Hamish Logan Email & Phone Number

Leeds, England, United Kingdom

Leeds, England, United Kingdom

Leeds, United Kingdom

• I supervise and authorise all large loss medical and repatriation claims including USA medical expenses and personal accident.• I am responsible for high value claims and complex issues for external claims agents and suppliers, providing guidance for handling of complaints and fraud cases and act as focal point for claim queries.• I am a liaison for Underwriting Department regarding policy wordings and interpretation, and with Supply Management Team on claim matters and performance of third party claims administrators.• Carrying out technical claims audits on third party claims administrators.

Elland, Halifax

• Responsible for department complaints, including training teams to ensure consistent identification and action of complaints throughout the department.• Monthly complaint auditing.• Undertake monthly quality technical audits including telephone audits.• Deliver monthly comprehensive audit reporting to senior management and clients,• Coach, train and mentor department CFC’s (Counter Fraud Champions).• Expert in designated claims schemes/underwriting requirements.

Leeds, United Kingdom

• Supervising large loss medical and repatriation claims including authorisation & USA medical expenses and personal accident• Being the referral contact for high value claims and complex issues for external claims agents and suppliers• Responsible for all complaint operations including serious complaints, stage 3 complaints with regular contact with the Financial Ombudsman Service and designing manuals for processes and setting up relevant database• Responsible for setting up fraud operations systems, including designing manuals and process, setting up of database, from trials to review, management of all fraud cases. This resulted in achieving fraud savings of £250,000 per year• Monthly management information analysis, complaints, fraud, quality and leakage audits, identification of trends and patterns, presenting and reporting to team leaders and senior management with recommendations and findings• Design and delivery of various training programmes, including induction, claims handling complaints handling, fraud training (written and verbal) using various methods of delivery from classroom to one-to-one coaching for both internal colleagues and external partners• Delivery of Colleague appraisals and management of performance• Managing and monitoring external suppliers and adjusters• Ensuring compliance with regulatory requirements and group TCF strategy• Deputising in the absence of Claims Manager and/or Operations Director

Working in the Special (Fraud) Investigation team my role involved;• Reviewing potential fraud cases based on indicator criteria and taking ownership of claims to be investigated whilst providing feedback to the claims department on unaccepted cases.• Managing a portfolio of cases for investigation• Carrying out desktop investigations by correspondence and telephone• Instructing policy voidance and appropriate actions against proven and identified individuals in fraud cases• Accompanying the field team on home visits

Working in a busy, customer focused claims department the position involved: • Customer call handling and offering claims solutions• Technical support to a team of call handlers on systems, procedures, and claims handling• Analysing processes and developing new procedures• Training and developing a team/department members, and new inductees• Quality control, auditing, file reviews• Handling complex claims and serious complaints• Liaising with contractors and suppliers• Responsible for redesigning shift pattern to ensure consistency to customers and motivation of colleagues, needing to obtain buy in from senior management and all colleagues• Responsible for designing and delivering induction programme for all new starters covering practical and theory training over all areas of home and contents insurance and incorporating all departments including Special Investigation, Subsidence and Technical and Customer Relations

• National Diploma, Business And Finance

8 Gcse’S Including Maths And English