Marcus Robertson

Senior Technical Claims Lead – Gallagher Insurance Brokers
15/01/2024 - Current

Technical Claims Management & Advocacy:

• Demonstrated expertise in managing large and complex claims, including drafting detailed claims submissions to ensure favourable outcomes for clients.
• Served as the primary technical referral point for Claims Executives and Senior Claims Executives, delivering advanced operational and technical guidance on escalated and multifaceted claims.
• Provided technical assistance and advice on claim decline referrals, including signing off on declines or delivering strategic advice to Claims Executives. Played a pivotal role in advocating for favourable overturns, ensuring optimal outcomes for clients in challenging scenarios.
• Provided expert advocacy for clients in intricate claims scenarios, leveraging deep technical expertise and strategic communication to navigate challenges effectively.

Stakeholder Management & Dispute Resolution:

• Built and maintained strong relationships with stakeholders; internal & external, utilising advanced negotiation skills to resolve difficult disputes efficiently.
• Fostered collaboration across teams and external parties to streamline claims processes and achieve optimal results.

Business Collaboration & Influence:

• Developed effective working relationships across the business, employing strong influencing skills to align teams and drive strategic initiatives.
• Acted as a trusted advisor within the organization, providing insights and guidance on claims management and operational compliance.

Insurance Expertise:

• Possessed in-depth knowledge of insurance products and markets, with a particular focus on Industrial Special Risks (ISR) and Contract Works (CAR) policies.
• Ensured operational compliance within the Insurance Broking industry, adhering to regulatory standards and best practices.

Key Achievements:

• Successfully managed and advocated for complex claims, consistently achieving favourable resolutions for clients.
• Strengthened stakeholder relationships through effective communication and dispute resolution strategies.
• Contributed to organizational success by aligning claims management practices with business objectives and compliance requirements.

Core Competencies: Technical Claims Management | Stakeholder Engagement | Dispute Resolution | Insurance Expertise | Operational Compliance | Business Collaboration

Claims Adjuster
HDI Global SE, Australia – Sydney, NSW
07/06/2021 – 12/01/2024

End-to-End Claims Management: Oversaw the full lifecycle of Commercial (ISR) Property claims, including:

• Analyzing claim forms and contract documents to determine indemnity positions and appropriate actions.
• Managing internal and external stakeholders, including Underwriters, Brokers, Loss Adjusters, and Lawyers.
• Coordinating with co-insured markets and following insurers to ensure seamless claims handling.
• Preparing detailed loss updates for major, complex, or contentious claims to present to internal claims committees and senior management.
• Participating in co-insurer market meetings to address complex or contentious claims.
• Conducting regular reviews of claim reserves to ensure accuracy and alignment with financial expectations.
  
• Client & Stakeholder Relationship Management: Fostered strong relationships with clients and external stakeholders to deliver an exceptional claims experience and maintain trust.
• Risk Management Collaboration: Worked closely with Underwriting teams to strengthen risk management strategies during policy renewals, ensuring alignment with client needs and risk mitigation goals.

Key Achievements:

• Successfully managed high-value and complex claims, ensuring timely resolution and client satisfaction.
• Improved claims reserve accuracy through regular reviews, contributing to financial transparency.
• Strengthened collaboration between claims and underwriting teams, enhancing risk management practices.

Core Competencies: Claims Analysis | Stakeholder Management | Complex Claims Resolution | Risk Management | Indemnity Assessment | Reserve Accuracy | Client Relationship Management

QBE Insurance Group – Parramatta, NSW
02/2018 - 04/06/2021

Portfolio Management: Successfully managed a diverse portfolio of up to 300 Property claims, encompassing both Domestic and Commercial claims, ensuring efficient and compliant claims handling.

• Reviewed new claims within 1 business day, providing clear updates and outlining next steps.
• Engaged and coordinated external stakeholders (i.e, Loss Adjusters, builders, restorers, engineers etc.)
• Conducted regular claim reviews every 10 days in adherence to General Insurance Code of Practice (GICOP) guidelines.
  
