Shaquitta Bell

• Carefully reviewed claim information to verify accuracy and avert fraudulent claims.
• Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss.
• Scoped and photographed properties for defects and damage.
• Use Xactimate to compile estimates for personal property and structure damage.
• Developed and maintained working relationships with independent adjusters and contractors to assist in prompt claims handling.
• Prepared sketch of floor plan and roofline and entered data into Xactimate to develop line-by-line item costs of damages.
• Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
• Visited customer locations to evaluate damage and provided cost estimates for remediation.
• Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
• Documented information gathered in field and uploaded data to company database for efficient processing using NextGen.
• Investigated and assessed damage to property and reviewed property damage estimates.
• Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
• Provided exceptional customer service while navigating sensitive situations involving property loss or destruction due to natural disasters or accidents.
• Supported team members in handling complex claims, sharing knowledge of specific policies and procedures as needed.
• Enhanced customer satisfaction by providing timely and empathetic communication throughout the claim process.
• Collaborated with contractors and other professionals to ensure accurate appraisals of damage costs for residential properties.

• Review catastrophe property claim details and contact the customer to schedule field inspections via Property Scheduling Method of Inspection.

• Review catastrophe auto claim damage details to determine the best method of inspection. Contact the customer to schedule auto inspections such as field, drive in, Virtual Assist, or DRP shop.

• Thoroughly review claims and complete triage and assign to the appropriate workgroups for adjuster assignment.

• Successfully and accurately complete dispatching functions such as force codes, RMTs, and PCAs.

• Take ownership of escalated claims to monitor progress and provide customer follow ups as needed.

• Reporting team duties including pulling raw data from Next Gen, XactAnalysis, Claims Process Tool to create and format the file note reports to distribute for claim handling.

• Maintained strong relationships with policyholders, agents, and colleagues by consistently demonstrating professionalism, empathy, and effective communication skills.
• Ensured compliance with state regulations and company policies through diligent review of all claim-related materials.
• Assisted clients in understanding their insurance coverage by explaining complex terms and conditions clearly and concisely.
• Improved claim processing efficiency by conducting thorough investigations and promptly addressing discrepancies.
• Negotiated fair settlements on behalf of the company for property damage claims while mitigating financial risk exposure.

• Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met

• Researches and responds to moderately complex customer communications, concerns, conflicts, or issues

• Documents a claim file with notes, evaluations and decision-making process

• Investigates, reviews, determines, and verifies coverage/policy information

• Provides coverage explanation to customer

• Conducts subrogation investigations

• Negotiates and settles claims in accordance with business unit best practices

• Handles ALE (additional living expense) claims

• Completes and reviews contents inventory, contents pricing, and analysis

• Reviews mitigation bills

• Notifies insured of exposure over the policy limit

• Inspects and estimates contents damage in a dwelling

• Maintained compliance with state regulations and company policies while handling and resolving auto total loss claims.
• Expedited claim settlements for clients through effective negotiation with insurance carriers.
• Facilitated communication between customers, insurance carriers, and body shops to coordinate repairs or replacements in a timely manner.
• Managed a high volume caseload with minimal errors while maintaining excellent customer service standards.

• Negotiates basic and occasionally moderately complex total loss settlements or salvage valuation • Processes titles, including documentation, maintaining logs and contacting banks/lien holders

• Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met • Researches and responds to moderately complex customer communications, concerns, conflicts, or issues

• Documents a claim file with notes, evaluations, and decision-making process

• Evaluates and validates moderately complex total loss estimate • Prepares total loss damage evaluation, determination, and actual cash value of vehicle

• Research valuation of salvage; processes salvage titles, and monitors salvage recoveries • Conditions total loss of vehicle and provides report to customer

• Initiates system generated checks and pays appropriate parties

• Negotiates and settles total loss claims by conducting vehicle valuations when the settlement amount is disputed.

• Enhanced customer satisfaction with timely and accurate processing of total loss claims.
• Served as a subject matter expert within the department, providing guidance on policy interpretation and best practices for handling total loss scenarios.
• Maintained strong relationships with third-party vendors, such as repair shops and salvage yards, ensuring seamless coordination during the total loss process.
• Increased client satisfaction by providing clear explanations of the total loss process and next steps in their claim journey.
• Developed comprehensive training materials to support new team members learning the Total Loss Processor role.
• Maintained a high level of accuracy in processing total loss claims, resulting in minimized discrepancies and company financial exposure.
• Collaborated with adjusters to expedite settlement negotiations, ensuring fair compensation for clients.
• Supported team members by sharing knowledge regarding complex or unique case scenarios encountered within the realm of total loss processing.
• Professionally instruct customers on how to properly sign and notarize settlement documents.
• Update pre-paid tow and storage amounts in system.
• Contact lien holder and negotiate ending balance on vehicle.
• Reduced turnaround times for total loss claims by implementing improved communication channels with clients.
• Contributed significantly to reducing cycle time for resolving disputes by effectively managing communications between multiple stakeholders involved in the total loss process.
• Improved claim processing efficiency by streamlining total loss procedures and documentation requirements.
• Conducted thorough research on vehicle values, assisting adjusters in making informed decisions when negotiating settlements.
• Prepared insurance claim forms or related documents and reviewed for completeness.