Kerren Wilson

Develop strategies to achieve resolution outcomes by assessing case strengths and weaknesses.

Reviewed and modified strategies based on new factual and external information.

Interpret medical, financial, and factual data to establish heads of damage and appropriate reserves.

• Identify and manage risks effectively across diverse claims portfolios.
• Collaborate with legal panels and external service providers to reduce claim costs.
• Prioritize workflows and maintain deadlines while meeting KPI-related administrative tasks.
• Engage with internal business teams regarding policy and coverage considerations.
• Participate in settlement conferences, mediations, and litigation processes to facilitate resolutions.
• Proactively involved in team dynamics mentoring & adopting a culture of knowledge transfer, engagement & contribution
• Adapt to changes in process, systems& business-related targets
• Understanding and interpretation of relevant legislation and Acts.

Established new role at QBE following offshoring of domestic claims processing to GSSC.

Collaborated with State Manager and Operations Manager to develop comprehensive claims support framework.

Facilitated problem solving, complaint handling, and dispute resolution for enhanced customer satisfaction.

Mentored team members while maintaining oversight of service quality across claims platform.

Conducted statewide visits to engage key intermediaries, clients, and service providers.

Accompanied clients and brokers on site visits for complex claims, leveraging local insights.

Managed catastrophe claims on state and national levels, including Dunalley fires and 2018 storm event.

Engaged with affected clients, local government forums, and service providers to ensure effective resolution.

Oversaw transition to joint venture as Senior Claim Handler for larger team from QBE and Mercantile Mutual.
Adopted new operational systems to enhance claims handling efficiency.
Achieved consistent customer service ratings by focusing on quality interactions.
Handled KPIs diligently, maintaining focus on key performance metrics.
Compiled and presented monthly performance reports to Operations Manager.

Returned to Tasmania to manage a growing claims portfolio for the State.

Trained and onboarded two new claims staff to address increasing workload.

Acquired experience in broader market dynamics while working with Mercantile Mutual.
Expanded knowledge of claims processes and complex technical matters as part of large State-based team.

Dealt with larger more complex matters often shadowing senior handlers eventually running with matters to completion.

I gained valuable experience from the skills of others and gained confidence in myself having more autonamy.

Managed all aspects of claim handling from lodgement to finalization, ensuring compliance with state regulations.

Conducted risk assessments and maintained accurate statistical records and reports.

Collaborated with sales, underwriting, and accounting to align strategies and enhance service delivery.

Traveled across the state to strengthen relationships with branches, stakeholders, and clients.

Attended Magistrates Court matters statewide to advocate for favorable commercial outcomes.