Kathleen Scott
Tempe,AZ
Summary
Accomplished Bodily Injury Claims Adjuster with a proven track record at Safeway Insurance Company as well as Mercury Insurance; adept in claims investigation and litigation management. Enhanced customer satisfaction and reduced resolution times through effective caseload management and negotiation skills. Certified fraud analyst with a flair for identifying fraudulent activities, ensuring fiscal responsibility and mitigating company risk.
Overview
20
20
years of professional experience
Work History
Bodily Injury Claims Adjuster
Safeway Insurance Company
12.2016 - 07.2023
- Documented and tracked claims approval process and communicated status monthly with unrepresented and attorney represented claimants.
- Improved claim resolution times by efficiently managing a caseload of 80-100+ bodily injury claims.
- Negotiated terms and handled settlements with attorney's and claimants.
- Prevented unnecessary litigation by diplomatically resolving disputes over coverage, liability, and damages through negotiation.
- Enhanced customer satisfaction by providing timely updates on claim status and answering inquiries professionally.
- Achieved high levels of customer satisfaction through empathetic listening skills, clear communication style, and prompt attention to concerns expressed by claimants or their representatives.
- Conducted claims investigations by obtaining written or verbal statements, reviewing police reports, and researching public records.
- Consistently met or exceeded performance metrics for claims handling quality, productivity, and customer service.
- Reduced claim costs by effectively negotiating settlements with attorneys and claimants.
- Interviewed policyholders, witnesses and third parties to gather information and details regarding injury event.
- Referred extreme cases to Special Investigation Unit (SIU) for further review.
- Implemented strategies to minimize litigation risks, collaborating closely with defense attorneys when necessary.
- Maintained contact with claimants and attorneys to determine treatment status.
- Evaluated coverage, liability and damages and investigated suspicious claims.
Senior Claims Examiner
Mercury Insurance
03.2003 - 05.2016
- Attended NICB training at their headquarters in Chicago, Illinois. Became certified by NICB to be a fraud analyst.
- Attended multiple litigation hearings; Depositions, Mediations, Settlement Conferences, Trials with outstanding results for our policyholders.
- Reduced claim resolution time by conducting thorough investigations and timely decision making.
- Enhanced customer satisfaction through prompt communication and comprehensive claim explanations.
- Mitigated company risk by identifying fraudulent activities and implementing preventative measures.
- Negotiated settlements with claimants, balancing fairness with fiscal responsibility to the company.
- Worked with attorneys on preparation of evidence, witness statements, and other documentation in preparation for trial.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability and/or fraudulent activities.
- Identified suspicious losses and notified manager for investigative assistance; Assigned defense counsel as necessary.
Education
Bachelor of Science - Criminal Justice
California State University - Fullerton
Fullerton, CA12.1999
Skills
- Claims Investigation
- Insurance policy coverage knowledge
- Litigation Management; Legal proceedings knowledge
- Bodily injury settlements proficiency
- Highly motivated
- Caseload Management
- Excellent Communication
- Time management abilities
- Attention to Detail
- Negotiation and mediation
- Fraudulent Claims Investigation
- Professionalism
Timeline
Bodily Injury Claims Adjuster
Safeway Insurance Company
12.2016 - 07.2023
Senior Claims Examiner
Mercury Insurance
03.2003 - 05.2016
Bachelor of Science - Criminal Justice
California State University - Fullerton
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