Lindsey Chadwick
Summary
Experienced Claims Manager specialising in Property and Special Risks across the Pacific Region, with a strong track record of leading high-performing teams. Currently responsible for a team of 10 complex examiners, delivering results in high-pressure environment. Known for a collaborative leadership style, strong motivation and the ability to drive operational excellence.
Overview
29
29
years of professional experience
Work History
Property & Specialty Risks Claims Manager
Property & Specialty Risks Claims Manager, Pacific
11.2024 - Current
- Lead a team of 10 Complex Claims examiners dealing with Commercial Property, Business Interruption, Construction, Energy and Marine losses across New Zealand and Australia, including monthly meetings, bi and annual performance reviews
- Provide support for technical referrals, especially on complex and large losses
- Work closely with Major Loss Adjusters to support training of broader team
- Training and liaised with Major Loss Examiners to provide more formalised and regular training sessions
- Facilitate Roundtables with Regional Claims representatives to discuss complex claims or contentious denials
- Responsible for formal onboarding of AIG vendor panel
- Operational Risk Manager for NZ, working closely with Risk and Compliance team to identify risks within the claims team and reviewing/updating our Risk Heatmap for the AIG Board
- Accountable for completing Open File Reviews for Examiners, creating improvement plans and rolling out training post audit
- Work closely with Actuaries regarding identification of trends impacting indemnity and expense spends
- Collaborated with Claims Ops Manager to Onboard 3 x MGA/DUA’s, including completion of Due Diligence, agreeing DUA threshold, and creation of Claims Handling Guidelines/Protocol
- Created Claims Handling Protocol’s for several large clients
Property & Specialty Complex Claims Team Leader
Property & Specialty Complex Claims Team Leader, Australasia
09.2021 - 11.2024
- Led a team of 10 Complex Claims examiners dealing with Commercial Property, Business Interruption, Construction, Energy and Marine losses across New Zealand and Australia
- Provided support for technical training and liaised with Major Loss Examiners to provide more formalised and regular training sessions
- Worked closely with Australian Colleagues to roll our Express Claims Management model and provided training and mentoring support
- Utilised Roundtables within the team and broader stakeholders to discuss complex matters
- Created and Maintained AIG Vendor Panel
- Championed Operational Risk in NZ leading to role as NZ Claims Operational Risk Manager
- Responsible for managing complaints and escalated issues
- Accountable for completing Open File Reviews for Examiners, creating improvement plans and rolling out training post audit
- Worked closely with Actuaries regarding identification of trends impacting indemnity and expense spends
- Rolled out Desktop support and virtual Assessments with Key Loss Adjusting Partner
Property Special Risks Claims Team Leader
Property Special Risks Claims Team Leader
01.2018 - 09.2021
- Responsible for Managing a small team of Complex Claims examiners dealing with Commercial Property, Business Interruption, Construction, Energy and Marine losses
- Worked closely with local Underwriters on claim and policy issues and wording improvements/amendments
- Responsible for managing complaints and escalated issues
- Provided technical support, training and mentoring for the team
- Worked closely with the NZ Claims Manager on risk and compliance matters and updates on work volumes
- Accountable for completing Open File Reviews for Examiners, creating improvement plans and rolling out training post audit
- Managed a portfolio of 100 claims up to NZD$1M
- Worked closely with Business Analyst to identify trends and monitor work volumes
Complex Property & Energy Claims Examiner
AIG New Zealand – Complex Property & Energy Claims Examiner - Australasia
01.2014 - 01.2018
- Responsible for Managing a portfolio of SME, Property, Energy & Business Interruption claims up to $1,000,000
- Technical referral point for Australian Claims examiners managing New Zealand claims
- Liaise with Major Loss examiners for high complex claims
- Liaise with Loss Adjusters & Lawyer on policy issues
- Mentoring and Payment Authorising for other Property & Energy claims examiners for claims exceeding their handling authority
- Liaise with the Cluster Team Manager to arrange appropriate training from external providers
- Manage relationships with Key NZ Brokers and Vendors
Complex Accident & Health Team Leader
AIG New Zealand – Complex Accident & Health Team Leader
01.2013 - 01.2014
- Responsible for Managing a small team of Complex Claims examiners dealing with overseas medical emergencies, travel claims exceeding $25,000 and Disability claims involving technical referrals and authorising payments over and above authority levels
