Rebecca Home

Experience

• 

  Aviva

  Jul 2000 - May 2008

  I would speak to customers who were unable to work due to an illness or injury.I would find out what was preventing them from working and discuss how we could help.Claims would be assessed in line with the policy terms and conditions and I would complete both a medical and financial assessment and arrange for benefit to be paid to customers if they were eligible, after the completion of the deferred period.Once in payment, each claim would be case managed to try and get customers back to work where possible.At any one time I would be managing a portfolio of 50 to 80 claims and would maintain a relationship with each and every customer.I would speak to each customer regularly to see how they were getting on and arrange treatment where appropriate to assist with a return to work.When customers were able to return to work on a part time basis, I would arrange for partial benefits to be paid to assist with their return. I would be responsible for requesting and assessing all required medical evidence to help with the claim management and I would also complete all financial assessments myself. This could involve using a number of resources such as a accounts, tax returns, p60s and p11ds.Where a person had received too much benefit, I would manually recalculate any payment due and reclaim any over payment from the customer. Likewise any underpayment would be repaid.In addition to helping customers back to work, I would also manage potentially fraudulent claims by spotting any inconsistencies in the paperwork provided or in verbal evidence from the customer and would arrange surveillance if required or use other means to highlight any issues. I successfully closed and declined a number or claims due to working whilst claiming or disability misrepresentation.I would liaise with third parties as and when required to help with the claim management. I have a good understanding of reinsurance treaties and referral procedures. Show less

  • Claims and Rehabiliation Case Manager

    Mar 2003 - May 2008

  • Claims Assessor

    Mar 2001 - Mar 2003

  • Call Centre Operator

    Jul 2000 - Mar 2001
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  Vitality

  Jul 2021 - now

  I manage a large portfolio of Income Protection Claims and assist in getting customers back to work where possible. I train new members of staff and provide support for newer and also more experienced members of staff.I act as a senior point of contact for all consultants in any financial or medical issues.I personally take on any medically or financially complex cases to manage myself and have over 15 years experience of dealing with and coaching in the following areas:Case Management Vocational RehabilitationReinsurance treaties and proceduresCarer ClaimsMedical ExclusionsUnderwriting ExclusionsSelf employedPartnershipsDirectorsLimited liability partnershipCustomer with income from multiple sourcesShared liabilityWorking whilst claimingOverseas workersMedical MisrepresentationHospital BenefitTrauma Benefit I perform quality checks for colleagues and provide feedback to help with develop where needed .I am responsible for managing complaints and seeing these through to a successful resolution wherever possible. I will review cases of fellow colleagues to do this to ensure we have provided the best customer service possible and will correct any errors and provide compensation where needed .I attend non-disclosure committees arranged by Claims Managers to ensure the outcome is in keeping with ABI guidelines.I also hold a certificate in Life and Disability Claims. Show less

  • Strategic Income Protection Claims Specialist

    Jul 2021 - now

  • Strategic Claims Specialist

    Jul 2021 - now