MICHAEL P'NG
Sydney,Australia
Summary
Experienced insurance professional with over 29 years in claims operations and business transformation. Recognized for strategic leadership and enhancing customer satisfaction through innovative claims management. Proven track record in elevating team performance and fostering stakeholder relationships. Dedicated to continuous improvement and operational efficiency.
Overview
29
29
years of professional experience
Work History
Head of Claims
360 Underwriting Solutions Pty Ltd
Sydney, Australia
09.2023 - Current
- Transformed 360's claim proposition, establishing preferred underwriting agency status in intermediated space
- Oversaw claims offering of $610M GWP portfolio to enhance market competitiveness
- Facilitated training and development programs for claims teams across Australia
- Increased staff engagement score by 18% year-over-year through targeted initiatives
- Reviewed and implemented new claims system, retiring two legacy systems for efficiency
- Developed strategic supply chain panel to mitigate claims inflation impacts.
Head of Agency Claims
QBE Insurance
Sydney, Australia
01.2023 - 09.2023
- Developed governance and performance monitoring framework for QBE's Agency space, overseeing $1.2B in GWP
- Implemented Claims Management Agreements for all Agencies with a delegated claims authority
- Enhanced risk culture and compliance framework for QBE Agencies.
Head of Specialty Claims
QBE Insurance
Sydney, Australia
11.2017 - 01.2023
- Operational responsibility for the service delivery of the Specialty Claims Division, which is comprised of Aviation, Marine, Accident & Health, Builders Warranty, Consumer Credit Insurance, and Agency product classes
- Management of 52 staff located in multiple locations across Australia and offshore
- Exemplary customer experience scores across Specialty with a survey Net Promoter Score consistently over 40%
- Successful design and implementation of QBE Claims first Payments Automation robot in Accident & Health as part of QBE's LEAP innovation initiative
- Brilliant Basics program (BB) – development and rollout of QBE Claims first digital customer experience with Accident & Health's digital online claim form
- Presented at BB roadshow across Australia
- Consistent QA audit scores of over 90% across all Specialty classes, with the lowest claim leakage scores to date
- Strong employee engagement score of 79% (higher than the AUSPAC average) for 2021, despite organizational structure changes
- Transformation of internal claims proposition where historically heavy reliance on external outsourced claims handling arrangements
- Reduction of legal and investigative spend (>20%) across Specialty by introducing better controls and a dedicated supplier panel
- Additional reporting lines Aviation, Builders Warranty and Agency Claims was added to remit in 2019 after good performance.
Operations Manager
Corporate Services Network, Gallagher Bassett
Sydney, Australia
03.2009 - 11.2017
- Company Overview: Previously known as Fullerton Health Corporate Services.
- P&L responsibility of AUD$30M claims management company across Accident & Health and Casualty general insurance classes with a department of 52 staff
- Diversification of service offering into new product class Casualty by onboarding first PL client Airtasker program
- Design and rollout of bespoke claims system, offering clients for the first-time complete web portal access to claims lodgement and reporting
- Development of CSN's emergency assistance offering into a 24/7 operational alarm center
- Process improvement initiatives to ensure a value driven service offering for our clients
- Notably successful transitioning from hard files to paperless office and implementation of ‘right person right claim' model
- Implementation of strong compliance and claims excellence program which led to the successful introduction into Lloyds insurance market
- Onboarded 8 new Lloyd Syndicates in 3 years
- Continued retention of claims management for some of the top 200 companies in Australia
- Strong business growth which resulted in CSN growing threefold since I started
- Securing AON tender and becoming their sole TPA for their A&H panel (5 year deal) in 2011 was the catalyst.
- Previously known as Fullerton Health Corporate Services.
Branch Manager
Gallagher Bassett Services
Sydney, Australia
02.2007 - 03.2009
- Responsible for the claims delivery in NSW across product classes Motor, Property, Public Liability and Professional Indemnity involving 12 staff based in Sydney
- Ensuring profitability of the business by delivering on service level agreements and retention of key corporate accounts which included State Transit Authority, Sydney Ferries, Kennards, Multiplex, Franklins and ISPT to name a few
- Rollout and ambassador of ‘The Gallagher Way' claims principles to the NSW office
- Implemented and chaired Major Claims Teleconferences for our General Insurance business across 3 State offices
- Involved in securing one of the Government's largest insurance tender for their General Insurance arm Comcover.
Corporate Claims Manager
Claims Management Group Limited
Sydney, Australia
04.2002 - 01.2007
- Claims operational responsibility of 4 major corporate partners which includes global clients Shell and InterContinental Hotels Group
- Management and development of 10 claims staff
- Design and implementation of the General Insurance claims program (Motor corporate fleet and Public Liability) for Shell Group Asia Pacific
- 3 year deal supported by Innovation Group Australia
- Management of PL claims and incident program for InterContinental Hotel Group across AUSPAC
- Management and successful run-off of liability claims belonging to the HIH Group Insolvency portfolio on behalf of liquidators McGrath Nichol & Partners
- Liaising with creditors and completing reconciliations of future dividend payments.
CTP Claims Team Leader
Suncorp Group
Sydney, Australia
03.2001 - 04.2002
CTP Settlements Manager
FAI Insurance, HIH
Sydney, Australia
10.1999 - 03.2001
CTP Claims Team Leader
Zurich Insurance
North Sydney, Australia
02.1996 - 10.1999
Education
ANZIIF - Certified Insurance Professional
Australian and New Zealand Institute of Insurance and Finance
Sydney03.2009
Bachelor of Economics - Business Law
Macquarie University
Sydney12.1996
Diploma of General Insurance -
ANZIIF
SydneySkills
- Adaptability
- Internal & External Stakeholder Management
- Critical thinking and problem solving
- Leadership Skills
- Business Process Improvement
- Client Relationship Management
- Claims management
- Employee engagement
- Problem-solving
- Team building
- Strategic planning
- Digital transformation
Hobbies and Interests
- Combat sports - Boxing & Muaythai
- Fitness
- Motorcycling
References
References available upon request.
References
References available upon request.
Timeline
Head of Claims
360 Underwriting Solutions Pty Ltd
09.2023 - Current
Head of Agency Claims
QBE Insurance
01.2023 - 09.2023
Head of Specialty Claims
QBE Insurance
11.2017 - 01.2023
Operations Manager
Corporate Services Network, Gallagher Bassett
03.2009 - 11.2017
Branch Manager
Gallagher Bassett Services
02.2007 - 03.2009
Corporate Claims Manager
Claims Management Group Limited
04.2002 - 01.2007
CTP Claims Team Leader
Suncorp Group
03.2001 - 04.2002
CTP Settlements Manager
FAI Insurance, HIH
10.1999 - 03.2001
CTP Claims Team Leader
Zurich Insurance
02.1996 - 10.1999
ANZIIF - Certified Insurance Professional
Australian and New Zealand Institute of Insurance and Finance
Bachelor of Economics - Business Law
Macquarie University
Diploma of General Insurance -
ANZIIF
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