Anna Collings-Richards
Narangba,QLD
Summary
Results-driven Senior Claims Manager with deep experience in managing complex claims. Strong critical thinking, problem-solving and decision making skills. Leverage excellent communication and negotiation skills to facilitate a resolution. Exercise strong business acumen with outstanding abilities in customer service, time management and compliance. Adept in analysing, developing and stream-lining processes and procedures that drive performance and continuous improvement.
Overview
16
16
years of professional experience
Work History
Senior Claims Manager
IOOF General Insurance Brokers
09.2020 - Current
- End-to-end claims management of over 200 General Insurance claims including financial lines (Public Liability, Management Liability, Professional Indemnity, Medical Malpractice, Personal Injury) complex claims, disputes and complaints.
- Collaborate with Senior Brokers to reduce claim complexity.
- Establish strong relationships with key stakeholders.
- Negotiate favourable outcomes on complex and disputed claims achieving significant recognition.
- Employer nomination for 2023 NIBA Broker Claims Award.
- Prepared and implemented 2023 Claims Process and Procedure Manual.
- Instrumental in preparing and implementing Catastrophe plan in response to 2022 Floods.
- Continuously exceed client expectations while managing high and complex caseload.
- Demonstrate excellent critical thinking and decision making skills in reviewing claim scenario's, disputes and complaints.
- Provide high level of attention to detail and accuracy in claims reporting to Operations and Compliance Manager.
- Prepare complaint submissions to insurers and Australian Financial Complaints Authority.
- Support Broking Manager with key metrics on claims data analysis and reporting, quality auditing and compliance.
- Strong networking capabilities to ensure relevancy.
- Support Broking Manager in conducting interviews with new staff, developed comprehensive training program to improve performance.
Claims Team Leader
Sedgwick Loss Adjusters
11.2018 - 02.2020
- Led team of 6 desktop assessors in managing property claims.
- Conducted regular quality audits.
- Submitted timely assessments of team performance.
- Improved team productivity with regular training sessions
- Developed strong relationships with external partners attending regular meetings to evaluate performance.
- Analysed claim trends, provided recommendations for risk mitigation strategies.
- Trained and mentored new team members.
- Handled escalated customer complaints, resolving issues promptly and professionally to maintain client satisfaction levels.
- Presented daily and weekly reports on key metrics, highlighting achievements as well as areas requiring continued focus or improvement.
- Reduced claims backlog by prioritising tasks and effectively allocating resources.
Senior Claims Manager
Sedgwick Loss Adjusters
04.2018 - 09.2018
- End-to-end desktop assessment of approximately 150 claims.
- Analysed complex loss scenarios to determine appropriate coverage.
- Enhanced customer satisfaction by resolving complex claims issues and providing timely claim updates.
- Reduced claims processing time by implementing efficient workflow systems and streamlining procedures.
- Consistently met or exceeded key performance indicators in areas of customer satisfaction, claims resolution timeframes.
- Established strong relationships with key stakeholders, including insurance providers.
- Managed high caseloads while maintaining excellent attention to detail.
- Documented and communicated timely claims information while supporting accurate outcomes.
- Consistently produced quality reporting to insurance providers.
Strata Claims Manager
Direct Insurance Brokers
05.2015 - 04.2018
- End-to-end clams management of approximately 300 strata claims post 2014 Brisbane Catastrophe Hail Event.
- Collaborated and streamlined communication between adjusters and clients, expediting claim resolution times.
- Implemented quality assurance measures, monitored staff performance and provided constructive feedback.
- Handled claims consistent with client and business policies, procedures, best practices and regulations.
- Documented and communicated timely claims information while supporting accurate outcomes.
- Improved claims processing efficiency by implementing streamlined workflow procedures and moving claims to online platform.
- Negotiated settlements with insurers.
- Collaborated with insurers to provide effectual catastrophe response during high-volume periods.
- Trained and mentored new staff.
Senior Claims Manager
City Cover Insurance Brokers
05.2012 - 05.2015
- End-to-end claims management.
- Collaborated with Senior Brokers on complex claims.
- Analysed complex loss scenarios to determine appropriate coverage and fostered informed decision-making across the business.
- Facilitated collaboration between Claims, Broking teams to achieve efficient claim resolution.
- Enhanced customer satisfaction by resolving complex claims issues and providing timely claim updates.
- Consistently met or exceeded key performance indicators in areas of customer satisfaction, claim life and and claims resolution timeframes.
- Established strong relationships with key stakeholders, including insurance providers.
- Managed high caseloads while maintaining excellent attention to detail.
- Negotiated favourable settlements minimising potential exposure to client complaints.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
Internal Disputes Resolution Officer
Suncorp Insurance
06.2011 - 05.2012
- Review and respond to customer complaints in accordance with regulatory requirements.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Mitigated potential risks by proactively identifying systemic issues and implementing appropriate contingency plans in response.
- Conducted interviews with customers and gathered information to form a determination.
- Prepared reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Litigation Claims Officer
Suncorp Insurance
04.2008 - 06.2011
- Managed high caseload efficiently, prioritising tasks based on urgency and importance to meet legal deadlines consistently.
- Collaborated with legal counsel for effective litigation management, reducing costs and ensuring favourable outcomes.
- Attend Magistrate's court in representation of customers.
- Expedited claim resolution with prompt negotiation, evaluation, and settlement of claim amounts.
- Negotiated fair settlements with policyholders and Third Parties while maintaining positive relationships.
- Improved interdepartmental communication to expedite claims processing and foster collaborative work environment.
- Continually updated knowledge on industry-specific regulations, ensuring compliance and maintaining high standards of professionalism.
- Identified potential subrogation opportunities through careful examination of claim scenarios.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle potential litigation.
- Reviewed legal documents and Policy to minimise liability.
Education
No Degree - Insurance And Risk Management
Australian And New Zealand Institute of Insurance
Brisbane, QLD02.2021
Bachelor of Arts - Sociology
University of Canterbury
Christchurch, New Zealand01.1995
Skills
- Conflict resolution
- Negotiation techniques
- Problem-solving proficiency
- Critical thinking and decision-making
- Data analysis and reporting capabilities
- Attention to detail and accuracy
- Team training, mentoring and development
- Stakeholder relationship management
- Planning and time management
- Team Management
- Quality auditing and compliance
- MS Office Suite
Websites
Referees
Available on Request
Timeline
Senior Claims Manager
IOOF General Insurance Brokers
09.2020 - Current
Claims Team Leader
Sedgwick Loss Adjusters
11.2018 - 02.2020
Senior Claims Manager
Sedgwick Loss Adjusters
04.2018 - 09.2018
Strata Claims Manager
Direct Insurance Brokers
05.2015 - 04.2018
Senior Claims Manager
City Cover Insurance Brokers
05.2012 - 05.2015
Internal Disputes Resolution Officer
Suncorp Insurance
06.2011 - 05.2012
Litigation Claims Officer
Suncorp Insurance
04.2008 - 06.2011
No Degree - Insurance And Risk Management
Australian And New Zealand Institute of Insurance
Bachelor of Arts - Sociology
University of Canterbury
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