- Liaised with 24 hour emergency team on service improvements and reporting
- Liaised with local Underwriters on claim and policy issues and wording improvements/amendments
- Responsible for managing complaints and escalated issues
- Managed larger team in the absence of the Team Manager
- Referral point for Unicare Student Scheme for technical issues relating to personal liability, sickness and injury claims
- Responsible for reporting large loss claims, locally, regionally and globally
- Implemented KPI’s and reviewing staff performance twice yearly along with monthly audits and feedback sessions
SME & Complex A&H Team Leader
Chartis New Zealand/AIG New Zealand – SME & Complex A&H Team Leader
01.2011 - 01.2013
- Managed a mixed team handling all complex A&H claims exceeding $25,000 and all SME Property, Business Interruption & Casualty claims Including Christchurch Earthquake claims
- This also involved involving technical referrals and authorising payments over and above authority levels
- Managed a mixed portfolio of high complex A&H & SME claims
- Responsible for monitoring and reporting EQ reserves and reporting on losses for both Lines of Business exceeding $100,000
- Assisted Claims Team Manager with team strategy, liaising with Complaints authority and managing the larger team in absences
- Implemented KPI’s and reviewing staff performance twice yearly along with monthly audits and feedback sessions
Complex Examiner
CHARTIS NEW ZEALAND – Complex Examiner, A & H and SME Property and Casualty
01.2010 - 01.2011
- Managed all overseas medical emergency claims, Corporate Travel and small volume of complex SME Property & Casualty Claims
- Responsible for reporting Large Loss claims to local Underwriters and Regional and Global Heads
- Assisted Team Manager with Supervision duties during absences
- Responsible for creating and maintaining catastrophe plans for the Accident & Health team and reporting on work volume
- Coached and mentored new team members
New Zealand Claim Manager
INTERGLOBAL LTD – New Zealand Claim Manager
01.2008 - 01.2009
- Responsible for managing a team of 16 Private Medical Claim staff including managing work expectation and personal performance
- Responsible for technical referrals and large loss medical claims
- Managed up to 16 staff including claim administration and medical claims assessors
- Responsible for implementing KPI’s and reviewing staff performance twice yearly
- Responsible for authorising payments over and above authority levels of medical claims assessors
- Produced and presented reports on teams performance to the Executive Management team
- Coached and mentored new trainees and implemented on-going training for all team members
- Responsible for auditing assessors claims in line with company targets
- Implemented restructure of New Zealand Claim Team to promote productivity
- Responsible for implementing and monitoring Regional “First Touch” claims handling
- Responsible for auditing South East Asia regional “First Touch” claims teams
- In addition to the above, our New Zealand Operation was relocated to Singapore on 01 June 2009 resulting in the closure of the New Zealand office
- In the months leading up to the relocation I was responsible for planning and implementing the movement of work to our Singapore office including the creation of a team structure and recruitment as well as management of the staff run-off in the New Zealand Office
- I was offered the position of InterGlobal South East Asia Claim Manager, based in Singapore but declined the offer
- However I have recently returned from a nine week secondment to the Singapore office to complete the work integration, operational procedure roll out and interviewing and employing the South East Asia Claims Manager
Claim Supervisor
INTERGLOBAL LTD – Claim Supervisor
01.2005 - 01.2008
- Responsible for managing a team of between 5 – 16 staff including managing work expectation and personal performance
- Responsible for technical referrals and large loss medical claims
- Managed up to 16 staff
- Responsible for reviewing staff performance twice yearly
- Responsible for authorising payments over and above authority levels of medical claims assessors
- Produced and presented reports on teams performance to the Executive Management team
- Coached and mentored new trainees and implemented on-going training for all team members
- Responsible for auditing assessors claims in line with company targets
Claims Team Manager
MOTOR INSURERS BUREAU – Claims Team Manager (UK)
01.2003 - 01.2005
- Responsible for managing a team of 15 claims handlers including managing work expectation and personal performance
- Managed 15 individuals with handling authorities up to 250,000.00 GPB
- Formally reviewed handlers performance monthly and carried out appraisals twice yearly
- Responsible for authorising cheques up to 500,000.00 GBP
- Produced and presented report’s on team performance to the Executive Management Team
