Chloe Roberts

Cert CII qualified Property claims handler. Experienced in liability decision making, with strong communication and negotiation skills, attentional to detail, and a customer-focused approach to end-to-end claims management.

Claims Handler at Hamilton Fraser (2023-12 – Present)

• Collected and investigated claims evidence, verified documentation from claim submissions and set up new claims to initiate claims process.
• Reviewed claim files under delegated authority limits to authorise or repudiate potential claims up to £50,000 through virtual review, or with the assistance of a loss adjuster if complex.
• Retrieved policy records to verify policyholder information and coverage prior to processing of claims.
• Addressed client’s queries via telephone and email in relation to policy coverage, the handling of claims, and to discuss information required to process potential claims.
• Collaborated with third party adjusters, solicitors, and assessors to evaluate complex claims and ascertain liability.
• Maintained accurate reporting by logging and amending reserves as necessary.
• Issued daily statistics to the team to report on outstanding workloads and claim volumes, to ensure adherence to SLAs.
• Assisted with complaints and redirections to insurers for cases where clients were dissatisfied with the progress or outcome of their claims.
• Trained new team members and reviewing their work to assist with junior team members furthering their delegated authority targets.
• Arranged settlement forms for in-house claim payments, ensuring all claims are paid from correct year of account, peer reviewing team members work to ensure details are correct prior to payment, and ensuring payments are reflected against correct reserves, and that any relevant deductions have been made to prevent leakage.

Customer Service Manager at Smart Cover Insurance (2023-01 – 2023-11)

• Liaised between customers and internal departments to address and resolve customer service concerns.
• Coordinated department workflow to meet objectives and handle competing priorities.
• Recruited customer service team members and mentored in company policies and best practices.
• Analysed statistics and KPIs to identify potential service improvements.
• Took ownership of escalated customer issues and followed through to resolution.
• Identified root causes of complaints through effective questioning.
• Escalated urgent, complex or technical cases following established procedure.
• Developed individual learning plans for continued training and created process documents for current and future employees’ reference.

Customer Service Team Lead at Smart Cover Insurance (2022-09 – 2023-01)

• Met customer call guidelines for service levels.
• Trained staff on operating procedures and company services.
• Led and supported customer support staff to achieve objectives.
• Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
• Managed caseload of monthly claims, communicating with claims fulfilment teams to ensure swift turnaround times, and low claims costs where possible.

Customer Service Associate at Smart Cover Insurance (2021-11 – 2022-09)

• Excellent knowledge of insurance, regulations, procedures, and pricing.
• Procured and purchased replacement appliances for customers, dealing with company credit.
• Training team members on procedures and processes.
• Recorded and processed customer data accurately.
• Answered and re-directed calls for swift resolution.
• Managed relevant inboxes and office diaries.
• Achieved positive claim outcomes through careful case management.
• Processed inbound customer calls promptly to meet call-handling timeframe targets.
• Determined insurance cover level and relevance for accurate claim assessments.
• Followed up on all client requests and verified resolution.
• Escalated critical claims or complex situations to supervisor for review.

Telesales and Administrative Assistant at Lime Health (2021-03 – 2021-10)

• Processed sales and invoices.
• Implemented a strong sales plan to drive profitable growth.
• Managed sales cycles efficiently through proven sales processes and strategies.
• Ensured perfect product knowledge and research
• Organised meetings, working with Outlook, Word, and Excel.

BA (Hons), Second class honours in English Literature – University of Brighton A Levels in Philosophy & Ethics- A; English Literature - B; History – B – Whitmore High School