Danae DuVea
Claims Adjuster II
Lakewood,CA
Summary
Motivated Claims Adjuster specializing in auto loss and damages. Negotiates peaceful resolutions of all claims with emphasis on fairness and thoroughness. Trustworthy and dependable.
Overview
16
16
years of professional experience
Work History
Claims Adjuster II
Automobile Club Of Southern California
Long Beach, CA
03.2020 - Current
- Answered customer questions regarding deductibles.
- Prepared summaries of damage, payments and policy coverage.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Evaluated evidence with ultimate goal of creating positive outcomes for client's claims.
- Reviewed police reports, medical treatment records and physical property damage to determine extent of liability.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Answered questions posed by insured and attorneys.
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
- Examined claims forms and other records to determine insurance coverage.
- Negotiated Property Damage settlement agreements to resolve disputes.
Claims Associate
Automobile Club Of Southern California
LONG BEACH, California
04.2016 - 03.2020
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Interviewed policyholders to verify information and obtain additional details.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Evaluated accuracy and quality of data entered into agency management system.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
- Generated, posted and attached information to claim files.
Call Center Insurance Service Representative
Automobile Club Of Southern California
Cerritos, CA
04.2009 - 04.2016
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Reviewed and adjusted customer coverage levels to address, identify and resolve customer conflicts.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Documented customer contact in MRM Portal to maintain record of customer interactions and elevate quality of service.
- Initiated outbound customer calls to review policy reviews and late payments to avoid lapse in coverage.
- Shared knowledge and expertise with co-workers to foster awareness and increase staff productivity.
- Maintained current product knowledge to meet customer needs and increase sales.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Processed customer premium payments using MRM PORTAL to simplify customer payment process.
- Adhered to underwriting, rating and compliance criteria and guidelines to determine associated financial risks.
- Incorporated cross-selling and upselling techniques to generate sales and profits and increase referral retention rates
- Encouraged policyholders to submit referrals to increase client base.
- Checked documentation for accuracy and validity on updated systems.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
Call Center Representative
Automobile Club Of Southern California
Los Angeles, CA
08.2006 - 04.2009
- Displayed consistent, positive attitude towards members, peers and other personnel, even during high-stress situations.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.
- Tailored insurance plans to support client needs and establish sense of trust among community members.
- Performed policy renewal and record retention.
- Conducted prospective client interviews to assess needs, policy requirements and financial resources for best plan options for individuals.
- Attended seminars, meetings and educational programs to stay abreast of evolving needs of insurance industry and client base.
- Maintained high standards of customer service by building relationships with clients.
- Upsold additional products and services after identifying customer needs and requirements.
- Enhanced insurance agency reputation by accommodating new and different requests and by exploring opportunities to add value.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
James Shern Fire Academy
Compton, CA06.1993
Skills
- Policy Investigations
- Liability Determinations
- Settlement Negotiation
- Claims Evaluations
- Client Interviewing
- Insurance Policy Coverage Knowledge
- Investigation Documentation
- Critical Thinking
- Complex Problem-Solving
- Claim Validity Determination
Timeline
Claims Adjuster II
Automobile Club Of Southern California
03.2020 - Current
Claims Associate
Automobile Club Of Southern California
04.2016 - 03.2020
Call Center Insurance Service Representative
Automobile Club Of Southern California
04.2009 - 04.2016
Call Center Representative
Automobile Club Of Southern California
08.2006 - 04.2009
High School Diploma -
James Shern Fire Academy