Courtney has been a member of the Chubb claims team for 5 years, and in her current role as Team Leader for the past 3 years. Her professionalism, empathy and personal touch to every claim has seen her achieve numerous awards and recognition within Chubb and in the broader insurance industry. Below, she gives us some insight into her role and what makes the Chubb claims service stand out.
Tell us about your role - what are you responsible for?
As a team leader in Accident & Health (A&H) Claims, I am responsible for managing a team of claims examiners and claims specialists. In my team, our focus is predominately around the management of retail claims, emergency assistance claims and technical claim referrals. I am one of four team leaders in A&H Claims, where we work very closely across teams. I am also involved in some exciting projects within the business.
How long have you been in your role?
I have been in my current role for 3 years and have been working at Chubb for nearly 5 years. I have always worked within the Claims department at Chubb, which involves close collaboration with other areas of the business including Operations, Underwriting, Legal & Compliance.
What do you enjoy most about your role?
Having a role that is so varied keeps it exciting. No day or week is ever the same. The people I work with play a huge part in my role being so enjoyable too. I am grateful to be surrounded by remarkable colleagues who share the same values. I feel supported by Chubb and I love working for a company that welcomes ideas and collaboration.
Can you describe a particular case that is memorable?
We receive many compliments from customers in response to our claims, which is so rewarding. One particular claim involved a broker and claimant requesting to meet with Chubb to say thank you for the claims service, and they arrived with a bunch of flowers. This was following an emergency assistance claim where the insured was unfortunately severely unwell overseas. Being able to support our customers and their families in emergency situations is a very rewarding part of my role.
What do you think sets the Chubb claims service apart from competitors?
Customers are at the heart of everything we do, and that is clear when working in the Claims team at Chubb. We have exceptional claims staff members, who care about our customers. Our goal is to relieve as much trauma and distress as possible from a claim situation and to provide confidence and help when customers need it.
Do you have any tips on how other claims examiners can go the extra mile when it comes to dealing with claims?
My advice is to recognise what is important to the customer and try to deliver that. Provide a personal and professional claims service, that is tailored to the claim scenario, with empathy and attention to detail.