David Sullivan

I arrived into my position at Allianz in a working home position as a customer claims specialist role in what was a new department that had started in November 2021 under a new Lloyd's bank PLC and Halifax contract the business had assigned. Upon my arrival the department was still in a development stage and ongoing strategical and Structured changes were still being implemented. A 4-week training period was provided to myself and my peers to understand the structure of Allianz and a full overview of the company's policy wordings in line with scenario training and team exercises and systems coaching. Upon arriving into my new team, I was assigned to taking inbound calls for the department which was a great opportunity for me to see the different types of claims that we deal with and to get a better understanding of using ABS and increase my ability to review and take information from the policy wordings in a more efficient manner when needed. After a month I was assigned incoming post work which was allocated to myself via the claims system that needed to be complete within SLA guidance. This again was another great opportunity for myself to understand the best practices of dealing with incoming post along with any deductions that needed to be made on a specific claim. After a specific period of time, I had a conversation with my team manager about an opportunity that was due to arise in the very near future to be a Senior team member within the department to which we worked in line to reach this goal. My ambition was to take onboard particular tasks that would help myself achieve this goal to which I was successful, this included a buddy system in which I would look to assist a new team member in settling into their role and helping them with their own development also. Furthermore, I then began to take on the role of hosting team meetings with the entire team as a whole and to provide department updates and further communications shared efficiently. This gave me the opportunity to not only take onboard this responsibility but gave me the opportunity to show accountability and leadership. As a senior within the department a restructure was needed so that each team could take one senior within their team to which I was assigned to my new team as a senior. As of today, I am currently in a secondment role as a team manager. This opportunity has arrived due to the new NatWest contract that Allianz had taken onboard that began in February of this year. Below I have listed the responsibilities and duties that I have taken onboard since becoming a senior and team manager and previous since I've arrived into Allianz.

: Dealing with complex claims/managing LBG queries mailbox

As an experienced claims handler, I was confident in handling complex cases on a daily basis when needed. This also included CEO complaints that were sent to the complaints inbox that needed to be actioned as a priority. This also gave me the opportunity to liaise with the customer service department on a daily basis. This is an example delivering improved service needs and to build customer relations.

: Livedesk cover

One of my roles as a senior was to cover livedesk on a weekly basis. My aim was to ensure that communication with the agent making the enquiry was clear and precise in line with the policy wording but also looking to provide the materials and tools needed to help the agent further. One of the key benefits that I gained from working livedesk was that I was also available to help and contribute to the development of others. I believe this is a very important part of collaborative leadership.

: Presenting team meetings

This gave me the opportunity to show that I could plan and organize a team meeting efficiently. The experience to prepare department communications and to lead on particular topics that needed to be discussed was essential. My aim with this was to ensure that the team as a whole could have an engaging discussion as a collective to ensure the alignment of the team as a whole.

: QA and performance analysis

As part of my role as a senior I was provided with the teams QA analysis and provided the task to review these in line with any areas of development needed within the team. I was able to book in development sessions with members of the team to assist in their growth towards certain areas in which further development was needed. My focus was to ensure the handler not only understood where further development was needed but why the areas needed to be further developed from a customer and department need.

: Team member check ins

It was important for myself to make sure that any new team member that joined the team arrived into a settled team environment. My aim was to look to help and assist any new team member with the tools and guidance needed to ensure they could look to perform in their new role. It was also an opportunity to share any advices and knowledge that I could share with the individual when needed.

: overseeing team in manager absence

During a period of time within my role I had a period of overseeing the team in the absence of my team manager. During this period, I was able to take onboard the responsibility of the team and to deal with all queries on a day-to-day basis. This gave me the opportunity to provide direction and show further leadership within the team and alignment. For this period, I was able to Communicate openly and transparently and to ensure that productivity remained at a consistent level within the team.my aim was to ensure the culture within the team remained the same so that my team manager could have a smooth transition and return. During this period I was also exposed to certain situations that involved the bereavement procedure and other queries involving payroll and holiday requests.

: accompanying team manager in disciplinary hearings

For this I joined a WebEx disciplinary hearing regarding a member of staff in which I was on hand to make notes of the entire hearing to ensure a fair and accurate assessment was complete. All notes were completed and these were reviewed and approved by team manager and delegated with HR.

: Liaising with service team

Within my role and as of today also I communicate on a daily basis with the service deliverance team on forecasting and planning not only on a daily basis but in line with service targets for the week. I am aware of the important of service levels and how we must deliver this for our clients.

:

• At AIG I had the opportunity to use my previous claims experience and knowledge and implement this into my role of being a casualty claims adjuster in the commercial insurance sector
• In my role at AIG I was able to develop my skills in claims excellence further and to complete a claim from start to finish ensuring that the policy holder/customer had a high-level and professional service provided to them at all times throughout the claims process
• I had the opportunity to build a highly professional relationship with my own policy holders and key accounts that was provided to myself from management in which communication was key at all times ensuring a smooth process on all claims and providing clear and precise information to fleet managers
• Furthermore, at AIG I gained knowledge of different types of policy's that we provided to our customers and gained further experience on the different types of coverage that is out lined in different policies across the board.

