Richard Coleman
Claims Administrator
Benowa,Australia
Work Preference
Summary
Dynamic Claims Administrator with a proven track record at Kent Removals and Storage, excelling in empathetic customer support and end-to-end case coordination. Achieved a 20% reduction in claim resolution time through strategic process improvements, while effectively liaising with stakeholders to enhance client communication and satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
4
4
years of post-secondary education
Work History
Claims Administrator
Kent Removals and Storage
Gold Coast, QLD
01.2026 - Current
- Manage end-to-end transit insurance and relocation-related claims in line with Kent policies and service standards.
- Liaised with clients, removal teams, insurers, underwriters, loss adjusters, and suppliers to ensure timely and effective resolution of claims.
- Provided clear communication to clients throughout relocation process, managing expectations and minimizing stress during transitions.
- Maintain in-depth working knowledge of Kent’s internal processes, documentation requirements, and coordination systems.
- Ensure accurate and compliant data entry across internal platforms.
- Handle escalations with a solution-focused approach, maintaining customer trust and brand reputation.
- Monitored SLAs and identified opportunities for improvement to enhance service delivery and client satisfaction.
Insurance Manager
Griffith University
Nathan, QLD
09.2024 - 01.2026
- Manage a high-value commercial insurance claims portfolio exceeding $1M, including current cases up to $3.8M, ensuring full compliance with regulatory standards and timely resolution with Brokers.
- Liaised with Brokers and internal departments to manage insurance renewals and placements across property, liability, and professional indemnity policies, securing optimal coverage and value.
- Deliver executive-level risk and claims reporting, producing insights for senior leadership on exposure trends, loss events, and policy optimisation strategies.
- Led end-to-end management of commercial, ISR, and personal injury claims, facilitating return-to-work planning and providing tailored support to stakeholders across three campuses.
- Developed and implemented a strategic claims management framework for the university, now used to streamline claim procedures and improve stakeholder experience.
- Coordinate risk and insurance management functions, including storm and impact damage response, incident tracking, and claims mitigation strategies aligned with enterprise risk appetite.
- Supported university-wide risk resilience initiatives by collaborating with Risk & Resilience team to design proactive loss prevention and business continuity programs.
Property Insurance & Assessing Team Leader
Allianz
Gold Coast, QLD
01.2023 - 09.2024
- Successfully managed a portfolio of over 150 property insurance claims annually, implementing strategic process improvements that resulted in a 20% reduction in claim resolution time.
- Managed complex casualty and liability claims, including coverage disputes, and served as the technical escalation point within the team.
- Oversaw daily workflows, drove process efficiencies, and ensured adherence to quality and risk management standards to enhance operational performance.
- Conducted quality audits, identified trends, and developed performance improvement plans to elevate service quality.
- Mentored and coached staff on technical expertise, customer service, and personal development, resulting in a measurable uplift in team performance and confidence.
- Delivered strategic input on organisational KPIs and financial targets, helping maintain service stability while ensuring alignment with business objectives.
- Oversaw HR-related duties including recruitment, employee development, and corrective performance management, contributing to a 20% increase in team retention.
- Coordinated and monitored return-to-work programs for injured or mentally unwell employees, ensuring safe reintegration and full compliance with workplace health policies.
- Collaborated with leadership on strategic direction, budget oversight, and performance reporting to ensure accountability and align with business objectives.
Commercial Property Insurance Team Leader
IAG
Gold Coast, QLD
02.2015 - 01.2023
- Effectively managed a portfolio of over 100 commercial property insurance claims annually, demonstrating strong attention to detail and process efficiency.
- Lodged over 100 commercial property insurance claims at IAG and managed the process, reducing claim acceptance and resolution times by 20%.
- Reduced claim resolution time by 20% by implementing strategic process improvements and enhancing communication with stakeholders.
- Provided commercial operational leadership by overseeing daily team functions, driving efficiency, ensuring quality assurance, and mitigating operational risks in line with company standards.
- Supported financial and operational KPIs by streamlining claims data entry, improving data accuracy, and reducing manual entry time, resulting in stronger compliance and workflow efficiency.
- Managed customer service and portfolio across dual roles as Claims Consultant and Telephone Business Consultant, ensuring professional engagement with customers and internal teams.
- Coordinated with assessors, trade repairers, internal departments, and clients to resolve disputes and maintain positive communication under pressure.
- Utilised internal systems such as V8 Claims, Huon, SharePoint, and Microsoft Office Suite to manage diary entries, track workflows, and ensure timely task execution across a high-volume caseload.
Operations Consultant
IAG
Sydney, NSW
06.2007 - 02.2015
- Supported end-to-end call centre operations, including executive reporting, shift planning, and direct staff management—ensuring daily workforce coverage and operational continuity.
- Led call centre team of 25 in performance management, coaching, executive reporting, and business operations.
- Oversaw team performance and addressed workplace issues related to staff adherence, absenteeism, and misconduct.
- Conducted and coordinated recruitment processes, including interviewing and onboarding of new employees; collaborated with divisional leaders to ensure staffing aligned with performance and service delivery goals.
- Executed workplace audits, investigated policy breaches, and managed personal injury claims to ensure compliance with industrial and safety regulations.
- Played a dual role as SME and coach for the training unit, driving quality improvement through structured call monitoring sessions and supporting the development of training materials that improved first-call resolution rates by 12%.
Education
Diploma in Law - Current Study, Complete Dec 2026 -
University of Canberra
Canberra, ACT 01.2026 - Current
Work Health and Safety - Work Health And Safety Inspections
CQ University
Brisbane, QLD 01.2022 - 12.2022
Bachelor: Business - Management
APM College
Sydney, NSW 01.2009 - 12.2011
Skills
- Claims management
- Insurance Management
- Risk Management
- Litigation Matters
- Regulatory compliance
- Transit insurance knowledge
- SLA & KPI Monitoring
- Case coordination
- High-Volume Workflow Management
- Data entry
- Microsoft Office Expert Level
- Clear & Professional Communication
- Client communication
- Supplier & Stakeholder Liaison
- Active Listening
- Conflict resolution
- Solution-Focused Mindset
- Attention to Detail
- Time management
- Empathetic Customer Support
Certification
- Queensland C-Class Driver's Licence
- Australian Citizen – Valid Passport
- Working with Children Check (Blue Card)
- Construction White Card – CPCCJFSQ00Q
- Psychosocial Risk Management for People Leaders – Completed Training
- First Aid & CPR Certification – Current and Valid
- Typing Speed: 50 words per minute (96% accuracy)
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Microsoft Office
Apple Software
Interests
Music
Sport
Websites
Timeline
Diploma in Law - Current Study, Complete Dec 2026 -
University of Canberra
01.2026 - Current
Claims Administrator
Kent Removals and Storage
01.2026 - Current
Insurance Manager
Griffith University
09.2024 - 01.2026
Property Insurance & Assessing Team Leader
Allianz
01.2023 - 09.2024
Work Health and Safety - Work Health And Safety Inspections
CQ University
01.2022 - 12.2022
Commercial Property Insurance Team Leader
IAG
02.2015 - 01.2023
Bachelor: Business - Management
APM College
01.2009 - 12.2011
Operations Consultant
IAG
06.2007 - 02.2015