A quote capturing your approach to your role
“Never let the fear of striking out keep you from playing the game” – Babe Ruth.
Tell us about yourself
Eight years ago, I left Aon to join Risksmart as a Senior Claims Executive which involved working on a single portfolio in a team of three. Risksmart, a subsidiary of Honan, is a rapidly growing company, and this was my blue-sky opportunity to create a claims service that was truly market-leading, and a headline value-add for the business. I rolled up my sleeves and got stuck into claims across all lines of business. Four promotions and two rounds of maternity leave later, I now proud to head up Risksmart’s Claims division, overseeing a team of 20 in delivering exceptional claims solutions and services for our clients across Australia.
Outside of work, I enjoy spending time with my husband, two young boys, and two Groodles (think giant teddy bears). We all spend plenty of time at the local beach or hiking in National Parks. My husband and I are particularly keen hikers, which means we’re never short on adventures. We once got caught in a blizzard at the saddle of a New Zealand mountain during a three-day hike. I honestly thought we would perish up there!
What does the Head of Claims do?
My role is to design and execute the overall strategic growth and service delivery for Honan Claims, together with our subsidiary TPA service, Risksmart Claims Management. Collaborating with relevant teams across the business, I’m responsible for building strong relationships with our clients through outstanding claims results. I’m fortunate to lead a team of exceptional claims experts, coaching them to develop a commercial yet pragmatic approach to claims management, whilst building their personal capabilities as business leaders in their own right.
In today’s market, claims are becoming more complex than ever. Together with my team, I love the challenge of troubleshooting problems for our clients, leveraging our solid relationships with leading carriers along the way. A number of clients require sophisticated claims solutions for under deductible claims or captive programs. We develop and deliver solutions which save our clients time, money and internal resources through exceptionally efficient claims management.
Together with my partner in crime Lea Mac, I’m also pleased to lead Honan’s Sydney office; building great systems and processes to ensure business objectives are met, but fostering a great workplace culture and happy, engaged staff too.
What do you find most motivating about your role?
I work with amazing people across the whole business – from Corporate to Strata to Operations. Getting to collaborate (and sometimes spar) with my colleagues is the highlight of every day.
Risksmart is quite unique in the level of opportunity available. I have never been pigeonholed to claims alone. Every day I’m faced with new learning opportunities which push me to reach my potential as a leader and businesswoman.
Biggest learning from your time at Risksmart?
With the right leadership, people can change dramatically. I’m a very different person now than I was 8 years ago. Being continually pushed outside my comfort zone has made me tougher, smarter and happier. I have learnt that people are a product of their environment, and with the right support and a bit of tough love they can surprise themselves with how far they can go.
Your core focus for the year ahead?
Supporting our clients in managing their risk during the Pandemic, particularly around navigating potential liability exposure in a new landscape. The industry is anticipating a number of class actions around mismanagement and employment practices to come from COVID-19. In addition, there is an AFCA test case on whether broad sweeping pandemic policy exclusions will apply to business interruption claims. We will be working closely with our clients to protect their assets and ensure they obtain the full benefits of their insurance program.
“Working from home” seems an obvious one, but one silver lining of this Pandemic has been its capacity to prove just how productive and engaged our team can be whilst working remotely. Globally, I think we will see a shift to wider acceptance of flexible working arrangements; allowing people to improve their ‘work life balance’ and enable work to be done from anywhere they please. Given our relatively young workforce and rising house prices in major cities, this marks a huge shift for professionals across the globe. A regional revolution is my bet!
Recommended further reading / a great online resource?
Check out the app Headspace. It is a great way to relax and switch off at night, which we all really need right now!
WITH YOU ALL THE WAY:
You can reach me at email@example.com or 02 9299 9767.