Scott Pender Email and Phone Number

• Improved operational efficiency by streamlining processes and implementing cost-saving measures.• Internal Disputes Resolution contact for GT Insurance where responsible for problem solving customer or third party complaints• Creating and implementing new processes to improve customer service and ensure claims being managed in accordance with the General Insurance Code of Practice.• Managing complex recovery, defended and investigation claims which included attending mediations and hearings Australia wide as required• Leading a team of 10 and one team leader across different locations• Focused on developing teams capability, where some have now progressed into leadership roles• Developing, implementing and maintaining service level agreements with solicitor panel, investigation panel and salvage providers which led to Increasing recovery figures to over $30 million in 2023• Creating a high-performance culture through coaching to KPI's and longer tenure that leads to greater capability

• Referral contact for all legal matters involving GT Insurance clients (Both Plaintiff and defendant matters)• Referral contact for all complex claims for GT Insurance• Managing a high portfolio of legal files which included providing detailed instructions to solicitors.• Reviewing and maintaining the relationship with our legal service suppliers• Providing analysis reports and risk profiles to GT Insurance Stakeholders• Acting as the Recoveries & Investigation Manager when Manager was on extended leave• Reduced claim disputes by creating an investigation process manual• Reduced claim leakage by implementing a more robust process when dealing with third party solicitors

• Leading a team that handled all investigations • Coordinated resources effectively to meet deadlines• Training and coaching team in identification of fraud warning indicators, investigations process, total loss process for multiple brands and systems• Ensuring team are able to manage recoveries and settlements process and how to negotiate with other parties• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics

• Managing an assessing support team that handled assessments for Treasury Managed Funds (Government Vehicles), Suncorp Commercial Insurance brands (Vero, GIO, Suncorp) and Suncorp Personal Insurance brands (Shannons, AAMI, Just Car Insurance) • Liaising with customers, brokers and repairers regarding arranging assessments.• Internal Disputes Resolution contact for FOS. Managing and handling customer or third party complaints for multiple Suncorp brands.• Managing at any one time a team between 10-17 in different locations including interstate • Managing and developing staff, who have now progressed into management roles• Creating and implementing new processes to improve customer service.• Creating and implementing KPI’s for team members and other departments within the motor team.• Performance managing staff members that are not achieving or meeting their KPI/KRA’s.• Involved in the implementation and training of staff in assessing programs such as Estimage, Mars and Arnie.

• Managing a team that handled all investigations (home and motor)• Training and coaching new staff in identification of fraud warning indicators and investigations process.• Training and coaching of new staff in total loss process for multiple brands and systems.• Training and coaching of new staff in recoveries and settlements process and how to negotiate with other parties. • Constantly having a team that met its KPI/KRA’s• Internal Disputes Resolution contact for FOS. Managing and handling customer or third party complaints for multiple Suncorp brands.• Performance managing staff members that are not achieving or meeting their KPI/KRA’s.

• The point of contact for all after hours claim issues including liaising with external emergency teams and implementing customer catastrophe processes.• Training and coaching new staff in identification of fraud warning indicators and investigations process.• Coordinating responses to major events both local and interstate such as the March 2010 Victorian Hail Storm and soon after Perth Hail storm• Obtaining and collating Natural Disaster event data for reporting. • Manage home and a motor team processing claims end to end.• Create and maintain relationship with home providers (builders, cleaners etc).• Internal Disputes Resolution contact for FOS. Managing and handling customer or third party complaints.• Performance managing staff members that are not achieving or meeting their KPI/KRA’s.

• Managing all motor claims above $50,000.00.• Internal Disputes Resolution contact officer managing and handling customer or third party complaints.• Creation and implementation of fraud indicator training for all claims staff.• Managing investigation claims including liaising with customers, assessors and external investigators• Training new staff on systems as well as being a referral point for all staff including our sales team

• Constantly meeting and achieving targets. • Referral point within team • Managing a portfolio of approximately 750 files• Handling litigated matters

• Recoveries of monies from third parties and companies• Constantly meeting and achieving targets• Managing a portfolio of approximately 1000 files• Handling litigation matters

• Handle motor claims end to end• Constantly meeting and achieving targets• Recovery monies from other insurers and individuals• Work in a call centre environment