Diane Hawthorne

Property Damage Claims Representative

NJM Insurance Group

06.2011 - Current

Participated in ongoing training programs to stay current on industry trends and best practices.
Assisted colleagues with complex cases as needed, fostering teamwork within the department while broadening personal expertise in various types of property damage scenarios.
Managed a caseload of diverse property damage claims, prioritizing workloads to meet deadlines and maintain productivity levels.
Managed sensitive situations with tact and professionalism, maintaining positive relationships between the company and claimants even during difficult negotiations.
Negotiated fair settlements with claimants, protecting company interests while ensuring customer satisfaction.
Enhanced customer satisfaction by promptly and accurately handling property damage claims.
Collaborated with adjusters and contractors to assess property damages, resulting in accurate claim estimates.
Served as a mentor to new hires in the department, sharing best practices for effective claims handling and superior customer service delivery.
Reduced disputes by effectively explaining coverage limits and exclusions to policyholders during the claim process.
Maintained extensive knowledge of insurance policies and regulations, guiding customers through the complex claims process.
Identified fraudulent claims through thorough investigations, safeguarding company resources and reducing financial losses.
Delivered excellent customer service by empathetically addressing claimant concerns and providing timely updates on claim status.
Attended industry conferences to stay updated on relevant trends, applying new insights to enhance department performance.
Developed strong relationships with vendors and contractors, ensuring high-quality repairs at competitive pricing for clients.
Conducted regular reviews of open cases for progress monitoring, enabling faster resolution times for clients'' claims.
Participated in company training initiatives to continuously improve technical skills related to property damage assessment and estimation techniques.
Coordinated with policyholders on repair works, ensuring timely completion and adherence to quality standards.
Examined claims forms and other records to determine insurance coverage.
Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
Conducted day-to-day administrative tasks to maintain information files and process paperwork.
Researched claims and incident information to deliver solutions and resolve problems.
Analyzed information gathered by investigation and reported findings and recommendations.
Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
Investigated and assessed damage to property and reviewed property damage estimates.
Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
Identified suspicious losses and contacted manager for investigative assistance.
Maintained contact with claimants and attorneys to determine treatment status.
Maintained claims data in GC systems.
Worked with private investigators and attorneys on preparation of evidence, witness statements, and other documentation in preparation for trial.
Handled problem calls from customers and other stakeholders about settlement/investigation processes.
Prepared evidentiary documents for managers or legal personnel.