Gayle Jones
Leighton Buzzard,Central Bedfordshire
Summary
Insurance researcher with 11 years of experience in pet insurance, specializing in detailed analysis of complex documentation. Proven ability to extract key information efficiently, leading to accurate assessments of implications. Strong relationship-building skills facilitate effective resolution of queries and issues, enhancing customer satisfaction. Extensive background in customer service, complaint resolution, claims handling, and team leadership, ready to tackle new challenges and opportunities.
Overview
14
14
years of professional experience
Work history
General Insurance Product Researcher
Defaqto
Haddenham, Buckinghamshire
2017.10 - Current
- Monitored general insurance market trends, regulatory changes, and emerging developments to inform product strategy.
- Research products using online sources, industry publications, and insurer documentation.
- Analyse complex product information, flag discrepancies, and update internal databases accurately.
- Manage product launches and updates within internal targets and quality standards.
- Liaised with insurers via email and telephone to gather and verify product change details.
- Investigated and resolved insurer queries regarding product data, ensuring accuracy for internal and external stakeholders.
- Audit datasets regularly, correct discrepancies, and protect product information integrity.
- Review and enhance data-collection processes to keep fields current for market changes.
Claims Specialist
Agria Pet Insurance
Aylesbury, Buckinghamshire
2017.02 - 2017.10
- Reviewed appeals from veterinary surgeons and policyholders, confirming correct decisions and outcomes.
- Corrected decision errors after review to align with case facts.
- Handled escalated complaint calls, resolving issues effectively while maintaining professionalism in emotive interactions.
- Processed written complaints under company and regulatory guidelines and set processes.
- Investigated claims flagged by fraud indicators to verify risk and validity.
- Reviewed departmental processes, analysing workflows to improve and streamline operations.
- Supported new claims system development through meetings with senior management and vendors.
- Managed smaller project work streams alongside core claims duties.
Interim Claims Team Leader
Agria Pet Insurance
Aylesbury, Buckinghamshire
2016.01 - 2017.02
- Managed daily team targets for 12 to meet claim SLAs.
- Ran day-to-day claims team of 6 to keep workflows smooth.
- Held regular meetings to review training needs, progress, and staff wellbeing.
- Created and implemented individual training and performance plans for team members.
- Provided individual feedback on claim-handling accuracy and telephony standards.
- Coordinated staff attendance for off-site CPD events, enhancing team development.
Senior Claim Handler
Agria Pet Insurance
Aylesbury, Buckinghamshire
2014.09 - 2016.01
- Assessed complex claims across various products, ensuring compliance with policy terms and conditions.
- Assisted with team quality control, ensuring claims were evaluated according to relevant terms through daily live quality control and retrospective audits.
- Creating and delivering training to the Claims Assessment Team.
- Responded to team queries regarding claims assessment, offering support and guidance as needed.
- System development testing.
Administration supervisor
Agria Pet Insurance
Aylesbury, Buckinghamshire
2012.06 - 2014.09
- Run day-to-day administration team activities for 10 staff to stay effective.
- Maintain telephony SLA compliance and request extra resource when demand rises.
- Complete administration procedures within required SLA deadlines through daily oversight.
- Manage rotas, holidays, overtime, and recruitment to match staffing to workload.
- Adapt team cover for intake changes, product launches, and role revisions.
- Carry out quality control checks on telephony and administration work outputs.
- Delivered monthly 1:1 appraisal sessions and arranged ad-hoc catch-ups.
- Compile individual and company MI and present reports for stakeholders.
Education
Foundation Insurance Test -
CII
National Diploma in Animal Care -
Aylesbury College
Diploma in Canine Anatomy and Physiology -
Oxford College
GCSEs -
Tring School
Skills
- Data analysis
- Quality Assurance
- Critical-thinking
- Decision-Making judgement
- Persuasive communication
- Conflict Resolution
- Patience and composure
Timeline
General Insurance Product Researcher
Defaqto
2017.10 - Current
Claims Specialist
Agria Pet Insurance
2017.02 - 2017.10
Interim Claims Team Leader
Agria Pet Insurance
2016.01 - 2017.02
Senior Claim Handler
Agria Pet Insurance
2014.09 - 2016.01
Administration supervisor
Agria Pet Insurance
2012.06 - 2014.09
Foundation Insurance Test -
CII
National Diploma in Animal Care -
Aylesbury College
Diploma in Canine Anatomy and Physiology -
Oxford College
GCSEs -
Tring School