With a vision to create a service which brings together the customer, client and contractor to provide an efficient and effective output, Catalyst was launched. Catalyst provide a value added service in the management of insurance claims in order to facilitate speedy and satisfactory outcomes for all stakeholders. Our strategy involves developing collaborative networks in order to build an effective and responsible service to all parties involved.

Working with the management team at Lanes to develop a strategy to re enter the insurance market following the MBO of the insurance division LAS back in 2010.Management of a pilot with a large UK Insurer and successfully being awarded the contract.

• Initially commenced as Technical Claims Supervisor soon promoted to Technical Claims Manager.• Responsible for a department of up to 12 staff, ensuring the technical output of the handlers is at its peak with client, company and best practice requirements being met or exceeded at all times. Confidently conducting training and coaching of staff at all levels including regular performance updates, annual appraisals and objective setting.• Operational control and performance management of the contractor network, including regular audits and implementing corrective action plans where appropriate.• Visiting clients to ensure relations are kept strong and carrying out technical training with their staff.• Complaint & compliment analysis ensuring corrective action is taken where required to streamline claims handling and increase service levels.• Assisting with client tenders and competitor monitoring.• Utilising insurance qualifications along with drainage and building repair experience to ensure claims are handled correctly, in line with specific policy wordings and current legalisation. Providing in depth reports where required, tailored to the recipients’ level of understanding.• Providing relevant MI and assistance to the board of directors where needed.

• Started employment within the claims management department handling drainage claims sent from the major insurance companies (RBS, Zurich, L&G, and Norwich Union etc) from cradle to grave.• Appointment of approved contractors and involving neighbours and their insurance companies on shared liability claims.• Take incoming calls from policyholders, insurance companies and Loss Adjusters about drainage queries and dealt with complaints to resolution.• Identified the need for a new position of a Scheduling Co-ordinator. Created processes and procedures and developed the new role. The Scheduling Coordinator was responsible for a small team that managed the booking of appointments with policyholders and surveyors on a national basis to attend private and commercial properties. Reducing leakage as much as possible whilst maintaining service. Responsible for driving improvements in the scheduling and route planning of the Surveyor's appointments, by identifying efficient improvements and co-ordinating changes to aid improved profits to the business.

• Dealt with new and existing motor claims directly with policyholders and brokers (Carole Nash/Adrian Flux etc.). • Handled claims within 24 hours and appointing the approved repairers where possible. • Dealt with all aspects of un-recovered thefts and total loss claims.