Damian Burton

• Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
• Resolved complex claims, utilizing expert knowledge of policy coverage .
• Trained new hires on claims procedures, ensuring a seamless transition into their roles as Claims Consultants.
• Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
• Researched claims and incident information to deliver solutions and resolve problems.
• Determined liability decisions by review accident descriptions, road rules and understand damages incurred.
• Handled enquiry calls from customers and service providers

• Conducted thorough investigations into insurance claims to determine liability decisions & coverage eligibility
• Managed customers complaints to do with liability decision and policy coverage.
• Verified client information by analyzing existing evidence on file.

• I was previously in the senior consultant role for 4+yrs where I was reviewing and managing customer complaints for both liabilities and service complaints, mainly with Motor RACV & NRMA
• Conducting coaching and development of staff
• I have a great understanding the system, Claim Centre V7 & V8 as well as Blue zone
• I can multi-task and prioritise work to make sure that they are completed within the set timeframes.
• As part of the senior role and the complaint handling process this required me to draft letter to Om, addressing their concerns and explaining our decision

26.05.2018 til 06.07.2018

• Facilitating the 1st phase of Offshore being trained into NRMA repairable (Manilla)

Jan 2019 til July 2019 and Feb 2020 til July 2020,

• I was in a facilitating & SME role for the major events teams dealing with hail & flood claim for RACV/ NRMA & CGU
• - Within my role as SME for the major events, this also included facilitating new Staff in NRMA, RACV & CGU, also included upskilling staff from Claim Centre V7 on to V8
• - and including staff being upskilled into High Impact.

August & November 2023

• Facilitated Training and provided SME support for a TSA consultant being trained in RACV Motor claims. (2 times)

April 2024 – May 2024

• Spent 5 weeks in Mildura working onsite in assisting with vehicle assessment and organising for vehicle to be towed to Melbourne for repairs to be carried and then returned back to Mildura, due to no partners repairs being in the area.