“Chloe loves what she does and is always positive, cheery, kind and happy to help others.”

Tell us when and why you joined Claims Consortium Adjusting?

After working in a disappointing office environment in London and having no experience in the insurance industry but a passion for delivering exceptional customer service, I joined Claims Consortium Group at the age of 19. That was five years ago, and after learning so much, I moved over to Claims Consortium Adjusting two years ago. Today, I have the confidence to deal with all aspects of house insurance claims, from high value claims to small desktop claims.

What have you achieved through the Adjuster Academy?

I have achieved my Chartered Insurance Institute and Chartered Institute of Loss Adjusters qualifications, ICS Level 2, complaints handling, awarded an internal Handler of the Year Award, and I was a finalist for the Insurance Post’s Vulnerable Customer Award and the Customer Care Individual. I was also a finalist for Young Insurance Woman of the Year Award for the Women in Insurance Awards. These achievements would not have been possible without the Adjuster Academy and my head of department, Sam Gill.

I have also gained crucial experience dealing with desktop claims (low value) to large loss claims working alongside the field suppliers. I have also seen great improvement in my communication skills and relationships with internal staff (supplier, contractors and Loss Adjusters in the field) to policyholders and clients. As a result, I can confidently and effectively manage a claim from start to finish, build a great repour with policyholders, review historical claims, review structured engineer’s reports, understand a claim history, compile a timeline and identify any issues that have arisen with the ability to resolve on the first call.

What are you working on right now or hoping to achieve soon?

I am currently working on competency for site visits, as well as training internal staff/new colleagues and supporting them through their Adjuster Academy journey. This is really rewarding for me as I can use my personal experiences and knowledge built up over the years to support their development and help with any challenges that arise.

What do you like most about the Adjuster Academy?

I love the flexibility and having a clear timeline of what you can achieve, as well as the ease of improving yourself and quality of work daily, with independence and competence. I always walk into the office looking forward to the day ahead, thanks to the family atmosphere given by the team and my surroundings.

What advice would you give to future participants?

It’s not as scary as you think! The support from your colleagues, training sessions available and the feedback from management is very beneficial to help pave the path of career progression.

“Chloe loves what she does and is always positive, cheery, kind and happy to help others. She is very hard working and committed to her job. She manages her claims pro-actively, has excellent audit results – always hitting over the target. She takes care and ownership to meet customer needs and solve their issues, keen to constantly improve. She takes over difficult cases to help colleagues always with a smile on her face.”

• Christine Brock