- Coached new trainees and monitored progress through quarterly reviews
- Responsible for auditing handlers work in line with company targets
Deputy Claims Team Manager
MOTOR INSURERS BUREAU – Deputy Claims Team Manager (UK)
01.2002 - 01.2003
- Dealing with all aspects of Motor Domestic and Commercial Claims from inception to settlement
- Assisted the Claims Team Manager with allocating and reviewing work load’s and staff performance
- Assisted in supervising and coaching 13 staff
- Responsible for setting the team’s daily targets
- Planned and organised work effectively and guided other members of the team
- Managed own portfolio of 400 files consisting of technical claims up to 50,000.00 GBP
- Built relationships with both staff and customers in a productive manner
Case Manager
NORWICH UNION – Case Manager (UK)
01.2002 - 01.2002
- Responsible for managing projects relating to Fraud, Credit Hire, Complaints and Outsourced Recoveries as well as high value and complex claims
- Managed and implemented procedures to increase fraud savings for the branch which contributed to a 50% increase on savings for 2001
- Applied technical knowledge along with good judgement to resolve disputes and settle complex claims
- Designed and instigated new procedures for monitoring outstanding salvage returns
- Responsible for training and monitoring 21 staff on salvage procedures, fraud and complaint handling
- Support 3 Team Manages with daily running of the department
Senior Claims Handler
NORWICH UNION – Senior Claims Handler (UK)
01.2000 - 01.2002
- Dealing with all aspects of Motor and Domestic and Commercial claims from inception to settlement
- Supervised and coached 7 staff
- Responsible for setting the team’s daily targets
- Planned and organised work effectively and guided other members of the team
- Built relationships with both staff and customers in a productive manner
Specialist Commercial Claims
NZI INSURANCE – Specialist Commercial Claims
01.1999 - 01.2000
- Dealing with all aspects of Commercial Insurance claims including Business Interruption, Public Liability, Employers Liability, Personal Accident, Livestock and Property Damage
- Delivered a high level of Customer Service at all times
- Successfully managed an increased personal case load during a National disaster including 40+ Commercial Property claims to the value of approximately $18,000,000.00
- Accompanied Loss Adjusters and Clients to claim sites to evaluate damages
Senior Claims Handler
NZI INSURANCE – Senior Claims Handler
01.1998 - 01.1999
- Dealing with Motor, Domestic, Commercial Property and Marine Cargo claims from inception to settlement
- Supervised a team of 6 in Team Leaders absence
- Managed specialised case load of International Marine Cargo claims
Claims Handler
AA-GIO INSURANCE – Claims Handler
01.1996 - 01.1998
- Handling Motor and Domestic claims from inception to settlement
- Attendance to Liability Disputes Tribunals
- Assisted in the set up of the Southern Claims Centre including all administration details
- Organised and managed a case load of 400 claims
- Flexible and motivated team member with the ability to adapt to change positively
Skills
- Empathetic leader who builds trust and collaborates across all stakeholder groups
- Strategic mindset
- Operational focused
- Strong commitment to people development
Timeline
Property & Specialty Risks Claims Manager
Property & Specialty Risks Claims Manager, Pacific
11.2024 - Current
Property & Specialty Complex Claims Team Leader
Property & Specialty Complex Claims Team Leader, Australasia
09.2021 - 11.2024
Property Special Risks Claims Team Leader
Property Special Risks Claims Team Leader
01.2018 - 09.2021
Complex Property & Energy Claims Examiner
AIG New Zealand – Complex Property & Energy Claims Examiner - Australasia
01.2014 - 01.2018
Complex Accident & Health Team Leader
AIG New Zealand – Complex Accident & Health Team Leader
01.2013 - 01.2014
SME & Complex A&H Team Leader
Chartis New Zealand/AIG New Zealand – SME & Complex A&H Team Leader
01.2011 - 01.2013
Complex Examiner
CHARTIS NEW ZEALAND – Complex Examiner, A & H and SME Property and Casualty
01.2010 - 01.2011
New Zealand Claim Manager
INTERGLOBAL LTD – New Zealand Claim Manager
01.2008 - 01.2009
Claim Supervisor
INTERGLOBAL LTD – Claim Supervisor
01.2005 - 01.2008
Claims Team Manager
MOTOR INSURERS BUREAU – Claims Team Manager (UK)
01.2003 - 01.2005
Deputy Claims Team Manager
MOTOR INSURERS BUREAU – Deputy Claims Team Manager (UK)
01.2002 - 01.2003
Case Manager
NORWICH UNION – Case Manager (UK)
01.2002 - 01.2002
Senior Claims Handler
NORWICH UNION – Senior Claims Handler (UK)
01.2000 - 01.2002
Specialist Commercial Claims
NZI INSURANCE – Specialist Commercial Claims
01.1999 - 01.2000
Senior Claims Handler
NZI INSURANCE – Senior Claims Handler
01.1998 - 01.1999
Claims Handler
AA-GIO INSURANCE – Claims Handler
01.1996 - 01.1998
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