Lucy Atkinson
Horsham
Summary
A dedicated professional with expertise in diplomatic dispute handling and complex problem resolution, complemented by strong data analysis competence and critical thinking skills. Demonstrates a deep understanding of regulatory compliance and insurance product familiarity, ensuring adherence to industry standards. Known for self-motivated initiative and exceptional interpersonal communication, aiming to leverage these strengths in advancing career goals within the regulatory or insurance sectors.
Overview
21
21
years of professional experience
Work history
Senior Claims Broker Technician
Lonmar Global Risks/Bridge Specialty
01.2021 - 07.2025
- Agency /Retail/ Fine Art/ Cyber/ Casualty and Property claims mainly in the UK and Scandinavia, occasionally Canada and USA.
- Create New Claim files when required, ensuring correct Markets are informed of new claim in a timely manner.
- Ensuring the correct financials are held on each file and are monitored and updated on a regular basis.
- Liaising with Clients, TPAs, Adjusters, Lawyers and Insureds on claims, making sure to keep relevant parties updated and informed on the progress of the claim.
- Processing queries, updates and responses from all relevant parties to ensure the smooth handling of active claims.
- Negotiate and assist in the settlement of claims with Insureds and their advisors, including face to face meetings.
- Draft and send correspondence to TPAs, Adjusters, Lawyers and Insurers to assist in the general handling of the claim file.
- Processing claims bordereaux, ensuring the financials are accurate and updated on the relevant systems and are presented in a timely manner.
- Arranging the collection of claim funds, including fees, from the Insureds, making sure this is completed within set SLAs to avoid any charges.
- Building a rapport with Clients, TPAs, Adjusters, Lawyers and Insureds to ensure good service is provided whenever handling a claim.
- Keeping my files updated and in order.
- Adhering to FCA and company compliance protocols.
- Answering telephone calls and handling any query or request that is presented.
- Making sure to keep on top of active tasks within my designated workflow.
Claims Technician; Energy and Marine
Pro-Global
01.2021 - 12.2021
- Handling LIRMA Lead/Follow claims on a London Market Insurers' Onshore & Offshore Energy portfolio (primarily Property Damage & Business Interruption claims).
- Handling Direct and Reinsurance claims on a Worldwide basis but primarily originating from The USA, South America & Scandinavia.
- Basic knowledge of Lloyds Market practices and the Lloyds Claims Scheme
Claims handler; Legacy Commercial Disease Claims
RSA/Enstar/Pro-Global
01.2016 - 12.2021
- Registering, investigating and handling commercial disease claims within the legacy department with the intention of avoiding litigation where possible and negotiating fair indemnity with co insurers and solicitors.
- Handling follow, lead and coordinating claims, dealing with post including court documents and coordinators notes.
- Decision making on pre-litigated and litigated claims.
- Investigating the history of employers liability insurance policies which date back decades, with the use of Companies House and ELTO to confirm company names and histories.
- Creating and checking apportionment schedules for damages and costs.
- Reviewing and analyzing medical reports and GP records.
- Liaising with solicitors and other insurers as well as policy holders and brokers.
Complaints Handler
AXA
01.2016 - 12.2016
- Responsible for managing my own caseload of up to 20 complaints per week for a Home Emergency Insurance product.
- Reviewing claims history and following the claims journey for unhappy customers to investigate where things went wrong.
- Sending out letters of acknowledgment and after investigation, final response letters.
- Discussing investigations over the telephone with the customers with the intention of resolving the complaints and offering compensation where necessary.
Senior Claims Technician Complaints GBIS
Gallagher Bassett
01.2009 - 12.2015
- Responsible for managing any escalated complaints which need individual attention to progress to best resolution for all parties concerned.
- Managing an average of 10 serious cases at any one time, diarising and prioritising carefully to keep within all the FOS guidelines, and ensuring all documentation is adhering to all legislative and compliance requirements.
- Making contact with each customer to acknowledge receipt and inform them of the action being taken and the expected timescales.
- Reviewing the files to analyse the issues and work out potential ways for resolution, with authorization levels of £10k in house and £50K underwriting.
- Liaising with underwriters to get agreement on suggested resolutions when necessary.
- Writing detailed final response letters to the customer, reiterating the verbal resolution agreement.
- Completing all the relevant paperwork to close down a file.
- Building a supporting argument when claims are referred to FOS.
- Wrote and designed best practice training for complaint resolution.
Claims Technician
Gallagher Bassett
01.2012 - 12.2014
- Part of a team responsible for processing all the company's household claims.
- Processing complex claims being particularly mindful of the different schemes that might apply.
- Acting as a referral point for the advisors.
- Decision making on more complex claims.
- Expanding knowledge of policy wordings and any relevant exceptions or cover.
Administration Clerk/Claims Advisor
Gallagher Bassett
01.2009 - 12.2011
- Started with the company in a clerical position and was promoted to advisor.
Temporary Contract Roles
01.2005 - 12.2009
- Continuously employed in a variety of Administrative/Secretarial roles varying from 2 weeks to 9 months.
- Primarily working within NHS providing administrative assistance for teams in mainly social care or mental health.
- Typical responsibilities were:
- Acting as a first point of contact for patients.
- Organising and minuting weekly team meetings.
- Liaising with doctors, hospitals and patients.
- Processing referrals for new clients.
- Diarizing appointments.
- General administrative and secretarial tasks.
Education
BSc (Hons) -
Archaeology
A Levels - undefined
GCSEs - undefined
Skills
- Diplomatic dispute handling
- Data analysis competence
- Self-Motivated initiative
- Regulatory compliance knowledge
- Interpersonal communication
- Complex problem resolution
- Hardworking
- Critical thinking expertise
- Insurance product familiarity
Custom
Data Protection, Fraud and Money Laundering, Treating Customers Fairly, Health and Safety, Conduct Risk Analysis, Claims handling license, £250,000.00, Current, Underwriting license, £50,000.00, 01/01/12, 12/31/15, True, Word, Excel, Outlook, various in-house databases including ICE, I520, CCS, Pelican, ECF systems, TRAX, Iris, LexisNexis, BSc (Hons) Archaeology, 5 ‘A' Levels, 10 GCSEs
Timeline
Senior Claims Broker Technician
Lonmar Global Risks/Bridge Specialty
01.2021 - 07.2025
Claims Technician; Energy and Marine
Pro-Global
01.2021 - 12.2021
Claims handler; Legacy Commercial Disease Claims
RSA/Enstar/Pro-Global
01.2016 - 12.2021
Complaints Handler
AXA
01.2016 - 12.2016
Claims Technician
Gallagher Bassett
01.2012 - 12.2014
Senior Claims Technician Complaints GBIS
Gallagher Bassett
01.2009 - 12.2015
Administration Clerk/Claims Advisor
Gallagher Bassett
01.2009 - 12.2011
Temporary Contract Roles
01.2005 - 12.2009
A Levels - undefined
GCSEs - undefined
BSc (Hons) -
Archaeology
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