Cíntia Santos

As a Third-Party Claims Handler at Zego, I manage a high-volume caseload of 370-420 active motor claims, handling the full lifecycle from notification to settlement.

My role involves assessing liability, responding to allegations, and proactively managing claims from various channels including OIC, MOJ, PAP, and Third-party claims for vehicle damage (with and without hire) and property damage made via third-party insurers or direct claimants.

My key day to day responsibilities include:

• Investigating and resolving personal injury claims, including valuation of medical reports and offer negotiation (first and counter offers).
• Managing credit hire claims, analysing engineer reports, hire payment packs and reviewing third-party outlays.
• Registering claims with CRU and MIAFTR.
• Regularly communicating with policyholders to advise on liability and case progression.
• Liaising with external parties such as third-party insurers, solicitors, engineers and credit hire companies.
• Identifying and escalating potential fraud concerns through careful file analysis, many of which I've successfully flagged.

This role has strengthened my ability to work under pressure, manage complex files independently, and maintain a strong customer focus while navigating legal and procedural challenges.

While at Bond Turner, I worked in two teams.

Initially, I was given a role as part of the Medicals team, where I was responsible for gathering medical evidence for Claimants.

This included liaising with medical agencies, arranging appointments with Claimants, reviewing and examining medical reports, identifying potential brain injuries, and additionally liaising with Counsel and fee earners to progress claims.

I later received the opportunity to train all new starters and create a training manual. After 8 months, I was promoted to the MOJ2 team.

As a paralegal, I managed my own case load - ranging between 200 to 250 files.

The aim of my role was to submit Stage 2 packs, therefore I reviewed the finished medical evidence, prepared special damages, calculated loss of earnings, reviewed and relayed PI valuations and liaised with Claimants regularly.

• Following the submission of the Stage two pack, I spoke with third-parties in order to negotiate and reach settlement of the claims.

In this shop I was tasked with managing a small team.

My customer service skills grew as I provided advice to people daily as well as answering their queries and handling the till.

I also became more organized as I managed co-workers, created schedules and maintained the shop.

Magic Willow is a holistic business.

Between 2019 and 2021 I worked in two different companies - The Contact Company as a customer support agent and Carlisle Support Services as a merchandiser doing essential work during the pandemic.

MAG is a print, design and event planner company.

Within this company I worked with a variety of materials from printed to stamped and different printing and cutting machines.

I was in charge of a small team to ensure company quality standards were met for all client projects and well as provide training in software, machine cleaning and maintenance, print and customer service.