exceeding targets of profitability, service standards, internal loss ratios, retention, and growth. Show less

Senior Personal Lines CSR

• Jan 2008 - Jul 2009

I handled all personal insurance requirements for VIP, high-value, complex risk scenarios, and high-needs clients with extensive financial interests. I assessed need to the products available, did home evaluations, quoted, marketed, built relationships with underwriters, and compared coverage options to ensure my clients were insured properly. Lines included marine, private auto, travel, home and valuable articles, with a particular expertise in Chubb Insurance products. I also did ICBC transactions and assisted the Fleet Department in the busy season for ICBC fleet renewals for Construction and Road & Bridge contractors. Clients had great faith that I worked in their best interests which resulted in excellent retention and maximized cross sell opportunities. My experience allowed me to act as a resource to junior members of the department. Show less

Senior PL CSR

• May 2006 - Jan 2008

I handled every aspect of client servicing in a busy office, particularly insuring high value and unusually constructed homes within a paperless, direct-writer environment, as well as marketing, quoting and writing of small business, farms, watercraft, and auto policies. I also mentored staff reporting directly to the Branch Manager. I was frequently recognized for my success in upselling and cross selling on ICBC transactions, even though I was 'last up' to handle ICBC customers. I handled every aspect of client servicing in a busy office, particularly insuring high value and unusually constructed homes within a paperless, direct-writer environment, as well as marketing, quoting and writing of small business, farms, watercraft, and auto policies. I also mentored staff reporting directly to the Branch Manager. I was frequently recognized for my success in upselling and cross selling on ICBC transactions, even though I was 'last up' to handle ICBC customers.

Administrative Assistant

• Aug 2002 - May 2006

I worked at BFL during school breaks and part-time during the school year in a variety of departments: IT (including developing fillable forms in TAM, then crafting procedures and training staff in their use), Commercial Lines, Reception, Accounting (where I did deposits, reconciled company payments, aged receivables and special projects) and Personal Lines. My previous experience and competence with computers and systems allowed me to easily chip in in a variety of roles and departments. I worked at BFL during school breaks and part-time during the school year in a variety of departments: IT (including developing fillable forms in TAM, then crafting procedures and training staff in their use), Commercial Lines, Reception, Accounting (where I did deposits, reconciled company payments, aged receivables and special projects) and Personal Lines. My previous experience and competence with computers and systems allowed me to easily chip in in a variety of roles and departments.

Telephone Adjuster

• Aug 2000 - Feb 2002

I was approached by Cunningham Lindsey to work as a telephone adjuster handling casualty claims for several major retailers under their self-insured retentions. I had settlement authority up to $25,000 and carried a case load of approximately 80-100 claims. I was able to attend a two-week casualty adjusting course at Vale National School in Pensylvania where I obtained the highest mark in the class. I left this role to attend university full time. I was approached by Cunningham Lindsey to work as a telephone adjuster handling casualty claims for several major retailers under their self-insured retentions. I had settlement authority up to $25,000 and carried a case load of approximately 80-100 claims. I was able to attend a two-week casualty adjusting course at Vale National School in Pensylvania where I obtained the highest mark in the class. I left this role to attend university full time.

Claims Representative / Advocate

• Aug 1994 - Aug 2000

Stewarts Insurance was a small independent broker with a specialty in Commercial Real Estate/Strata insurance prior to being purchased by BFL Canada in 2002. I started as a commercial processor and soon became the claims assistant. By 1997, I was the Claims Representative myself with an assistant of my own. I developed written procedures and wrote a manual to train my assistant. As the Claims Representative, I examined and telephone adjusted claims for the in-house Lloyds program, including every stage of client contact, development of relationships with suppliers, and appropriate follow up to ensure a high level of customer satisfaction. Additionally, my role included acting as a Claims Advocate for our Commercial and Personal Lines clients. I initiated contact with claimants, explained the claims process, their coverage, specialized terms, and intervened with insurance companies and adjusters as needed to ensure clients received equitable settlements. This personalized handling generally resulted in a very good claims experience for our clients who saw the value in their insurance products. This, in turn, generated customer loyalty and retention. It was a very satisfying position to hold! I felt as though I made a significant different to our customers at a time of need and that experience influenced my conduct in every position I've held since. Show less