Christabel Levitt

Until this year I also continued doing my previous role, of looking after a particular client with a large portfolio. I still do end of month reporting and responding to queries when needed.

My current role encompasses the following;

Portfolio Management
• Management of claims from start to completion as per agreed Technical scope
• Management of claims within agreed and service standards
• Attend to all administrative matters in relation to claims

Technical Claims
• Create, co-ordinate and deliver best practice technical claims management on a national basis, including governance
• Act as a referral point, oversee and provide a level of input on escalated claims, claims policy interpretations, commercial decisions and ex-gratia decision (contentious, denied or complex), within agreed authority limits
• Identify opportunities and address them, take those which are appropriate to senior leadership, facilitate discussions and action plans, and assist in evaluating and monitoring results
• Drive best practice productivity across claims
• Complete quality assurance controls including audit and provide results and feedback to the business

Develop, Build and Maintain Relationships
• Build effective relationships over the phone and face to face
• Inspire collaboration across multiple departmental teams including direct reports to meet goals and proactively contributes to the team goals and the work of individual colleagues
• Provide coaching and mentoring as per agreed Technical scope

Other
• Drive cultural change with a defined focus for excellence and partner with senior leaders to influence major change
• Create and execute analysis on claims activity, trends on claims performance as determined by the business
• Create and execute reporting as required by our customers
• Contribute to the innovative solutions to maintain service differentiation

Capabilities

In depth knowledge of general insurance, and ideally products offered by NTI
• Strong knowledge of general business and administrative practices
• Mature minded, with the ability to act with discretion and confidentiality
• The ability to liaise with and manage the expectations of multiple stakeholders
• The ability to communicate assertively whilst building the confidence of fellow employees
• Ability to build and manage effective relationships over the phone and face to face
• Ability to self-manage, including effective planning and organizing
• Active listening and problem solving skills, and emotional resilience
• Builds and uses systems for monitoring progress towards goals
• Identifies systemic weaknesses and issues that impact customer satisfaction and leads/champions
improvement initiatives
• Role model customer focus and inspire customer service culture within the team
• Excellent communication and interpersonal skills

● Handling claim files for fee for service for a large Self Insured client and policy holders of NTI
● Liaising with brokers, clients, service providers

● Cross training other claims consultants on a large client's claim processes and reporting
● Cross training other claims consultants on the CITEC report system
● Payment authorisations

Conducting quality reviews as required
● Helping with green audit and currently settlement audit
● Preparing the end of month reports for a client
● Project work when required

I started in this position approximately 2 years after ATL began. My duties were;
● Managing all claims at ATL including settlements and recoveries

● Reporting to Lloyds of all large losses over a certain value
● Handling the bordereaux
● Direct involvement with the auditors

Liaising with brokers Nationally, solicitors, service providers, Lloyds staff and Hollards
after we changed underwriters

● Handling all marine claims when we started underwriting this area
● Appointing all service providers and ensuring that the documentation for this was in order

● Trouble shooting with the head underwriter on policy wordings prior to policy updates
● Joint work on setting up the new claim screens when we changed computer systems

● Training other staff as the business grew
Trouble shooting with the new system when it came into place as the programmer was
in South Africa and there was no manual for it

The start dates are approximate.

I worked as a Claims Consultant for NTI for approximately three years.

Prior to this I worked part time doing surveys and administration work for the NTI assessing team when needed.