Amar Singh Gill

• Joined as a Subject Matter Expert (SME) in 08/2018, demonstrating expertise and dedication, resulting in a well-deserved promotion to Assistant Manager in 10/2021.
• Led Third Party Damage, Credit Hire, and Intervention teams, collaborated with SMEs to meet SLA and KPI targets, ensuring optimal employee performance through monitoring and feedback.
• Supported managerial functions by organizing and implementing process improvement strategies, contributing to efficient operations.
• Facilitated training and coaching for new hires, ensuring alignment with customer and business requirements, while maintaining 100% schedule adherence.
• Maintained transparent communication with clients, providing regular updates on progress and team performance to ensure satisfaction and alignment with expectations.

Key roles and responsibilities of the team.

1. Claims Assessment:

• Investigating claims: The claims handler investigates the circumstances surrounding the claim, often contacting the policyholder, third parties, and witnesses to gather information.
• Evaluating damages: They assess the extent of damage to the vehicle and check if an injury claim is involved, determining whether the damage is covered under the policy, and the claim’s validity.
• Assessing liability: Determining who is at fault for the incident, whether it is the policyholder or a third party, and applying the terms of the insurance policy.

2. New claim:

• Credit hire claim: Contact the parties involved on behalf of a third party and obtain details of the claim from them within agreed timelines.
• Intervention: Contact a third party within 24 hours on claims where our policyholder is at fault and offer an approved repairer and replacement like-for-like vehicle to keep the cost to a minimum.

3. Monitor Live Hire Stage:

• Arrange an inspection for a third-party vehicle to identify if the vehicle is repairable or a total loss, and deal with it accordingly.
• Monitor and obtain regular updates regarding repairs and totals, and probe to progress the claim so that live hire is curbed.

4. Reserving:

• Maintain an accurate reserve on the file as per damage, hire, and any other loss of claim by third party.

5. Fraud Detection:

• Identifying potential fraud: Monitoring claims for signs of fraudulent activity, such as false information, or exaggerations about damages, and escalating suspicious claims for further investigation.
• Reporting fraudulent claims: Cooperating with the relevant departments or authorities to handle suspected fraud cases.

6. Communication with clients and third parties:

• Client interaction: Keeping the policyholder informed about the progress of the claim, any additional information needed, and the expected timeline for resolution.
• Negotiation with third parties: Communicating with other involved parties, such as other drivers, insurance companies, or legal teams, to negotiate and resolve claims.

7. Settlement of Claims:

• Validation: Once repairs are completed, or total loss is settled, and hire is ended, the payment pack is presented by third-party representatives, which is validated to ensure that all relevant documents are presented, and the claimed amount is in line with the damage and hire duration.
• Negotiation: In case there is any discrepancy, the file handler initiates negotiations with the third-party representative and agrees to a settlement based on the negotiation, after which payment is made.
• Authorizing payments: Payment is validated by the subject matter expert and then approved.
• Maintaining records: Accurate and thorough record-keeping of all claims, correspondence, and related documents to ensure compliance with legal and regulatory requirements.

8. Customer Service and Satisfaction:

• Providing support: Addressing any concerns or questions from policyholders and ensuring a high level of customer satisfaction throughout the claims process.
• Managing customer expectations: Ensuring that customers understand the claims process, timeframes, and outcomes.

• I worked with the US banking process for the initial two years, and then in 2008, I moved to the UK insurance process (motor third party claims).
• Handled end-to-end third-party motor claims until April 2015, and was promoted to subject matter expert through IJP.
• Efficiently manage daily operations, assigning tasks to team members, ensuring a smooth workflow, and optimizing productivity.
• Prioritize tasks based on urgency, aligning with business goals and client requirements for effective results.
• Monitor and enhance team performance through proactive training initiatives.
• Regularly assess team engagement, and identify opportunities for additional training.
• Handle escalated customer issues, providing effective solutions, while ensuring customer satisfaction.
• Develop strategic plans to guide the team toward achieving goals.
• Collaborate with the Unit Manager on areas of team development.
• Communicate clear instructions, actively listen to team feedback, and align strategies with business and customer needs.
• Generate insightful reports detailing team progress for client updates.
• Distribute reports to relevant stakeholders, and maintain 100% adherence to schedules.
• Effectively handle demanding customers, ensuring successful conflict resolution, and customer acceptance of provided solutions.
• Address challenging customer interactions, provide solutions, and ensure customer acceptance, including managing escalations when necessary.