Case Study - Stuart Risebrow
Current position:
Property Claims Negotiator, Amlin Insurance Services
Biography:
Prior to joining Amlin in 2003, Stuart developed his claims
handling skills at a composite insurer, where he handled a variety
of insurance types from personal lines, motor and commercial
property products to public/employer liability and mortgage
guarantee claims. He then joined Capita McLaren as a property loss
adjuster, advising insurers and policyholders on repair and
replacement techniques.
At Amlin, Stuart maintains strong relationships with his underwriters, counterparts in the market and third party administrators in order to settle claims, arrange payments and identify fraudulent activity. He recently gained his Chartered Insurance Institute (CII) Diploma and is now working towards full ACII status.
Skills required to be a successful Property Claims Negotiator:
- Communication – the ability to communicate decisions
clearly, both verbally and in writing, to all stakeholders in the
claims settlement process.
- Industry knowledge – familiarity with relevant insurance
contracts and an understanding of the principles involved in their
applications, plus a general knowledge of building
contraction/business processes is essential.
- Negotiation skills – the ability to “sell” a claim settlement to our policy holders and thus amicably conclude their claim.
A typical day
| Time | Activity | |||
| 09.00-10.00 | Case review and prioritisation |
“My day begins by prioritising the day’s claims files and contacting the relevant brokers for more information. | ||
| 10.00-12.00 | New claim notification |
I am advised of several new claims by brokers, including a fire claim. I contact our policyholder immediately to secure first hand details. I then advise the relevant underwriter, familiarise myself with the policy and review all the policy documentation. The next step is to appoint a loss adjuster and organise a site visit this afternoon. | ||
| 12.00-13.00 | Discussion with loss adjuster |
A loss adjusters report on a water damage claim is received. I discuss tactics with the adjuster and agree to paying overtime rates on repairs. This will allow repairs to be completed out of business hours, avoiding a much larger business interruption claim. I respond to two referrals on third party property losses received from the Fastrack motor team. | ||
| 13.00-14.00 | Lunch |
I’m studying for a CII exam, so I use lunchtime to catch up on reading. Also it’s an ideal opportunity to review some of the insurance trade press. | ||
| 14.00-16.00 | Supplier review |
I review management data provided by one of our external suppliers. This enables me to monitor their performance and ensure they continue to meet Amlin’s service standards. I then gather the paperwork, hard hat and camera and drive to the fire site. | ||
| 16.00-17.30 | Site visit |
On site I get to speak with the relevant authorities and understand the cause of the fire first hand. Also the loss adjuster makes an initial estimate regarding the value of the claim. |
