Lee DUGGAN

• Demonstrate adept management of a caseload of FCA complaints pertaining to Commercial and Liability Insurance Claims, adressing issues raised by policyholders, brokers and third parties
• Conduct thorough investigations in to customer service provided by Claims Handlers and issue formal written responses detailing findings on behalf of the business
• Engage empathetically with customers, discussing their complaints in a concise manner to fully understand their issues and determine the optimal resolution for customer and business
• Constructively liaise with the Financial Ombusman Service to ensure customer-centricity in business processes and decision making on disputed claims
• Consistenly deliver positive and supportive guidance to Claims Handlers in relation to claim handling and customer service on a day to day basis.

• Logged new inbound commercial property insurance claims received over the phone and by email, with a keen focus on detail and customer care
• Proactively managed a diverse caseload of insurance claims up to the value of £50,000 from inception to completion, demonstrating a commitment to efficiency and meticulous organisation
• Consistently delivered excellent customer service, addressing customer needs effectively through both phone and written communications on a daily basis
• Liaised and collaborated with third-party suppliers such as Loss Adjusters and Contractors, ensuring adherance to policy and efficient management of outsourced claims
• Supported team leaders by performing quality assurance checks on colleagues' phone calls and files, ensuring the delivery of exceptional customer service, offering positive and constructive feedback where necessary.

• Interacted with various parties, including policy holders, insurance companies and third parties in the nuanced handling of high-value or contentious insurance claims
• Conscientiously applied the TCF (Treating Customers Fairly) regulatory framework throughout dealings on a day to day basis to ensure correct guidance provided to customers and clear communications are maintained
• Successfuly partnered with field Loss Adjusters to bring about a fair and efficient resolution for both the customers and Insurance companies
• Composed detailed and analtyical reports for Insurance companies, offering insight on their customers claim and providing well-informed advice on suitable claim resolutions

FIRST NOTIFICATION OF LOSS TECHNICIAN

• Systemtically and proactively dealt with a large number of new claim triages, engaging with customers and Insurance companies and subsequently preparing documenation for the visiting Loss Adjuster to assess a property
• Effectively coordinated the diaries of a large group of Loss Adjusters nationwide, ensuring assigments alligned with their specialities and maximised resources of the business.

• Dealt with a high volume of incoming and outgoing post on a day to day basis, ensuring the post was logged, scanned and assigned to the correct departments
• Took details of new motor losses from clients and reported the matter to their insurance company, acting on their behalf
• Provided general assistance to Claim Handlers and regional broker offices in their day to day tasks.