Key Responsibilities

: fnol - first notification of loss. Dealing with a customer's new claim from day one and providing a high-level service in a professional manner ensuring the customer was advised of the next steps moving forward in the claims process in a clear, precise manner and ensuring all information was correctly placed onto the system and within SLA regulations. also ensuring that the data protection act was being used at all times to ensure customer safety.

telephony - dealing with customer calls in bound in a high professional manner ensuring that the customer is key to what we do within our role and ensuring that their queries are essential to myself and the company as a whole and dealt with in a clear, precise manner and working alongside our policyholders to ensure a high-quality service of claims excellence.

Liability - dealing with liability on all claims in full. Full liability training was provided. Identifying which party is liable in full for damages upon review of evidence, footage, witness statements, use of the highway code and communicating our stance to our customers and third-party representatives.

file management - ensuring that each case file that was assigned to myself was reviewed in full ensuring the next action taken on the file would be a step closer to file closure and claim completion ensuring file quality was implemented on each case. Ensuring that each file had a clear and precise note after each touch of a file so the next file review could be a smooth process.

diary reviews - ensuring that each diary date/file was moved forward in a productive manner ensuring that all necessary actions were taken to bring file closure a step closer and a clear plan of action was placed onto the file advising of the next actions/steps to be taken.

identifying fraud - using our fraud teams capabilities I was able to send cases over that looked suspicious to be investigated further, this was a big aspect during my role as this is a potential savings of cost within a claim.

key accounts - handling large policy's such as the NHS and the royal bank of Scotland and building relationships with the main fleet managers, meeting via conference call, face to face meetings. Handling these policy's required great responsibility as they were a big part of our business and department. Ensuring that all outstanding cases were reviewed upon renewal and a breakdown provided to the account brokers in full via a face-to-face meeting or via zoom call. This was essential as this provided a service to our customers and brokers ensuring that they could rely on us which helped build our relationship and implement the customers trust which would lead to renewal at the policy renewal dates.

credit hire identification - Identifying where a third party has decided to take out a credit hire vehicle whilst liability is ongoing which can increase costs significantly and dealing with specific cases on a without prejudice basis if this would be beneficial to stop any litigation or further costs occurring.

loss adjusters - dealing with loss adjusters in regards to any third-party property damages our policy holder may have inflicted, ensuring our surveyors were notified so they can look to inspect any damages and provide an accurate cost of the damages for our outlay which in turn again would look to save on any high costs that a third party provided to us.

work distribution - I was given the opportunity to handle team diaries and to distribute these out ensuring all dates were consistent and completed within SLA requirements.

dealing with third party solicitors/brokers - Dealing with third party solicitors and ensuring communication was key to prevent any litigation being filled against our customer/policy holder. dealing with policy holder brokers outlining our current position on a claim and providing the relevant feedback necessary to be passed on to our customer

working within a team / communication – being able to work as a team was essential in everything we did. Communication was one of the main aspects within our role and having the ability to reach out to our fellow colleagues or assistance or if any assistance was required at all times.

• Supporting the claims department with new and existing claims that come into the department through the company system ACS and liaising with team members and internal staff to provide a more organized handling of each case
• Communicating with many different brokers and adjusters along with third parties to ensure a smooth and reliable handling of claims for the department.
• inputting claims data from adjusters and brokers to set the claim up with correct customer details and perils
• dealing with out of hours reports from adjusters within a specific time frame to ensure customer queries and issues were dealt with promptly to provide great customer service for clients and

customers.

• Dealing with broker and third-party e-mails in regards to claim updates and queries.
• Handling ministry of justice claims through different system ensuring all injury claims are dealt with within a 3-day period to stop any additional fees being charged.
• Handling of system related post on ACS system to attach to files relating to specific claim.
• Completing applicable company courses each year in regards to money laundering, safety in the workplace, fraud and identity theft.
• Photocopying, scanning, working with all Microsoft programme's.
• Handling of money and large payments that was needed to be sent to customers and adjusters.
• Dealing with inbound phone calls from clients and brokers as well as making outbound calls for further information and details.
• Dealing with many different spreadsheets to keep all specific records and data in a professional and organized manner for future reference.
• Training new members of staff to company standards and providing information and help at all times
• registering company complaints whilst showing care and consideration for the customer to ensure all problems were dealt with professionally and promptly

• Took up various roles to help the team with workload, including inputting client addresses and contact details into CRM system, scanning and photocopying, creating spreadsheets, and internet research.

• Took up a temp role through hays working on the main reception, answering calls, directing calls, meeting and greeting visitors, booking meetings and meeting rooms, arranging travel, handling parcels and deliveries, providing security fobs.

• Worked in the Shortfall Collections department, assisting with mortgage payments, advising consumers on payment solutions, working out payment plans, using company system, handling calls, meeting and greeting clients, using Microsoft packages, producing letters, photocopying, scanning, faxing, working as a team.