Nathan Hansen
Edmonton,AB
Summary
Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate claims processes. Effective at operating within the Alberta Insurance regulations and Claim department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards.
Insightful Leader with experience coaching and mentoring both colleagues and employees to assist in their performance and development. Proficient in best practices, and regulatory requirements of industry operations.
Overview
6
6
years of professional experience
Work History
Claims Representative - Casualty
Intact Insurance
07.2022 - Current
- Handling of both Direct Handle and Plaintiff Council files
- Able to handle claims of varying complexity
- Maintained a desk of an average of 150 files across multiple Claim systems
- Created and executed a coaching plan with new hires
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
- Negotiated favorable settlements with claimants, resulting in cost savings for the company.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Provided exceptional customer service, addressing concerns and resolving issues promptly to maintain client satisfaction.
- Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Assisted in their Training, onboarding and desk management
- Mentored multiple adjusters in both Auto, AB and BI while in my BI Role
- Created multiple documents to assist adjusters in the role
- Mentored, coached, and led multiple adjusters, some examples include: Created and executed a coaching plan with new hires
- Assisted in their Training, onboarding and desk management
- Ability to provide 'cross-line' mentorship - in Auto, AB and BI
- Created multiple training resource / reference guides to assist adjusters in the role - Some examples of the documents I created are: Claims journey workflow – Call handing tips – Desk management tips – Accident Benefits coverage document – Chain Reaction Training – Claim Tracker document – E-mail templates – Statement guides – Summary guides – Injury Summary Guides – Management meeting templates – multiple Technical & System workflow documents
Claims Representative – Accident Benefits
Intact Insurance
07.2019 - 07.2022
- Handling of Alberta Accident Benefits claims
- Using the DTPR & AAIB Legislated coverage to assist claimants with their recovery
- Maintained the ability to explain these coverages in a manner that our Insureds could understand and follow
- Clear comprehension of the updates, changes, and modifications set forth by the Insurance Bureau and/or the Superintendent
- Understanding of the SPF1 (Section B), And Accident Benefits Processes
- Working with exceptional Empathy and focus on the customer experience to obtain a High NPS
- Training and mentoring new hires for the Accident Benefits role
- Created training content and structure process of handling documents for team
- Set schedule for training material, job shadowing and work tasks
- Maintained an open communication with new hires to aid in their transition into the role
- Provided updates to the AB UCM regarding the training state and progress
- Enacted daily & weekly check ins to be sure they were adequately supported
- Presenting to the team’s workflow changes, updates and reminders
- Created and presented over a dozen 'Did you know?' to the team to streamline our work processes
- Actively took lead of our teams Engagement committee to foster our environment
- Organized the Engagement meetings, agendas, meeting notes and objectives
- Hosted new Auto hire trainings to discuss impact on AB, what they need to know & complete before the file is split
- Handling between 240 – 300 injury files at one time
- Processing & reviewing documents, forms, chart notes and reports
- Investigated injury reports to determine coverage
- Assisted with Auto calls (SLAP)
- Maintained comprehension of Auto processes & DCPD.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Provided exceptional customer service, addressing concerns and resolving issues promptly to maintain client satisfaction.
- Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.
Claims Representative – Auto
Intact Insurance
11.2017 - 07.2019
- Handling of all auto claim types within Alberta & British Columbia
- Conducting proper investigations of the loss to confirm type of coverage
- Maintain proper, and timely handling of all claims
- Ranging from 160 – 220 files
- Settle Chart, & Tort Liability in a timely fashion with other parties’ insurances
- Negotiate the facts of the loss and what could or could not be considered
- Negotiate a fair settlement when necessary
- Negotiation between shops regarding coverages or with Insureds & Third Parties for same
- Thorough understanding of the SPF1, Traffic Safety Act as well as the Insurance Bureau Company chart agreement
- Assisted on special projects: LOU Alternative, TL tasks, Index Pilot, Valet Pilot
- Became a success partner to multiple new hires to assist in their transition into the role and ensure they had all they needed to succeed.
- Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs.
- Maintained accurate and up-to-date records of claim information for future reference.
- Updated claims system to track claim status and provide relevant information to other department.
- Interviewed policyholders to verify information and obtain additional details.
- Generated, posted and attached information to claim files.
Sous /Executive Chef
Glasshouse Bistro, Café & Lounge
2016 - 2017
- Organize all staff in kitchen, in accordance with managements directions and event requirements
- Maintain and monitored labour costs in relation to sales throughout shift
- Ensure all tasks and preparation for service is completed within time constraints
- Lead shift meetings, and special menu tastings to all service staff on shift
- Directed weekly and monthly cleaning schedules
- Maintain kitchen over all organization and team moral through out shift
- Trained staff in accordance with food safe, FIFO, and all other food preparation
- Create and completed costing of all menu’s (main menu, weekly, special events and liquor)
- Assisted front of house training when necessary, serving etiquette, drink making, & Procedures.
Education
Masters in Herbalism -
Wild Rose College
Culinary Arts Program -
NAIT
High School Diploma -
Bev Facey High School
Skills
- Leadership
- Mentorship
- Communication
- Insurance Technical Knowledge
- Problem-solving
- File Management
- Interpersonal Communication
- Time Management
- Settlement Negotiation
- Positive Attitude
- Team Orientated
- Self Responsible
- Value Driven
Timeline
Claims Representative - Casualty
Intact Insurance
07.2022 - Current
Claims Representative – Accident Benefits
Intact Insurance
07.2019 - 07.2022
Claims Representative – Auto
Intact Insurance
11.2017 - 07.2019
Sous /Executive Chef
Glasshouse Bistro, Café & Lounge
2016 - 2017
Masters in Herbalism -
Wild Rose College
Culinary Arts Program -
NAIT
High School Diploma -
Bev Facey High School
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