NICOLA HUGHES
Palmerston North,MWT
Summary
Prior to my admission to the Bar and obtaining a Practicing Certificate I would attend Disputes Tribunal Hearings on behalf of the insurance companies where I worked. As well as attending I would coach clients on what to expect on the day and how to assist the Referee so they could obtain a resolution.
Even after, I had my Practicing Certificate, I often completed the filing documents and coached others in organisations on filing and then attending Disputes Tribunal hearings.
I have also assisted clients, where they do not have an insurance claim but may have a civil dispute where the Disputes Tribunal would or could help.
Overview
27
27
years of professional experience
Work History
Technical Claims Manager (Current)
FMG Insurance
04.2012 - Current
- I have been working at FMG for 11 years
- During that time, I have managed the liability, subrogation (recovery) and pay & close teams in the claims department
- In all my roles I have been tasked with supporting the team with complex and difficult claims, which often includes areas of dispute
- I am the point of contact for all complaints arising from claims for FMG
- I work with the internal complaints team and the clients to resolve the disputes
Insurance Professional Specialist
FMG Insurance
04.2022 - 03.2023
- The role required preparing and delivering training material in relation to ensuring the team were Insurance Professionals
- This work required the need to be able to communicate verbally and in writing complex ideas and concepts in clear, concise and easy to understand ways
Case Manager
Insurance & Financial Services Ombudsman Scheme
05.2021 - 10.2021
Reviewed complaints from a variety of insurance companies and would work to obtain an agreement as between the parties. If this was not possible then I would write an assessment.
Liability Claims Counsel
Lumley General Insurance (N.Z.) Ltd
02.2008 - 04.2012
- I was involved in Court cases in the District and High Court, where we utilized the Judicial Settlement Conferences and/or had private mediations
- I was also tasked with direct negotiations to mediate and facilitate settlements
- I attended leaky home mediations, representing the interests of the insurance company as well as the clients.
Roles at AIG
American Home, AIG
06.1997 - 01.2006
o Senior Claims Examiner
o Assistant General Counsel for Australasia
o Southern Region Casualty & Financial Lines Claims Manager (Melbourne)
o Financial Lines Underwriter
Tasks:
- attend mediations on behalf of AIG, where we were resolving claim disputes either with third parties, or clients.
- involved in Court cases in the District and High Court, where we utilized the Judicial Settlement Conferences and/or had private mediations.
- direct negotiations to mediate and facilitate settlements.
Financial Lines Claims Consultant
Marsh Limited
09.1996 - 06.1997
- Working in the liability area I worked with clients and insurance companies to resolve claims
- This involved phone based and face to face meetings to discuss and how the insurance contract would support the client
- If there were issues in the application of the contract, I worked as an intermediary to work towards a resolution.
Education
New Zealand High Court
Auckland, NZ07.1994
Bachelor of Law -
University of Otago
Dunedin05.1993
Bachelor of Arts -
University of Otago
Dunedin, NZ05.1994
Insurance And Risk Management
ANZIIF
11.1997
Australian Institute of Company Directors
Melbourne 08.2004
Skills
- Involved in rescue animals since 2002 when I adopted an abused dog (Lulu)
- Learnt about communication and training styles to support animals
- Completed courses on Calming Signals
- Completed courses on and Tellington TTouch
- Neurodiversity My son is ADHD and Autistic As a result
- Completed a 2 day course in May 2023 held by the Framework for Autism in New Zealand to increase my skills in this area
- Strong understanding of non-verbal skills
Accomplishments
I have a Law degree and hold a current Practicing Certificate from the Law Society (please see Education section below).
As part of my Continuing Education in recent years I have attended the following (limited to the last 8 years):
- 3 August 2022: Liability Insurance Discussion Group ((New Zealand Insurance and Law Association and Insurance Council of New Zealand)
- 9 June 2022: Torts Update (New Zealand Law Society Continuing Legal Education)
- 29 March 2021 and 9 August 2018: Health & Safety Update (New Zealand Law Society Continuing Legal Education)
- 18 August 2020: New Trusts Act (New Zealand Law Society Continuing Legal Education)
- 6 August 2020: Treating Clients Fairly (Insurance & Financial Services Ombudsman Scheme)
- 31 July 2020: Liability Webinar: (Australian & New Zealand Institute of Insurance and Finance)
- 24 June 2020: Managing Claims in the Post-COVID World (Australian & New Zealand Institute of Insurance and Finance)
- 28 April 2020: Employment Fundamentals (New Zealand Law Society Continuing Legal Education)
- 7 March 2017: Inherent Vice Seminar (New Zealand Insurance and Law Association)
- 29 June 2016: Contract – the Law of Penalties
- August 2015: Corporate Governance Intensive (New Zealand Law Society Continuing Legal Education) New Zealand Insurance and Law Association Annual Conferences since 2012 to 2022 2004 Graduate of the Australian Institute of Company Directors
Additional Information
In 2021, I was fortunate to attend the Wall Walk run by Dr Simone Bulls. It is a one day immersive event where you are guided through New Zealand History from 6 February 1840. However, you are looking at through a Maori and Pacifica. Each group is given a topic and are required to prepare a presentation. Our group presented on Rua Keanna Hepetipa , the prophet. We were able to obtain a recording of the waiata Rua wrote while in prison in Mount Eden to play, it was haunting.
I have a mihi, which also incorporates Rua Keanna Hepetipa as I was born in Murupara and identify with Maungapohatu.
Community
I currently belong to a local storytelling group, Pūrerehua: True Stories Told Live in Palmy. We run quarterly evenings and gather local storytellers to share stories within the community.
I previously volunteered in an animal shelter (Auckland Council Henderson Animal Shelter) and also at the Plunket Palmerston North Family Centre.
Training
The training I would require would be in the rules and regulations under the Disputes Tribunal Act 1988, as they operate in the day-to-day role alongside any special systems that are used that are employed in the discharge of the duties.
Referees
Olivia Lunn: Partner
Duncan Coterill
Email: olivia.lund@duncancotterill.com
Mobile: +64 27 836 0538
Hazel Bird
Ando Insurance
Head of Assessing
Email: hazel/serosky@gmail.com
Mobile: +64 27 577 7618
Timeline
Insurance Professional Specialist
FMG Insurance
04.2022 - 03.2023
Case Manager
Insurance & Financial Services Ombudsman Scheme
05.2021 - 10.2021
Technical Claims Manager (Current)
FMG Insurance
04.2012 - Current
Liability Claims Counsel
Lumley General Insurance (N.Z.) Ltd
02.2008 - 04.2012
Roles at AIG
American Home, AIG
06.1997 - 01.2006
Financial Lines Claims Consultant
Marsh Limited
09.1996 - 06.1997
New Zealand High Court
Bachelor of Law -
University of Otago
Bachelor of Arts -
University of Otago
Insurance And Risk Management
ANZIIF
Australian Institute of Company Directors
Similar Profiles
Aleena ShajiAleena Shaji
Software Engineer at FMG InsuranceSoftware Engineer at FMG Insurance
Kelly BrophyKelly Brophy
Claims Consultant- BAU at FMG InsuranceClaims Consultant- BAU at FMG Insurance
Shayna TweedShayna Tweed
Underwriter - Technical at FMG InsuranceUnderwriter - Technical at FMG Insurance
VIK JOSHIVIK JOSHI
ServiceDesk Analyst at FMG InsuranceServiceDesk Analyst at FMG Insurance
Sagar MohanSagar Mohan
Senior Recruitment Consultant at Action PersonnelSenior Recruitment Consultant at Action Personnel