Matt Patrick
Claims Manager at NFU Mutual Central-South Warwickshire and Pershore- Claim this Profile
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Bio
Credentials
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FIT - Award in Insurance
Chartered Insurance Institute
Experience
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NFU Mutual Central-South Warwickshire and Pershore
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United Kingdom
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Insurance
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1 - 100 Employee
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Claims Manager
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Feb 2018 - Present
NFU Mutual Central Warwickshire Agency (James, Price, Welton, Bird & Wheatley) My role as Claims Manager was established in the agency to ensure a consistent way of working, so that one person has oversight of all claims and to ensure the customer receives a fair and prompt outcome. As the agency has grown since my appointment the role now covers two offices and a claims team. Whilst I continue to handle claims on a day to day basis, it allows me to support our larger clients, provide claims MI to a wider selection of customers, and assist the team with regular technical and training support. My team and I are responsible for intimating new claims that we handle in the agency under delegated authority, instructing the relevant parties and seeing those claims through to conclusion. Alternatively, where required we instruct the appropriate service and assign the claim onto the relevant claims department to handle. By having a dedicated team dealing with the claims provides a regular point of contact in the agency should a customer have any queries, or in the event they must make more than one claim whilst they are a customer of NFUM they will have a familiar voice dealing with the claim. For our larger clients it offers a tailored service that they otherwise wouldn’t receive at other brokers, my position as the Claims Manager also acts as a client relationship role for our customers that fall below the £100k premium threshold. Whereby we can provide claims advice, claims assistance and monthly or quarterly claims reports. I was responsible for creating and implementing the agency claims process, as the business grew our claims operations needed to do the same and work at multiple sites. Due to the processes in place we smoothly transitioned and continue to expand seamlessly, whilst continually finding ways to improve our processes so that we can provide our members with the best possible service. Show less
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HSBC
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United Kingdom
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Financial Services
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700 & Above Employee
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Fraud Analyst
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Dec 2017 - Feb 2018
Use of internal systems and external software packages to monitor and review the world’s media, for any news that might put HSBC at either a reputational or financial risk. Undertake timely assessment of the connected parties for existing commercial customers. Utilise customer profiles to establish identity, Investigate media articles and analyse potential risk, and analyse third party relationships to customers. Work with quality and compliance teams to ensure accuracy. Use of internal systems and external software packages to monitor and review the world’s media, for any news that might put HSBC at either a reputational or financial risk. Undertake timely assessment of the connected parties for existing commercial customers. Utilise customer profiles to establish identity, Investigate media articles and analyse potential risk, and analyse third party relationships to customers. Work with quality and compliance teams to ensure accuracy.
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Financial Ombudsman Service
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United Kingdom
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Financial Services
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700 & Above Employee
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Adjudicator
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Oct 2017 - Dec 2017
Investigate disputes in a fair and reasonable manner. High degree of problem solving, ensuring the correct outcome is reached. Build and maintain rapport through written correspondence, and telephone calls, with consumers, claims management companies and businesses. Ability to use judgement, with a focus on quality, customer service and fair decisions. Investigate disputes in a fair and reasonable manner. High degree of problem solving, ensuring the correct outcome is reached. Build and maintain rapport through written correspondence, and telephone calls, with consumers, claims management companies and businesses. Ability to use judgement, with a focus on quality, customer service and fair decisions.
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Direct Line Group
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United Kingdom
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Insurance
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700 & Above Employee
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Bodily Injury Handler
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Jul 2011 - Jul 2017
• Triage of bodily injury claims within best practice, legislative and regulatory guidelines, validating policy cover, full investigation of claims giving consideration to complex injury triggers, liability and fraudulent claims. • Pro actively managing the end to end process of all third party injury claims to establish and maintain accurate claim reserves up to £50,000 to manage the overall expenditure throughout the lifecycle of the claim • Handle and deal with all Low Value Pre-Action Protocol injury (MOJ Stage 3) litigation up to a value of £25000 within court deadlines, liaising with Counsel as appropriate. • Responsible for authorising department cheques, ensuring best practice and regulatory guidelines are adhered. • Develop others in line with the leadership framework, acting as a technical mentor / referral point to enhance capability development in colleagues. • Be a role model to less senior team members through positive behaviours, support in driving the team leaders actions to manage, inspire and motivate the team to achieve all performance targets. • Liaise daily via telephone and email with customers, brokers, third parties, third party insurers, direct claimants, suppliers, solicitors, and witnesses. Show less
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Gallagher Bassett
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United States
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Insurance
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700 & Above Employee
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Injury Handler
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Dec 2008 - Jul 2011
• Responsible for an allocation of technical motor and personal injury claims from first notification to settlement. • Handles claims on behalf of one commercial National Express PLC (Travel West Midlands, Travel Coventry, Travel Dundee and previously Travel London) within a delegated authority level. • Liase daily via telephone and email with the client, third parties insurers, third parties/direct claimants, suppliers, solicitors, and witnesses. • Where appropriate, responsible for updating Miaftr, CUE and notifying the Compensation Recovery Unit of injury claims. Show less
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Drive Assist
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Tamworth, Staffordshire, United Kingdom
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Technical Claims Handler
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Aug 2008 - Dec 2008
• Responsible for an allocation in excess of 900 credit hire claims. • Dealing with the recovery of credit hire provided through the companies own fleet of replacement hire vehicles and all aspects of the clients uninsured losses. • Liase daily with client’s, garages, solicitors, client’s insurers, witnesses, third parties, and third parties insurers. • Negotiating credit hire in line with the ABI and GTA whilst ensuring maximum recovery. • Responsible for an allocation in excess of 900 credit hire claims. • Dealing with the recovery of credit hire provided through the companies own fleet of replacement hire vehicles and all aspects of the clients uninsured losses. • Liase daily with client’s, garages, solicitors, client’s insurers, witnesses, third parties, and third parties insurers. • Negotiating credit hire in line with the ABI and GTA whilst ensuring maximum recovery.
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GAB Robins
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United States
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Insurance
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200 - 300 Employee
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Commercial Motor Technician
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Jan 2006 - Jul 2008
• Responsible for 4 large commercial clients representing 350 current motor claim files. • Liase daily with client’s, third parties, insurers, representatives, witnesses, engineers, solicitors and garages. • Processing all aspects of claims from first notification until completion. • Communicate daily with clients by telephone and e-mail. • Able to negotiate liability to a positive and cost effective outcome.
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Customer Service Team Lead
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Jun 2007 - Aug 2007
• Responsible for a large team of 16 people.• Liaise with senior manager to report daily figures and targets.• Dealing with all complaints within an agreed authority level.• Responsible for staffing levels and discipline within the team.• Technical referral point for members of staff at all levels.
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Direct Line Group
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United Kingdom
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Insurance
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700 & Above Employee
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Disputed Claims Advisor
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Sep 2001 - Dec 2005
• Responsible for 300 current motor claim files. • Daily liaison with policyholders, third parties, insurers, brokers, witnesses, solicitors and representatives. • Corresponding with new, existing and settled claims. • Proactive calls for quick resolution of new claims. • Discussing liability whilst making accurate liability decisions. • Responsible for 300 current motor claim files. • Daily liaison with policyholders, third parties, insurers, brokers, witnesses, solicitors and representatives. • Corresponding with new, existing and settled claims. • Proactive calls for quick resolution of new claims. • Discussing liability whilst making accurate liability decisions.
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Education
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1999 - 2000
Arthur Terry Sixth Form
Btec Business Studies, Merit
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