• Risk & Escalation Management: Proactively identified and reported contentious claims to the National Claims Manager and Technical Claims Officers, ensuring timely resolution and risk mitigation.

• Reserve Accuracy: Conducted regular reviews of claim reserves to maintain accuracy and alignment with claim developments.

Key Achievements:

• Successfully managed a high-volume claims portfolio while maintaining compliance with industry standards and client satisfaction.
• Streamlined claims processes by effectively coordinating with external suppliers and stakeholders.
• Demonstrated expertise in dispute resolution, achieving favourable outcomes in complex cases.

Core Competencies: Claims Portfolio Management | Dispute Resolution | Stakeholder Coordination | Risk Identification | Reserve Accuracy | GICOP Compliance

Claims Officer – IAG Insurance Australia, Parramatta, NSW
January 2017 – January 2018

Claims Management:

• Successfully handled a diverse range of claims, including Motor, Property (Domestic, Farm, Commercial & Retail), and Travel Insurance, ensuring efficient and compliant processing.
• Reviewed and analyzed claim forms and contract documents within 1 business day of lodgement, providing clear updates and outlining next steps.
• Engaged and coordinated external stakeholders, including Loss Adjusters, Builders, and Restorers, to streamline claims resolution and enhance client satisfaction.
• Conducted regular reserve reviews to ensure accuracy and alignment with claim developments.

Client & Stakeholder Engagement:

• Effectively managed client expectations and maintained strong communication with area managers and representatives.
• Ensured a smooth claims experience by proactively addressing concerns and coordinating with appropriate suppliers.

Key Achievements:

• Promoted to Claims Officer within two months, demonstrating adaptability and strong performance.
• Delivered timely and accurate claims processing while maintaining compliance with industry standards.
• Built and maintained strong relationships with stakeholders, ensuring seamless collaboration and resolution of claims.

Core Competencies: Claims Management | Stakeholder Coordination | Client Engagement | Reserve Accuracy | Process Optimization | Risk Mitigation

Sales Representative – Green RV, Gympie, QLD
April 2016 – November 2016

Sales & Customer Engagement:

• Successfully managed customer interactions, including meeting and greeting potential buyers entering the sales yard, ensuring a welcoming and professional experience.
• Assisted customers with inquiries on both new and pre-owned RVs, demonstrating a strong sales focus and product knowledge to drive conversions.
• Conducted comprehensive handover procedures for sold RVs, ensuring customers were fully informed and satisfied with their purchase.

Lead Management & After-Sales Service:

• Managed inbound online inquiries from listing websites, providing prompt and accurate responses to convert leads into sales opportunities.
• Delivered exceptional after-sales service by conducting monthly and 3-month follow-up calls to maintain customer satisfaction and foster long-term relationships.

Key Achievements:

• Consistently met or exceeded sales targets through a determined and customer-focused approach.
• Strengthened customer loyalty and satisfaction through proactive after-sales support and follow-up.
• Enhanced the sales process by effectively managing both in-person and online inquiries.

Core Competencies: Sales & Customer Engagement | Lead Management | Product Knowledge | After-Sales Service | Relationship Building | Process Optimization

Butcher – Nolan Meats, Gympie, QLD
November 2011 – March 2016

Operations & Production:

• Opened and prepared the Boning Room for daily operations, ensuring readiness for later shift arrivals and seamless workflow.
• Performed cutting, slicing, and packaging of meat cuts to meet export and sales requirements, adhering to quality and safety standards.
• Operated commercial-grade equipment, including band saws, grinders, and slicers, with precision and efficiency.

Collaboration & Strategy:

• Participated in monthly sales meetings with management teams to review sales performance and contribute to strategic planning for upcoming months.

Key Achievements:

• Transitioned from a part-time after-school role to a full-time position, demonstrating commitment and adaptability to a demanding early morning roster.
• Played a key role in maintaining operational efficiency and meeting production targets for export and sales.
• Contributed to strategic discussions, aligning production efforts with sales goals and company objectives.

Core Competencies: Meat Processing & Packaging | Equipment Operation | Workflow Optimization | Team Collaboration | Strategic Planning | Quality Assurance