Anaya Johnson

• Collaborated with insurance carriers, agents, and policyholders to gather necessary information for accurate claim assessments.
• Managed sensitive situations with empathy while maintaining professional boundaries during interactions with distraught policyholders.
• Managed approximately 30 incoming calls, emails and claims per day from customers.

• Managed a large caseload of at least 100 open claims, prioritizing tasks to ensure timely completion and accurate settlement of claims.
• Improved claim processing efficiency by conducting thorough investigations and timely documentation of property damage.

• Investigate, determine loss coverage, and adjust elements.

Property Loss claims.

• Writes appraisals for dwelling repairs of routine claims based on information collected from customers and contractors and issues payment to policyholders where possible.
• Set reserves and open necessary exposures.
• Explains coverage of loss, assists policyholders and damages.
• Assist with emergency repairs and additional living arrangement.
• Works with and may coordinate several vendor : contractors, emergency repair, cleaning services, and various services.
• Identifies suspicious losses. Recommends referral vendor companies when appropriate and may assist the SIU in their investigation.

• Manager: Responsible for overseeing all activities with
• Strategist: Responsible for reviewing desktops every morning and providing a plan of action to CEs to handle their daily tasks efficiently.
• Communicator: Responsible for distributing information to team members via huddles every morning and collaborating with peers to achieve a specific goal.
• Organizer: Responsible for keeping track of Attendance, Authority Requests, Denial letters, Voice Messages, emails, escalations, condo reviews, File reviews, and coaching.

PST Complaints

DOI Complaints

Agent Escalations

• Review, modify, and approve payments; reviewed letters explaining denials of coverage.

• Investigate, evaluate, negotiate, and settle claims.
• Apply knowledge of policies and insurance regulations when determining coverage, liability, & damages
• Explains coverage of loss, assists policyholders with itemization of damages, emergency repairs and additional living arrangements.
• Contacting customers by telephone, written correspondence, and various electronic media
• Effectively managing work through task-driven queues while multitasking in a fast-paced call center environment Supporting our customers through personalized, caring, and simple interactions.
• Set reserves and open necessary exposures.
• Works with and may coordinate several vendor services such as contractors.