Summary
Overview
Work History
Education
Skills
References:-
Timeline
Generic

Denise McKinnon

Burpengary,QLD

Summary

Dynamic Commercial Motor Insurance Claims Consultant with CGU Insurance, skilled in claims assessment and customer service. Proven track record in negotiating settlements and ensuring regulatory compliance. Adept at analyzing policy provisions and delivering exceptional support, fostering team collaboration, and maintaining meticulous documentation. Committed to enhancing operational efficiency and client satisfaction.

Overview

31
31
years of professional experience

Work History

Commercial Motor Insurance Claims Consultant

CGU Insurance
Brisbane, Qld
11.1999 - Current
  • Resolved customer inquiries promptly while ensuring compliance with applicable laws and regulations governing the insurance industry.
  • Analyzed and interpreted policy provisions to determine coverage and liability.
  • Reviewed documents such as police reports, bills, invoices, photographs. related to claim processing.
  • Maintained accurate records of all claim activities in a centralized database system.
  • Identified potential fraudulent activity in order to protect the interests of the insurer.
  • Provided guidance to customers regarding their coverage options and procedures for filing a claim.
  • Ensured that all payments were made within established time frames outlined in the policy agreement.
  • Negotiated settlements with claimants in accordance with company guidelines.
  • Assessed claims to ensure accuracy and completeness of documentation.
  • Participated in training sessions designed to enhance knowledge of relevant state laws pertaining to insurance policies.
  • Supported efficient handling of complex claims and followed up on open, denied, or suspended claims to complete required line items.
  • Determined liability, compensability, and benefits due on each claim.
  • Investigated potentially fraudulent claims with focus on thoroughness, quality, and cost control.
  • Delivered exceptional customer service to clients by communicating information and actively listening to concerns.

Administration Clerical Assistance

CGU Insurance
Brisbane, QLD
03.1999 - 03.1999
  • Managed inventory and supplies to ensure materials were available when needed.
  • Completed day-to-day duties accurately and efficiently.
  • Worked effectively in team environments to make the workplace more productive.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.

Broker Assistant

Queensland Insurance Services
Ashgrove, QLD
10.1995 - 03.1999
  • Typed various documents using Micro-Beat, Microsoft Works, and spreadsheets. Arranged certificates of currencies and processed accounts receivable. Composed letters to clients and managed all office photocopying and faxing tasks. Ordered stationery supplies and coordinated reservations for meetings. Confirmed appointments with organizations and handled client communications. Processed domestic and commercial renewals, including quotes for house and motor insurance. Administered claims, filed documents, and pursued outstanding debts. Organized coverage for new business and managed TRC processing of new ventures.
  • Facilitated collection, sorting, opening, and stamping of mail for effective workflow. Arranged files in appropriate locations to enhance accessibility. Conducted photocopying of documents, ensuring clarity and accuracy. Administered banking duties, including processing deposits securely. Oversaw processing of mail and expedited delivery of important documents.
  • Receptionist:- answering all incoming calls, greeting clients and settling accounts.
  • Claims Administrator:- Manage all incoming & outgoing claims.

Admin Clerk / Receptionist / Secretary / Law Clerk

Gilshenan & Luton Lawyers
Brisbane, QLD
04.1994 - 08.1995
  • Answered phones in a courteous manner while providing excellent customer service.
  • Collaborated with team members to complete tasks efficiently and meet deadlines.
  • Opened, sorted and routed incoming mail and prepared outgoing mail.
  • Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
  • Serve, lodge & file documents at the different Courts and conducted bankruptcy searches.

Education

Insurance Principles, Claim Handling, Underwriting

Australian Insurance Institute
01-1998

Bookkeeping

Lorraine Martin Commercial College
Brisbane, QLD
01-1996

Certificate of Business Studies - Legal

Lorraine Martin Commercial College
Brisbane, QLD
01-1994

High School Diploma -

The Gap State High School
The Gap, QLD
12-1993

Skills

  • Claims assessment
  • Customer service
  • Claims processing
  • Policy interpretation
  • Regulatory compliance
  • Data entry
  • Documentation review
  • Attention to detail
  • Team collaboration
  • Time management
  • Effective communication
  • Claims analysis
  • Workload prioritization
  • Coverage assessment
  • Report and records review
  • Verbal and written communication
  • Claims settlement
  • Insurance policy knowledge
  • Decision-making skills
  • Settlement negotiation
  • Customer service and support
  • Computer skills

References:-

  • Fiona Townsend (Team Lead a CGU Insurance) / PH:- 07 3087 6172 Work / PH: 0413 560 038
  • Karen Currie (Work collegue / friend) / PH:- 0409 513 952
  • Amanda Dowell (Work collegue / friend) / PH:- 0402 464 827

Timeline

Commercial Motor Insurance Claims Consultant

CGU Insurance
11.1999 - Current

Administration Clerical Assistance

CGU Insurance
03.1999 - 03.1999

Broker Assistant

Queensland Insurance Services
10.1995 - 03.1999

Admin Clerk / Receptionist / Secretary / Law Clerk

Gilshenan & Luton Lawyers
04.1994 - 08.1995

Insurance Principles, Claim Handling, Underwriting

Australian Insurance Institute

Bookkeeping

Lorraine Martin Commercial College

Certificate of Business Studies - Legal

Lorraine Martin Commercial College

High School Diploma -

The Gap State High School

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