Indianna Heaton
Hervey Bay,QLD
Summary
Dynamic Senior Home Claims Consultant at Auto & General Insurance Company, adept at claims analysis and regulatory compliance. Demonstrated effective leadership and problem-solving skills, ensuring equitable settlements and enhancing customer satisfaction. Successfully managed complex claims, achieving optimal outcomes while maintaining meticulous documentation and fostering a team-oriented approach. Known for high productivity and efficient task completion. Specialising in policy limitations, risk management, and negotiation strategies while excelling in communication and adaptability, ensuring seamless operational efficiency.
Overview
6
6
years of professional experience
Work History
Auto & General Insurance Company
02.2022 - Current
- Evaluated and processed substantial-value home insurance claims, meticulously adhering to company policies, procedures, and regulatory frameworks
- Conducted comprehensive investigations to ascertain coverage, liability, and the legitimacy of claims, ensuring precise and equitable settlement outcomes
- Worked collaboratively with policyholders, internal stakeholders, and team members to compile essential information and documentation for streamlined claims processing
- Ensured precise billing and proficiently managed payments while overseeing claim processes to align with company standards and client expectations
- Collaborated closely with stakeholders to expedite claim resolution, proactively intercepting claims at risk of delay, and generated regular reports on claims necessitating attention for optimal KPI compliance
- Upheld stringent ethical standards, ensuring compliance with legal and regulatory prerequisites across the claims-handling process
- Executed protocols for fraud detection and prevention, promptly identifying and reporting suspicious or potentially fraudulent claims
- Delivered prompt, compassionate and excellent customer service, adeptly addressing inquiries, concerns, and requests via inbound & outbound calls and written communications
- Effectively communicated claim determinations, coverage specifics and negotiated settlement amounts to policyholders and involved parties, prioritising transparency and clarity
- Maintained meticulous and current claims records, documentation, and correspondence within the company's claims management system
- Utilised exceptional capacity to multitask by organising priorities effectively
- Managed escalation points during the claims process, addressing complex issues and effectively resolving customer complaints at the initial point of contact, employing exceptional problem-solving skills
- Evaluated and identified property risk through assessing the severity of property conditions during the claim assessment process
- Referred policies to underwriters as required and providing comprehensive policy outcomes such as cancellations, refunds, and amendments based on these evaluations; ensuring clear communication with policyholders regarding the decisions made
Duty Manager
Bribie Island Surf Club
11.2018 - 02.2022
- Managed day-to-day operations of the restaurant, including employee supervision, ensuring excellent customer service, stock replenishment, staff training, and general cleaning tasks
- Provided leadership and mentorship to current and new employees, supporting their career and development
- Ensured staff motivation, clear direction and support
- Ensured adherence to policies and procedures by assisting managers and crew members, resolving customer complaints, and seeking appropriate resolutions
- Familiarity with point-of-sale (POS) systems, scheduling software, and essential financial management tools
- Supplied astute decision-making and the ability to resolve issues as they arise, along with anticipating and mitigating potential risks
- Acquired industry relevant certifications such as Responsible Service of Alcohol (RSA), Responsible Service of Gaming (RSG) and Responsible Management of Licensed Venues (RMLV)
Education
Bachelor of Education - Primary
James Cook University
03.2025
Year 12 Certificate -
Bribie Island State High School
01.2018
Certificate III - Business
Certificate I - IDT
Skills
- Effective Leadership
- Employee training
- Claims analysis
- Regulatory compliance
- Insurance policy knowledge
- Customer service
- Team-Oriented Approach
- Problem solving
- Detail orientation
- Continuous improvement
- Fraudulent claims identification
- Active listening
- Time management
- Claims handling
- Software proficiency
- Microsoft Office Suite
- Administrative skills
- Effective communication
References
- Kate Talbot, 0451 962 210, Desktop Home Assessing Team Leader, Auto & General Insurance Company
- Melanie Pomeranke, 0405 330 343, Lead Duty Manager, Bribie Island Surf Club
Timeline
Auto & General Insurance Company
02.2022 - Current
Duty Manager
Bribie Island Surf Club
11.2018 - 02.2022
Bachelor of Education - Primary
James Cook University
Year 12 Certificate -
Bribie Island State High School