Kristine Tempest
Auckland,Waiatarua
Summary
Accomplished National Claims Manager at QBE, with a passion for people, team culture and customer service excellence. Proven track record of resolving complex claims issues utilising on communication and decision-making strengths for best business outcomes. Demonstrated excellence in multitasking and quality assurance, maintaining high standards across diverse claim scenarios.
Overview
40
40
years of professional experience
Work History
National Claims Manager Property and Marine
QBE
10.2016 - Current
- Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
- Streamlined communication between adjusters and clients, expediting claim resolution times.
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Supported quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.
- Negotiated settlements with claimants, achieving fair outcomes while controlling costs.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Coordinated catastrophe response efforts, ensuring prompt deployment of resources during high-volume periods or natural disasters.
- Established strong relationships with external partners such as medical providers, legal professionals, and repair services for efficient case management.
- Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.
- Developed targeted strategies for reducing overall company exposure while maintaining customer satisfaction levels through effective risk mitigation practices within the claims department.
- Reduced claim disputes by enforcing strict adherence to policy terms and conditions.
- Oversaw regular audits of claim files ensuring accuracy in reserve amounts and adherence to established guidelines.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
- Kept up-to-date on industry developments to maintain a competitive edge in handling diverse claim scenarios effectively.
Claims Manager Property, Motor and Marine
QBE
10.2011 - 10.2016
- Improved claims processing efficiency by implementing streamlined workflow procedures.
- Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.
- Monitoring staff performance and providing constructive feedback for continuous improvement efforts.
- Developed training materials to ensure consistent handling of claims across the department.
- Determined proper course of action for claims processing.
- Reduced claim disputes by enforcing strict adherence to policy terms and conditions.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Streamlined communication between adjusters and clients, expediting claim resolution times.
- Oversaw regular audits of claim files ensuring accuracy in reserve amounts and adherence to established guidelines.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Enhanced customer satisfaction with timely and accurate claims resolutions.
Office Operations and Claims Advocate
Mahoney & Assoc
11.2006 - 10.2011
- Managed a large caseload of claims across all lines of business, ensuring prompt attention to each case and maintaining organised records.
- Conducted thorough investigations into complex claims involving multiple parties or extensive damages, ultimately securing fair settlements for clients.
- Improved claim resolution times by streamlining the claims process and prioritising high-priority clients/cases.
- Collaborated with Market Insurers for efficient claims processing, resulting in quicker resolutions for clients.
- Enhanced client satisfaction by regularly following up on open claims and providing progress reports.
- Educated clients on loss prevention strategies to minimise future risks and potential claim costs.
- Balanced the interests of both insurance companies and clients in claim negotiations, ensuring fair outcomes for all parties involved.
- Assisted clients in understanding policy coverage and benefits, resulting in better-informed decisions about their claims.
Claims Team Leader Motor, Marine and Travel
AIG
02.1985 - 11.2006
- Managed high volume of claims while maintaining strict adherence to company policies and industry regulations.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Developed strong relationships with external partners, facilitating seamless coordination on complex claims issues.
- Enhanced claims processing efficiency by streamlining workflows and implementing best practices.
- Improved team productivity with regular training sessions and performance evaluations.
- Established a positive work environment through effective communication and teamwork.
- Achieved high customer satisfaction ratings by ensuring timely resolution of claims inquiries and concerns.
- Handled escalated customer complaints, resolving issues promptly and professionally to maintain client satisfaction levels.
- Submitted timely and accurate assessments of team performance to leadership with identification of areas of opportunity and outlined steps required to improve outcomes.
- Conducted regular audits of claim files to ensure quality control measures were being adhered to consistently across the team.
Skills
- Team Management
- Team motivation
- Teamwork and Collaboration
- Performance monitoring
- Quality Assurance
- Excellent Communication
- Customer Service
- Customer Expectations Management
- Expense Control
- Decision making and Problem-Solving
- Attention to Detail
- Multitasking
Timeline
National Claims Manager Property and Marine
QBE
10.2016 - Current
Claims Manager Property, Motor and Marine
QBE
10.2011 - 10.2016
Office Operations and Claims Advocate
Mahoney & Assoc
11.2006 - 10.2011
Claims Team Leader Motor, Marine and Travel
AIG
02.1985 - 11.2006
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