Charles Valentine
Peterborough
Summary
Claims professional with expertise in handling claims from cradle to grave. Specialist in claims investigation, insurance policy analysis, and property damage assessment. Proficient in claims management, negotiation, and dispute resolution, with a track record of reducing leakage through effective processing techniques. Strong skills in empathic communication and customer service, ensuring high client satisfaction and efficient complaint resolution. Background in project and portfolio management, emphasising rational decision-making and time management.
Overview
23
23
years of professional experience
Work history
Specialist Claims Handler
Royal & Sun Alliance Group Ltd/Intact Insurance
Peterborough
2023.01 - Current
- Managed own portfolio of property insurance claims from first notification of loss through to settlement, ensuring compliance with policy terms and regulatory requirements.
- Dealt with perils such as Escape of Water, Fire, Flood and complex claims upto license limit of £15,000.
- Investigated claims by reviewing policy coverage, gathering statements, and analysing evidence including photos, reports, and third-party documentation.
- Delivered desktop assessments for lower-value claims, using digital tools and estimation software (e.g. Xactimate, Symbility) to validate damage and determine settlement values.
- Liaised with contractors, suppliers, and other third parties to verify repair costs and support accurate claim evaluation.
- Negotiated and agreed settlements with policyholders and representatives, issuing payments or formal denials with clear rationale.
- Managed high-volume caseload (45–80 claims), maintaining detailed records and progressing files within required timeframes.
- Identified potential fraud indicators and referred suspicious cases to relevant departments.
- Provided clear, consistent communication to customers, guiding them through claims processes and managing expectations.
Health & Safety Representative at RSA
Unite the Union
Peterborough
2015.01 - Current
- Represented employees on health and safety matters, acting as key liaison between staff and management.
- Conducted regular workplace inspections to identify hazards and ensure compliance with health and safety legislation.
- Raised concerns and made practical recommendations to improve workplace safety and reduce risk.
- Investigated incidents and near misses, supporting root cause analysis and preventative actions.
- Participated in health and safety meetings, contributing to policy reviews and continuous improvement initiatives.
- Promoted positive safety culture by encouraging safe working practices and raising awareness among colleagues.
- Supported employees with health and safety queries, providing guidance in line with company procedures and regulations.
- Monitored employer compliance with health and safety policies and reported any breaches or concerns.
Rapid Claims Handler
Royal & Sun Alliance Group Ltd
Peterborough
2009.01 - 2023.01
- Managed caseloads of low-value household insurance claims (up to £5,000), covering buildings, contents, accidental damage, theft, storm, drainage, and personal possessions.
- Handled fast-track claims, achieving resolutions typically within 2–3 days while maintaining accuracy and quality.
- Delivered fair and timely claim outcomes in line with policy coverage and company standards.
- Exercised delegated authority to assess and approve claims within financial limits.
- Reviewed supplier and contractor reports to validate claims and support decision-making.
- Identified cost-effective solutions to ensure optimal outcomes for both customer and business.
Customer Relations Support
Royal & Sun Alliance Group Ltd
Peterborough
2007.07 - 2009.01
- Liaised between management and customers when higher-level decisions were required regarding complaint resolutions.
- Improved customer satisfaction by promptly and professionally addressing queries and concerns.
- Utilised communication skills to relay product information resulting in informed customers.
- Persistently reached out for customer feedback, implemented improvements based on suggestions received.
- Analysed individual complaints, leading to targeted problem-solving efforts.
- Enhanced customer satisfaction by addressing and resolving complaints promptly.
Sales & Service Insurance Representative - Home
Royal & Sun Alliance Group Ltd
Peterborough
2005.03 - 2007.07
- Promoted product knowledge, enhanced sales performance.
- Provided end-to-end sales and servicing support for household insurance policies, including new business, renewals, and cancellations.
- Delivered knowledgeable guidance to customers, using strong product understanding to recommend suitable cover and resolve queries.
- Handled customer enquiries across multiple channels, including phone, email, and live chat, ensuring timely and accurate responses.
- Managed and resolved customer complaints and disputes professionally, maintaining high levels of customer satisfaction.
- Produced and issued policy documentation, correspondence, and customer communications in line with company standards.
- Proactively followed up on enquiries to ensure issues were fully resolved and customer expectations were met.
- Built strong customer relationships through clear, professional, and customer-focused communication.
Sales & Service Insurance Representative - Motor
Royal & Sun Alliance Group Ltd
Peterborough
2003.03 - 2005.03
- Generated new business by engaging customers and converting enquiries into motor insurance sales.
- Provided tailored policy quotations and explained cover options clearly to help customers make informed decisions.
- Managed policy changes across customer lifecycle, including mid-term adjustments, renewals, and cancellations.
- Worked towards and achieved sales and retention targets within fast-paced contact centre environment.
- Responded to customer queries, clearly explaining policy features, exclusions, and documentation.
- Handled challenging conversations confidently, resolving concerns and supporting customer retention.
- Maintained accurate customer records and ensured all activities were completed in line with regulatory and company standards.
- Delivered professional and efficient service across multiple communication channels.
Education
O levels - English, Commerce, Maths, Science and Geography
Cranbourne Boys High School
ZimbabweProfessional Salesmanship Course -
Hubbard Dianetics Foundation
Zimbabwe Skills
- Claim investigation expertise
- Professional integrity
- Claims settlement technique
- Property damage assessment
- Risk evaluation
- Claims management
- Project Management
- Complaint resolution
- Portfolio Management
- Rational decision making
- First Notice of Loss (FNOL) handling
- Leakage reduction
- Insurance policies
- Insurance product knowledge
- Property damage claims
- Liability negotiation
- Policy Interpretation
Languages
English
Fluent
References
References available upon request.
Timeline
Specialist Claims Handler
Royal & Sun Alliance Group Ltd/Intact Insurance
2023.01 - Current
Health & Safety Representative at RSA
Unite the Union
2015.01 - Current
Rapid Claims Handler
Royal & Sun Alliance Group Ltd
2009.01 - 2023.01
Customer Relations Support
Royal & Sun Alliance Group Ltd
2007.07 - 2009.01
Sales & Service Insurance Representative - Home
Royal & Sun Alliance Group Ltd
2005.03 - 2007.07
Sales & Service Insurance Representative - Motor
Royal & Sun Alliance Group Ltd
2003.03 - 2005.03
O levels - English, Commerce, Maths, Science and Geography
Cranbourne Boys High School
Professional Salesmanship Course -
Hubbard Dianetics Foundation