Experience

• 

  Sedgwick

  • Auckland, New Zealand

  • Third Party Association Manager

    • Sep 2019 - Present
    • Auckland, New Zealand

• 

  IAG

  • 88 Shortland Street, Auckland

  • Center Manager - Commercial Motor Vehicle at NZI

    • Oct 2011 - Sep 2019
    • 88 Shortland Street, Auckland

    Achievements:• The outcome of an “external” leakage review of our light claims operation was 2.3%, which is a great result. • A Technical Audit completed by our internal broker audit team was very pleasing. >94% of our files “passed”.• A great indicator of our service is the feedback we received from the Crombie Lockwood Claims Satisfaction Survey. • We win business on the back of our service delivery. This is an area that I take great pride in. We are sometimes dearer that other Insurer’s, but because of the service provided and relationship with the client, we win the business. Our SLA’s are basic; new claims loaded within 24 hours, mail actioned within 48 hours.• Documenting all our claims processes and procedures on our internal Website. This has proven to be invaluable and leads to proper training and consistency across the floor. • I initiated a continual improvement program which concentrates on bulk auditing. Reports are generated and we focus on areas that we know are of concern. Leakage reviews are completed every 6 months and gives us further direction. The underwriters also guide the Continual Improvement Plan, their feedback is essential to the program.• Set up the “Direct Process” with Aon, Crombie Lockwood and Marsh

• 

  Lumley

  • 88 Shortland Street, Auckland

  • Claims Administration Manager

    • Nov 2008 - Oct 2011
    • 88 Shortland Street, Auckland

• 

  Lumley

  • New Zealand
  • Insurance
  • 100 - 200 Employee

  • Continual Improvement Auditor

    • Jul 2006 - Mar 2007

  • Claims Recovery Supervisor

    • Sep 2003 - Mar 2007