Anna Collings-Richards

• Lodge, assess, and manage a broad range of General Insurance Claims

Specialties: 

• Commercial & Domestic Motor and Property
• Personal Injury and Personal Accident
• Public Liability
• Management Liability
• Contract Works
• Industrial Special Risk
• Travel

• Ensure claims are paid in accordance with the policy wording and managed in compliance with The General Insurance Code of Practice
• Build and develop strong internal and external stakeholder relationships through effective communication and negotiation
• Provide a strong customer service focus Manage complex legal and disputed claims
• Successfully manage high volumes of claims ensuring service levels are met
• Responsible for developing a new Home Catastrophe Claims initiative following the Australia Day storm event
• Successful in developing effective claims resolution strategies in order to deliver high levels of service
• Identify process improvement to assist in meeting claims targets
• Effective in managing complex claims on major client portfolio’s Provide constructive feedback and address any service issues with the relevant underwriters
• Attended 2013 CQIB training.

• Assess and manage all claim decisions in accordance with the General Insurance Code of Practice and the Insurance Contracts Act Maintain sound knowledge of regulatory requirements, company processes, systems, products and brands Manage claim investigations relating to complex liability and fraudulent claims Ability to identify and report on systemic internal trends Demonstrate experience in managing customer and business partner relationships Strong verbal and written communication skills Respond to first line claim and policy complaints Provide general advice in relation to process, service, policy and the General Insurance Code of Practice Clear focus on customer service and service effectiveness to deliver a strong KPI performance Interpret policy coverage to ensure that coverage is correctly applied to the claim Strong ability to build and influence key internal stakeholder partnerships Effective time management capabilities Ability to work autonomously while being a key team member Excellent technical aptitude and ability to manage multiple systems Facilitated weekly interstate teleconferences Attended 2012 Financial Ombudsman Service Conference.

• Review and manage a portfolio of litigated and uninsured claims nationwide Reduce unnecessary claims complexity and sought expeditious resolution of claim conflicts Display sound decision making skill and commercial acumen when balancing risk Establish and build strong stakeholder partnerships with third party insurers, self- insurers, loss adjustors, panel lawyers, Statutory authorities and government Demonstrate a working knowledge of the Australian legal processes and procedures Understanding negligence in law Ability to work autonomously while being a highly regarded team member Demonstrate excellent written and verbal communication Strong attention to detail and system management Attend direction conferences, mediations and court appearances Responsible for quality auditing a panel of 7 legal firms Introduced a new legal firm onto the panel in 2010 Consistently exceeded in meeting all KPI’s.

• Manage high volumes of Personal and Commercial motor, property and liability claims Demonstrate a working knowledge of legislation, regulation, company policies and procedures Understand the elements of negligence and contributory negligence Negotiate and formulate offers in relation to costs Assess and prepare supporting documentation for recovery Implement delegations of authority Demonstrate effective negotiation capabilities Display a high level of system knowledge Excellent customer service and communication skills Effective team member with the ability to work autonomously Successful in obtaining Range 5 Certification within first year.

• Collection of outstanding debt through outbound telephone calls Perform investigation functions for the purpose of locating debtors Assess and manage delinquent accounts Effective in negotiating payment and putting in place debt agreements Manage legal and bankruptcy accounts.

• Manage a high level of delinquent accounts Perform debt collection activity through outbound telephone calls Exercise strong negotiation skills in relation to repayment and setting up individual agreements Demonstrate effective verbal and written communication Ability to perform skip trace functions Understand the ACCC‘s debt recovery guidelines and National Privacy Principles Maintain accurate records and repayment reconciliation System capability.