Lisa Wingle
Wirral ,Merseyside
Summary
Experienced in managing claims from inception to resolution with focus on customer satisfaction. Adept at negotiating settlements, analysing policy details, and maintaining accurate records. Committed to delivering timely and fair outcomes. Empathetic professional skilled in providing exceptional customer service within fast-paced environments. Manages client communications and addresses concerns to enhance satisfaction throughout claims processes. Focused on achieving performance targets while fostering positive relationships with policyholders.
Overview
12
12
years of professional experience
Work History
Household Claims Handler
The AA
03.2023 - Current
- Processed and assessed insurance claims within established guidelines, delivering prompt and accurate resolutions.
- Assessed incoming claims for validity against policy's conditions and communicated reasons for partial or no payments to clients, enabling fair settlement of valid claims.
- Negotiated settlements with claimants to achieve fair resolutions while protecting company interests.
- Negotiated settlements with claimants, aiming for fair resolutions within policy limits.
- Maintained ongoing contact with customers throughout claims process, ensuring timely updates on claim progress and enhancing customer experience.
- Delivered exceptional customer service by keeping claimants informed throughout the claims process.
- Provided exceptional customer service by addressing queries and concerns related to claims processes.
- Monitored ongoing claims to adjust reserves and ensure accurate financial reporting.
- Examined claim evidence against company guidelines and procedures to determine suitable outcomes for submitted claims, informing approval or rejection decisions.
- Collected evidence through investigations, verified documentation from claim submissions and opened new cases in company systems to initiate claim processing activities.
- Gathered information from clients, insurers and partners to support accurate valuation and cost calculations for settlement payments.
- Liaised with policyholders to gather necessary documentation and evidence for claims processing.
- Sought advice from external specialists on complex cases' investigations, cost estimations and claim processing to mitigate settlement underpayments or overpayments.
- Coordinated with repairers and suppliers to ensure quality repairs at reasonable costs.
- Participated in regular team meetings to discuss challenges and share insights on improving service delivery.
- Received correspondence from claimants, verified insurance coverage and arranged assistance to meet clients' needs, exceeding performance targets.
Account Handler
Forces Mutual
Liverpool
09.2020 - 03.2023
- Acquired new clients and grew customer base by delivering relevant product solutions within client budgets and schedules.
- Led contract negotiations with clients, achieving favourable terms that maximised profit margins.
- Consistently met and exceeded department targets.
- Responded to client enquiries and issues, providing timely and effective resolutions.
- Communicated with customers to immediately determine and resolve problems, avoiding escalation.
- Probed sales and marketing data to identify business challenges to understand needs of prospective clients.
New Client Services Advisor
Slater and Gordon Lawyers
Liverpool, Merseyside
11.2019 - 09.2020
- Actively listened to customers to understand requests and address concerns, enhancing overall customer experience.
- Resolved customer queries and issues through effective communication and clear, step-by-step solutions, ensuring customer satisfaction.
- Prepared written communications, documents, and reports to support customer interactions and improve service delivery.
Technical Support Representative
Direct Marketing Support
Wirral, Merseyside
06.2014 - 09.2018
- Managed website enquiries from customers in the UK for Vaillant boilers, ensuring timely and accurate responses.
- Coordinated dispatch of glass samples and brochures globally, facilitating customer decision-making.
- Operated forklift in warehouse to transport materials
- Produced glass specifications for small and large projects for Pilkington Glass, collaborating with architects worldwide.
Education
Bachelor of Arts - BA Sociology and Criminolgy
University of Liverpool
Liverpool2012
Skills
- Claims assessment
- Claims processing
- Insurance product knowledge
- Policy evaluation
- Settlement negotiation
- Risk assessment
- Investigation methods
- Accurate record-keeping
- Customer relationship management
- Customer Service
- Communication skills
- Verbal communication
- Written communication
- Empathetic communication
- Conflict resolution
- Negotiation strategies
- Decision-making
- Problem solving
- Team collaboration
- Working with KPIs
- Adaptable thinking
- Attention to Detail
- GDPR adherence
- Case Management
- Settlement negotiation
- Case Management
Timeline
Household Claims Handler
The AA
03.2023 - Current
Account Handler
Forces Mutual
09.2020 - 03.2023
New Client Services Advisor
Slater and Gordon Lawyers
11.2019 - 09.2020
Technical Support Representative
Direct Marketing Support
06.2014 - 09.2018
Bachelor of Arts - BA Sociology and Criminolgy
University of Liverpool