Summary
Overview
Work History
Skills
Hobbies
Timeline
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Joyce Kwok

Joyce Kwok

36 Sinclair Parade Jordan Springs,NSW

Summary

I have been a claims advocate for 15+ years with commercial business being my greatest accomplishment to date. I strive to help customers through a claim by being responsive and attentive. I hold strong analytical skills to aid in policy interpretation. I enjoy working in a team environment and am also very independent. I believe in continuous growth so am eager to learn.

Overview

18
18
years of professional experience

Work History

Claims Specialist

Allianz Commercial
05.2021 - Current
  • Manage a varied portfolio of 150 claims that involved property ISR, contract works, engineering, solar/wind farms and entertainment where the claim can be valued up to $1mil. My current authority is EURO 500K.
  • Capable of interpreting policy coverage against each loss submitted.
  • Discuss with management, underwriter and/or broker on coverage concerns, hold market meetings and talk through policy implications for resolution.
  • Ensure settlement payments are issued promptly and stakeholder invoices are in line with the service level agreements.
  • Follow reporting protocols for declared CAT events or large losses exceeding $1mil.
  • Be proactive and contact broker post CAT event to potentially exposed clients to check in.
  • Maintain broker/adjuster relationships by being honest and personable.
  • Perfectionist at record keeping with claim file notes being clear and easy to read.

Property Claims Specialist

Liberty Specialty Markets
12.2019 - 07.2020
  • Managed portfolio of commercial property/construction claims with a claims limit of $250K.
  • Post registration and coverage review, I would conduct a risk review to estimate the loss then notify the Underwriter.
  • Appoint relevant assessors to guide the claim and ensure client expectations are being met by monitoring standards.
  • Engage with management and underwriters on potential coverage issues and find a resolution if it's a grey area

Strata Claims Consultant

CHU Underwriting Agencies
07.2019 - 12.2019
  • Client managed a broking firm (Coverforce) for all their strata property claims. Handled 120 claims from start to finish, review relevant wordings against the loss for policy response, appoint appropriate builder or adjuster to assist with mitigation or repairs as well discuss no cover or maintenance related works.

Property Claims Examiner

Chubb Insurance
08.2015 - 02.2019
  • Specialised in Masterpiece, Strata, ISR, SME business pack, mobile plant and equipment, event cancellation and media production claims
  • Appoint and manage service providers to inspect structural/material integrity, confirm policy coverage and limitations, attain repair quote/s, and guide the claim until finalisation
  • Liaison personnel for Crawford and Company
  • Manage client expectations by being transparent and available
  • Exemplary note keeping and documentation recording
  • Continuously aim to maintain high audit scores of 90%+ by ways of quick claim settlement, responsiveness with stakeholders, file and fast action of coverage dispute resolution
  • Led the projects team for new system roll out which included testing its functionality, tweaking of the system, identify any system errors and training of staff during roll out

Home and Contents Consultant

BT Financial Services
10.2014 - 08.2015
  • Managed a portfolio of 150 domestic home claims that involved coverage resolution, repair and adjuster management and issuing settlement payments whilst adhering to GICOP

Projects Team / Motor Claims Specialist

Hollard Insurance
04.2013 - 10.2014
  • A claims all-rounder where I had assisted the claims department with backlog which consisted of progressing the claim by issuing payments to insureds or external stakeholders.
  • I then managed a portfolio of 300+ motor claims that involved providing guidance on repair procedure, issuing total loss payouts and assisting third party repairs.

Recovery and Settlement Specialist

AAMI
06.2010 - 02.2013
  • Responsible for settling at fault matters and attempt to achieve minimum 10% savings.
  • Achieved monthly target of recovering approx. $150k against insured and uninsured claimants on non at fault matters.
  • Liaised with clients, third-parties, insurance companies and solicitors to obtain facts and/or negotiate settlement.

Tele-claims Consultant

NRMA
06.2007 - 06.2010
  • Lodgment consultant for domestic motor and home claims. I was responsible for concise data entry, discussions around liability stance and repair solutions via the preferred repair network.
  • Also training of new staff members and was part of the project team in trialing new processes.

Skills

  • Claims management
  • Claims analysis
  • Teamwork and collaboration
  • Customer communication
  • Policy interpretation

Hobbies

I love exploring the outdoors and used to hike. I also enjoy having a great meal and in my downtime watch TV shows or movies with the kids. 

Timeline

Claims Specialist

Allianz Commercial
05.2021 - Current

Property Claims Specialist

Liberty Specialty Markets
12.2019 - 07.2020

Strata Claims Consultant

CHU Underwriting Agencies
07.2019 - 12.2019

Property Claims Examiner

Chubb Insurance
08.2015 - 02.2019

Home and Contents Consultant

BT Financial Services
10.2014 - 08.2015

Projects Team / Motor Claims Specialist

Hollard Insurance
04.2013 - 10.2014

Recovery and Settlement Specialist

AAMI
06.2010 - 02.2013

Tele-claims Consultant

NRMA
06.2007 - 06.2010

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Joyce Kwok