Angela Langridge

Technical Support Officer

• Coach, support and mentor Claims Managers across a variety of specialised Teams including Aged/complex and Major Loss.
• Conduct Quality audits including call listening and full file reviews to identify knowledge gaps, compliance issues, and breaches. Responsible for escalating systemic issues and reportable breaches upline where appropriate.
• Development of both group and individual training programs to educate and empower Claims Consultants

• Primary escalation point for customer complaints. I have well developed conflict resolution skills allowing me to respond to high pressure situations with professionalism and composure generally negating the need for further complaint escalation

Claims Manager Major Loss

• End to end management of a large portfolio of high quantum claims through effective task prioritization and excellent time management. From assessment through to repair completion, claims are managed in a timely and efficient manner whilst acting within my delegated authority and maintaining accurate reserves.
• Developed strong working relationships with both internal and external stakeholder such as Adjusters, Legal, SIU and specialised industry experts to facilitate accurate claim assessment, scope development and compliant and efficient management of restoration, repair and rebuild works.
• Utilise critical thinking and negotiation skills to settle complex claims in a fair and empathetic manner

•Thorough understanding of GICoP requirements and Policy Guidelines which is used as the basis for all claims decisions and actions

• Consistently reviewing and streamlining task management, increasing efficiency if daily work flow
• Promoted a culture of continuous improvement by encouraging constructive feedback from all organizational levels and implementing actionable changes
• WPHS: Enhanced occupational safety through regular workplace audits
• Handled escalated customer calls fairly, promptly and efficiently thereby increasing customer satisfaction

• Customer Support: Professional management of high-pressure customer interactions
• Shift Leader
• Duty Dispatch Officer
• Emergency Response
• Deputy Floor Fire Warden