- Played Korfball for Exeter City since 2020
- Keen paddleboarder and adventure/adrenaline seeker
- Dog owner and lover
Josi Parker
Cullompton,Devon
Summary
Dedicated Senior Claims Handler with expertise in resolving complex claims in all jurisdictions of the world and delivering exceptional customer service. Builds strong relationships with clients and stakeholders to enhance satisfaction and trust. Analyses claims data to identify trends and mitigate risks, ensuring fair and efficient settlements. Mentors colleagues to enhance service delivery and personal growth and sustain high claims standards. Driven professional with excellent customer service experience and background managing complex claims. Strong organisation skills and high level of attention to detail.
Overview
11
11
years of professional experience
Work History
Senior Claims Handler
Kennedys Law LLP
Cullompton , Devon
10.2018 - Current
- Determined claim validity against policy conditions for fair settlement decisions.
- Resolved insurance claims promptly by following established handling guidelines.
- Investigated disputed claims to secure unbiased settlements for customers.
- Managed claims from start to finish to keep stakeholders informed.
- Adjusted reserves by monitoring claims for accurate financial reporting.
- Minimised handling errors by applying company policies consistently.
- Audited claim files to verify compliance with internal and external standards.
- Verified claims files through audits to maintain required standards.
- Maintained accurate, confidential claims records in line with regulations.
- Communicated payment outcomes and reasons clearly to support trust.
- Delivered excellent customer service to raise satisfaction and engagement levels.
- Collaborated with team members to achieve target service results for clients.
- Built effective relationships that enhanced coordination and minimised friction.
- Improved claims procedures to enhance overall effectiveness.
- Contributed extra tasks to strengthen service delivery across the team.
- Planned work carefully to meet schedules and avoid claim delays.
- Produced clear written documents and reports to support decisions.
- Shared meeting communications and information to improve service discussions.
- Applied industry knowledge to improve processes and service quality.
- Discussed challenges in team meetings and shared improvement insights.
- Decided claim approvals and rejections based on guidelines and evidence.
- Monitored mentee progress through regular meetings, providing constructive feedback and encouragement.
- Mentored employees, enhancing performance and reinforcing service standards.
- Established a supportive environment, encouraging open dialogue and mutual respect among mentees.
- Guided mentees through career development plans, tailoring advice to individual aspirations and abilities.
- Promoted lifelong learning and self-improvement, motivating mentees to pursue continuous professional development.
- Engaged in ongoing personal development to stay abreast of best practices in mentoring and coaching.
- Promoted lifelong learning and self-improvement, motivating mentees to pursue continuous professional development.
- Engaged in ongoing personal development to stay abreast of best practices in mentoring and coaching.
Claims Handler
Claims Consortium Group
Taunton , Somerset
03.2015 - 10.2018
- Managed a portfolio of claims from initiation to closure, ensuring timely updates to all stakeholders.
- Prioritised urgent and high-risk complaints, ensuring they were escalated appropriately and resolved in a timely manner.
- Conducted detailed investigations into disputed claims, facilitating fair and unbiased resolutions.
- Liaised with policyholders to gather necessary documentation and evidence for claim substantiation.
- Collected evidence through investigations, verified documentation from claim submissions and opened new cases in company systems to initiate claim processing activities.
- Retrieved claim records to verify policyholder information and coverage before processing claims.
- Utilised specialised claims handling software to expedite processing and enhance accuracy.
- Analysed claim trends to identify potential fraud, contributing to risk mitigation strategies.
- Coordinated with repairers and suppliers to authorise necessary works and control costs.
- Negotiated settlements, working with solicitors and claims professionals to reach beneficial agreements and facilitate compensation.
- Maintained a calm and professional demeanor when dealing with challenging or upset customers, ensuring a positive interaction.
- Acknowledged and responded to customers' concerns within set SLAs for compliance with company standards.
- Provided exceptional customer service by addressing queries and concerns related to claims processes.
- Prepared reports explaining assessment results and outlining methods used.
Education
NVQ Level 1 - Building Construction for Claims Handlers
City & Guilds of London Institute
Taunton 01-2017
A-Levels - CII
Chartered Insurance Institute
Exeter, DEV01-2016
Bachelor of Science - Marine Biology and Oceanography
University of Plymouth
Plymouth01-2013
A-Levels - Biology, Psychology, Archaeology
Richard Huish College
Taunton 01-2009
Skills
- Claims management of large and complex caseloads
- Extensive experience in Financial Lines: Professional Indemnity, Directors and Officers, Bankers Blanket Bonds, Crime, Bloodstock, Commercial Combined Insurance
- Historic experience in Household and Commercial Buildings and Contents Insurance
- Extensive experience working with Insurers, MGA Carriers, Loss Adjusters, Panel Lawyers, Brokers and Policyholders
- Claims processing
- Claims settlement procedures
- Fraudulent claim identification
- Risk assessment
- Analytical thinking
- Industry compliance
- Accurate record-keeping
- Process improvement
- Customer service
- Effective communication
- Professional communication
- Stakeholder communication
- Client management
- Decision making
- Performance coaching
- Team collaboration
- Peer collaboration
- Student mentoring
- One-To-One training
- Positive mindset
- Conflict resolution
- MS Office expertise
- First Aid certification
- 11 Years Customer service experience in Insurance
- Peer collaboration
- One-To-One training
Interests
Timeline
Senior Claims Handler
Kennedys Law LLP
10.2018 - Current
Claims Handler
Claims Consortium Group
03.2015 - 10.2018
NVQ Level 1 - Building Construction for Claims Handlers
City & Guilds of London Institute
A-Levels - CII
Chartered Insurance Institute
Bachelor of Science - Marine Biology and Oceanography
University of Plymouth
A-Levels - Biology, Psychology, Archaeology
Richard Huish College