Morag Paterson

• Medical Assurance Society Hub Team Leader
• Desktop Loss Adjuster
• Liaison between Loss Adjusters and Builders and / or various Contractors
• Organisation and assisting overseas Loss Adjusters during cat events.
• Triaging of claims including calls and visits to insureds to assist with large loss claims.
• Immediate response and triage of catastrophe events.
• Ongoing settlement of large and / or complex claims.
• Assist with assessment of bau claims.
• Maintaining knowledge of policies and procedures and insurance coverage and benefits.
• Communication with loss adjusters to establish action plans and manage open claims to closure.
• Resolution of claims by recommending approving or declining documentation, calculating benefits and determining compensation settlement.
• Researched and reviewed information to determine validity of insurance claims and contacting companies and customers about decisions.
• Planned and conducted investigations of claims to confirm coverage.
• Assessed and conducted negotiations within authority limits to settle claims.
• Calculations of indemnity values to assist with insurers seeking reimbursement of claims costs.
• Established proof of loss by studying documentation and assembling additional information from outside sources.
• Determined covered insurance losses by studying provisions of policies.
• Drafted statements of loss to summarize damages, payments and policy coverages.
• Assisted claimants, providers and clients with problems or questions regarding claims.
• Processed claims for payment or forwarded to appropriate personnel for further investigation.
• Collaborated with fellow team members to manage large volume of claims.
• Prepared and reviewed insurance-claim forms, schedules and related documents for completeness.
• Organized and maintained claim files in a clear and concise manner.
• Analyzed data gathered during investigations to determine the validity of claims.
• Reported results of investigations with written observations and photographs, and produced detailed reports.

• Greeted guests promptly with positive attitude and asked open-ended questions to better understand shopping needs.
• Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
• Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
• Provided in-depth information on product features so customers could make educated buying decisions.
• Oversaw daily staffing needs and handled scheduling for store employees.
• Enhanced sales by implementing merchandising and promotional improvements.
• Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
• Increased store sales by cross-selling complementary items.

• Handled diverse needs for clients in-person, by phone or through email.
• Displayed professional standards at reception desk to impress visitors.
• Coordinated appointment calendar and balanced schedules to promote optimal productivity.
• Maintained office supply inventory and placed orders to meet demand.
• Received parcels, routed mail and opened packages for staff.
• Managed office cleaning and sanitizing to comply with infection control protocols.
• Obtained and processed payments from clients for products and services.
• Greeted customers, answered general questions and directed to appropriate locations.
• Monitored schedules and calendar obligations for executives.
• Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
• Drove client retention and increased revenue by driving effective customer relationship management protocols.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Educated customers on special pricing opportunities and company offerings.
• Documented conversations with customers to track requests, problems and solutions.
• Assisted customers in making payments on accounts and setting up payment plans.
• Fielded customer complaints and queries, fast-tracking them for problem resolution.
• Verified policy holder data, including age, contact number and physical address.
• Complied with confidentiality regulations in handling customer information.
• Instructed clients on amounts covered under benefits plans.
• Received underwriting approvals after accurately completing applications for insurance coverage.
• Generated new leads and identified potential clients by using successful direct marketing strategies.
• Received, handled and settled client claims.
• Attended small claims court when and where required.
• Liaised with assesses and investigators
• Member of Amies Awards panel - 12 month secondment
• Recipient of Amie - company award for “actions taken and concern shown whilst dealing with a traumatic and difficult claim”
• Searched for clues to gather evidence to assist with claims investigations.

• Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
• Upsold products to policyholders and potential new clients.
• Offered policy guidance and management to promote asset protection.
• Exceeded company sales goals for new policies.
• Reviewed and verified borrowers' income, credit reports, property appraisals and supplemental information to prepare documents for underwriting and loans.
• Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
• Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
• Created and completed loan submission packages.
• Managed conditions sent from underwriting departments.
• Sold AA membership and travel packages.

• Submission of claims.
• Ongoing administration of existing claims.
• Liaison between client, insurer, assessor and investigator.
• Introducing differing perspectives on policy response to overturn declinatures if required.
• Handling of monthly finance company.
• Quoting and obtaining of new business.
• Processing company end of month reports and balances.
• Checking of daily backup

• Reviewed data to verify validity of claims and determine case management actions.
• Management of eight customer service staff.
• Completed required investigations on referred files within established timeframes.
• Identified and collected evidence and determined value to specific claim to properly assess conditions.
• Complied with company and insurance client's guidelines in claims processes, estimate writing and closing of claims.
• Signing of claims cheques.
• Liaise between assessors, investigators and clients.
• Acceptance and authorisation of sections work.
• Handling of Instalment systems.
• Completion/sales of new insurances.
• Amendment of policies, terms & conditions.
• Training of all new staff.
• Training of BNZ staff on Premiercare & Travelcare Insurance.
• Training of whole of Hawkes Bay staff on new computer system - 3 month secondment.

LEAVE WITHOUT PAY PERIOD OF 4 MONTHS TAKEN FROM STATE INSURANCE TO TRAVEL TO SYDNEY

• Reviewed data to verify validity of claims and determine case management actions.
• Recommended settlement offers and negotiated payment arrangements.
• Contacted injured parties and legal representatives to negotiate final settlements for claims.
• Managed caseload of large amount of claims backlog.
• Kept up-to-date on changes in regulations for deductibles and collections.
• Liaison between Insurance Company and clients.
• Introducing differing perspectives on policy response to overturn declinatures.
• Reception and general enquiry backup.