Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Dhyana Rasaku

Sydney,Australia

Summary

Results-driven insurance professional with a proven track record in managing complex claims and delivering high-quality service. Known for exceptional communication skills, problem-solving abilities, and a strong commitment to accuracy and compliance. Experienced in quality assurance, workflow database management, and mentoring team members in high-volume environments. Highly adaptable, with excellent time management and multitasking capabilities, consistently ensuring efficient claims handling and customer satisfaction. Currently seeking to apply this expertise in a professional indemnity claims role.

Overview

15
15
years of professional experience

Work History

Senior Claims Officer – Property Liability

Suncorp
Sydney
07.2021 - Current
  • Managed a portfolio of complex property and liability claims from initial validation through to resolution, ensuring timely and cost-effective outcomes aligned with service level agreements.
  • Assessed coverage for indemnity, legal liability, and quantum issues, making sound and defensible decisions in accordance with policy terms.
  • Appointed and coordinated with key external stakeholders including solicitors, brokers, investigators, and loss adjusters to support efficient and thorough claim resolution.
  • Maintained accurate and realistic reserves, regularly reviewing and adjusting estimates to reflect ongoing developments and mitigate financial exposure.
  • Applied and upheld best-practice claims handling procedures in alignment with internal policies and industry standards.
  • Mentored and supported a team of claims officers, fostering capability development through coaching, feedback, and technical support.
  • Conducted monthly quality assurance reviews on team files, ensuring compliance, accuracy, and continuous improvement in claims management practices.
  • Complaint handling and resolution for escalated matters, providing guidance and promoting positive customer outcomes.
  • Actively contributed to team meetings and technical forums, promoting knowledge sharing and continuous learning.
  • Identified and recommended process improvements to enhance operational efficiency and service delivery.

Claims Officer - Property Liability

Suncorp
Sydney
08.2013 - 07.2021
  • Managed a portfolio of claims from validation through to finalization, ensuring timely and cost-effective outcomes aligned with Service Standard requirements.
  • Assessed and determined appropriate coverage, including indemnity, legal liability, and quantum issues.
  • Appointed, instructed, and liaised with external service providers such as solicitors, brokers, investigators, and loss adjusters to facilitate efficient claim resolution.
  • Maintained realistic and adequate reserves on all claims, closely monitoring fluctuations in estimates to reflect ongoing claim costs.
  • Applied claims handling processes in accordance with liability policies, procedures, and Service Standards.
  • Prepared and typed correspondence related to claims activities, ensuring clear and professional communication.
  • Provided training and support to junior team members, fostering skill development and enhancing team capability.

Claims Officer - Commercial Property

Resilium, Suncorp
Sydney
08.2012 - 08.2013
  • Managed a portfolio of commercial property claims from lodgement through to finalisation, ensuring timely and cost-effective outcomes aligned with service level agreements.
  • Handled inbound and outbound calls with customers, suppliers, and intermediaries (including brokers), providing timely claim updates and addressing inquiries.
  • Collaborated with internal and external stakeholders to facilitate efficient claim resolution and maintain clear communication throughout the claims process.
  • Utilised product disclosure statements to determine claims acceptance and assess policy coverage, including indemnity, legal liability, and quantum issues.
  • Identified and resolved complaints, ensuring customer satisfaction and adherence to company policies.
  • Accurately recorded claims information into claims management systems, maintaining comprehensive and up-to-date records.

Insurance and Claims Officer

MTAA and HIP Superannuation Funds, Superpartners
Sydney/Perth
08.2010 - 04.2012
  • Administered and assessed insurance applications, including underwriting select policies with accuracy and attention to detail.
  • Managed policy changes such as increases, adjustments, and cancellations to maintain accurate policy records.
  • Administered and assessed Income Protection and Total and Permanent Disablement (TPD) claims, ensuring adherence to relevant guidelines.
  • Liaised effectively with members and fund insurers, promptly responding to queries and providing clear, accurate information.
  • Reviewed and rectified forms with outstanding or missing information in a timely manner, ensuring smooth processing and compliance.
  • Delivered exceptional customer service by managing expectations and providing high-quality, accurate insurance information and quotes in line with regulatory, legal, and company standards.
  • Conducted quality checks on work completed by other staff to ensure accuracy and compliance with Business Service and Quality Standards.
  • Maintained accurate data entry into internal systems, ensuring comprehensive and up-to-date records.
  • Handled escalated calls from the contact centre, resolving issues efficiently and maintaining positive customer relationships.
  • Assisted management with continuous improvement projects aimed at enhancing operational processes and service delivery.

Education

Bachelor of Business -

University of New England
07-2023

Diploma of Hospitality Management -

East Sydney College
01.2004

Skills

  • Effective written and verbal communication
  • Exceptional claims management
  • Multitasking and time management
  • Quality assurance
  • Customer service
  • Problem-solving abilities
  • Team collaboration and mentoring others
  • Adaptability and flexibility
  • Attention to detail
  • Workflow database management

References

Available upon request

Timeline

Senior Claims Officer – Property Liability

Suncorp
07.2021 - Current

Claims Officer - Property Liability

Suncorp
08.2013 - 07.2021

Claims Officer - Commercial Property

Resilium, Suncorp
08.2012 - 08.2013

Insurance and Claims Officer

MTAA and HIP Superannuation Funds, Superpartners
08.2010 - 04.2012

Bachelor of Business -

University of New England

Diploma of Hospitality Management -

East Sydney College

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Dhyana Rasaku