1. CURRICULUM VITAE
Name Suzanne Mullan
Address 35 Silverdale
Sydenham
London SE26 4SG
Contact Numbers
020 8778 1762(Home); 07743 685763 (Mobile)
Summary of Experience
I have more than twenty years experience of working in London Market insurance and
reinsurance business. As my Career History will demonstrate I am a claims professional.
As a Team Leader, I am familiar with handling many different classes of subscription market
claims through to resolution, as well as providing detailed analysis to management.
My claims experience, most recently on the technical side of claims broking, has embraced
the broking and processing through to settlement of the more complex claims. When on the
Company side of the business I handled Inwards settlements, also producing high quality,
statistical “back-up” data, reporting to management, and overseeing accurate processing
functions. In addition I have expertise in making Outwards recoveries, successfully
employing the relevant reinsurance protection programmes.
I am a good communicator, being responsible for ensuring that my team is adequately briefed
at all times, for conducting staff appraisals, and for providing performance - related reporting
to management.
My London market experience has involved:-
Managing the broking, adjusting, and processing of claims.
Liaising with underwriters, brokers, clients and lawyers on a regular basis.
Applying Service Level Agreements and providing prompt, appropriate settlement of
claims.
Ensuring Group/Company guidelines and procedures are always adhered to.
In addition to my strong interpersonal skills, I am familiar with most software systems
currently employed in claims handling such as “CLASS”, “ECF/IMR”, “Global”, “Access”.
My participation in various London market training courses, coupled with my education to
degree level, fits me in my role to both train and mentor new and less experienced members
of any team.
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2. Career History
July 2015 – June 2016 – Besso Group
Claims Technical Broker – Property Division – N.American Binding Authority
(Maternity Cover - short term contract).
• Managing the broking/processing of property, liability and trucking claims attaching
to binding authorities from first notification through to settlement.
• Using my market experience to resolve the more complex claims by negotiating with
underwriters, attorneys, and clients; providing feedback to placing brokers as and
when appropriate; referring to the Claims Manager or Head of Division when
necessary.
• Providing underwriters with expert claims précis and correspondence in order to
reconcile and resolve queries, resulting in prompt settlements.
• Monitoring settlements within agreed timescales; reconciling funds and accounts;
complying with both FCA Guidelines and Group procedures.
• Maintaining accurate records – general office administration.
• Managing monthly bordereaux & regular review of loss funds
Jun 2009 – Apr 2015 – Randall &Quilter
Claims Operations Coordinator/Team Leader
• Managing Inwards claims support for owned and third party clients including London
Market, US Property and Casualty, and European based Companies, reporting to the
Claims Operations Manager.
• Liaising with brokers and market contacts to resolve queries; adjusting following
market inwards claims on the “CLASS” system.
• Managing departmental work flow and all aspects of the London Market claims
team’s operations; overseeing the processing and recording of claims; ensuring
adequate business controls are in place, and regularly reviewed, in order to support
periodic audits and regulatory requirements.
• Producing control reports and audits; peer review content; reporting for Management.
Jan 2008 – Jun 2009 – Cavell Management Services (R&Q)
Claims Operations/Claims Technician
• Within a small Inwards claims team handling and adjusting liability claims both through
the use of correspondence and the “CLASS” system.
• Reporting to management; analysing work loads through the generating of “Access”
database reports; reducing Static Claims (both marine & non-marine).
• Monitoring the movement of files in arbitration in order to provide up to date information
to adjusters, management and solicitors.
• Ensuring up to date collections from reinsurers.
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3. May 2002 – Jan 2008 – Admiral Underwriting Agencies
Claims Handler
• Handling inwards Property and Liability (including in particular Professional Indemnity)
claims from first advice through to settlement.
• Liaising with brokers, solicitors and underwriters as appropriate.
September 2001 – April 2002: Fidelis Reinsurance Management Ltd.
Claims Broker
• Broking all claims to the Lloyd’s market (mainly direct), from first advice through to
settlement. Liaising with cover holders about coverage issues.
• Processing; LCCF preparation; broker back-up.
March 1998 - September 2001: Markel International (Terra Nova Insurance
Company)
Outwards Reinsurance Claims Technician &
Inwards Reinsurance Claims Technician
1995 - Feb 1998: Colonia Baltica Insurance Company
Claims Technician
Sept 1992 - 1994: Edgar Hamilton Insurance Brokers
Claims Clerk
Training Courses Attended :-
Introduction to the London Market
Introduction to Insurance
Introduction to Reinsurance.
Regular attendance to seminars hosted by Solicitors and in house training on specific and
relevant issues.
Education
BA (Hons.) 2 (II)
A - Level: German; French; Dance
O - Level: Maths; English Language; French; German; Biology; Dance(CSE)
Computer Literacy
Class, Windows 10, Genius, LUCS, Access Database, PRO, ISIS, SICS, ECF/IMR
Language Skills
Knowledge of French and German
Interests
Theatre - plays of all genres & Contemporary Dance.
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