Emmanuel Olaniyan

Managing complex, high-value claims for large corporate clients across specialty lines, the claims counterpart to specialty underwriting.

• Manage high-value GCS claims from first notification through investigation, coverage analysis, and liability decision to quantum transfer for medical and payment processing.
• Conduct detailed policy coverage analysis and liability assessments on complex, multi-faceted claims. Developing the same risk evaluation discipline required in underwriting.
• Serve as primary point of contact for brokers and solicitors on large premium accounts, managing relationships and ensuring clear, timely communication throughout the claims process.
• Analyse exposure and risk factors on each claim to make informed liability decisions, building a practical understanding of how underwriting decisions translate into claims outcomes.
• Collaborate cross-functionally with underwriting, fraud, and senior stakeholders to progress and resolve complex claims within agreed service standards.

Three-stage internal progression: Claims Administrator → Info-Only Claims Handler → Full Liability Claims Handler (Global corporate & Specialty claims). Each step earned through demonstrated risk judgment and performance.

Stage 1 – Claims Administrator

• Triaged and registered incoming claims using Guidewire, assessing complexity and routing each claim to the correct team and handler – developing an early and systematic understanding of risk classification and exposure levels across casualty lines.
• Identified patterns across claim types to support accurate allocation decisions, building familiarity with the range of risk profiles within Aviva's casualty book.

Stage 2 – Info-Only Claims Handler

• Managed a caseload of claims reported informally, where no formal claim had yet been submitted – conducting initial investigations to assess the likelihood of formal proceedings and potential liability exposure.
• Applied structured analysis to each notification: gathering facts, evaluating claimant behaviour, and making evidence-based decisions on whether to keep files open or close them when claimants were no longer pursuing – an early form of risk and exposure judgement central to underwriting.
• Redesigned the day-one broker acknowledgement email to elicit richer information upfront, improving data quality and claim progression speed – demonstrating broker engagement and process thinking at an early career stage.

Stage 3 – Liability Claims Handler

• Progressed to liability claims handling, managing investigation, coverage analysis, and liability decisions across a concurrent caseload within SLAs.
• Escalated complex liability and coverage disputes to senior handlers, developing nuanced judgment around risk and exposure thresholds.

• Provided tailored financial solutions to customers in complex circumstances, demonstrating strong analytical and judgment skills under regulatory pressure.
• Resolved customer complaints and queries at first contact, escalated complex cases with full context and recommendations.
• Maintained up-to-date product and regulatory knowledge to deliver accurate, compliant advice enabling me to build the discipline of staying current with technical frameworks.

• Worked within the collections team, personalizing each customer interaction to meet their needs effectively.
• Assessed customer financial circumstances to determine sustainable repayment solutions.
• Used structured questioning and analysis to fully understand customer situations enabling me to tailor affordable repayment plan for quicker financial recovery
• Delivered tailored support, particularly for vulnerable customers
• Built and maintained strong working relationships with colleagues, assisting with complex customer queries and complaints.

• Led full client onboarding lifecycle; developed best practice frameworks adopted across the business to improve customer retention and experience.
• Assessed existing client workflows, identified inefficiencies, and coordinated process improvements through documentation, training, and procedural change.
• Managed service escalations, resolving complex issues with minimal client disruption.