2. Mohamed Hafez Mohamedhfz15@gmail.com 055-8017990
Summary
High-performing, strategic-thinking professional with more than 12 years’ experience in
general insurance sector supported with academic study. Highly skilled at relationship-
building with clients and across organization and teams; exceptional writing, presenting
and interpersonal communication skills. Adept at assessing needs, generating options,
and implementing solutions in collaboration with clients and stakeholders. Well-versed in
all phases of insurance process, starting from receiving client query/claim till delivery of
the policy/settlement of claim. Seeking a position within an ambitious & exciting
company where I can utilize my experience and be challenged to push myself further.
Professional Experience
TOKIO MARINE & NICHIDO FIRE INSURANCE CO.: 2006 till date
Assistant Manager – Claims (General Non-Life)
Acting as
• Manages the claims handling process for complex claims within own authority
limits to achieve timely settlement and minimize leakage
• Assesses and implements improvements in the claims handling process to
control claim cost and increase service level
• Evaluates market and competitor initiatives, changes in regulation and
legislation in relation to claims issues relevant to own area of business and
makes changes to organisational working practices accordingly • Manages
external suppliers and panel member relationships to ensure that they meet
organisational requirements • Evaluates outsourcing and delegated authority
arrangements and identifies any changes required • Analyses claims
management data, identifies potential issues and liaises with stakeholders to
address these issues • Assesses, through monitoring and evaluation, whether
customer claims service standards, and customer expectations, are being met
and makes recommendations for improvement • Makes recommendations in
relation to own organisation’s cost control strategy for claims management •
Knows and can implement the organisation’s catastrophe management
3. Mohamed Hafez Mohamedhfz15@gmail.com 055-8017990
strategy • Implements quality assurance checks and audits, providing
feedback from them and acting on the results • Identifies and highlights claims
which may attract adverse publicity or set legal precedents and escalates
these in accordance with organisational procedures.
• • Analyses specialist expert reports and make effective claims management
decisions based on these • Identifies and makes recommendations for
improvements to the efficiency of the claims management process within
own area of business • Identifies and monitors claims leakage in own
area of business and makes recommendations for improvement •
Interfaces with other business functions, for example, underwriting,
sales, actuarial • Able to explain the types of financial monitoring and
how this can impact on company results
Senior Claim Executive (General Non-Life)
Managing claim services in accordance with the corporate claims department
philosophy and the organization strategy, ensuring settlement is done to the best interest
of stakeholders (both company & clients), planning, organizing, leading and controlling
of human and other resources to achieve organizational goals efficiently and effectively.
• Manage the company claims unit functions / roles appropriately.
• Timely submitted weekly & monthly reports to management.
• Preparing and sharing KPI with other departments.
• Exercise file review, IBNR and reserve test/updates.
• Operation Cost control and Department budget control.
• Supervise and train the junior staff in the same unit with higher responsibility.
• Show sophisticated leadership and exemplary behavior/attitude to the internal
staff members.
• Assisting in establish and manage the claim department guideline, handling
procedures and Manual.
• Appointing & Coordinating with Surveyors / Loss Adjusters and law firm
• Registering and settlement of claims within authority limits
4. Mohamed Hafez Mohamedhfz15@gmail.com 055-8017990
• Supervise motor claims division, signature of LPOs, negotiate and resolve complex
cases with other Insurance companies with regards to recovery.
• Arranging Disposal of Salvages and Managing Recoveries
• Monitor ongoing Unit activity to ensure proficiency in file control and
documentation, as well as timely and effective response to broker, client, for
required information relating to claims.
• Effectively reporting to H.O for the claims settlement approval exceeding office
authority limits.
• Effectively handling Legal Cases and maintain good communication channels
with the appointed law firms.
• Conducting internal Audits for other departments
• Regularly visiting Insured’s place to guide the Insured regarding claims
procedures.
• Coordinating with Insurance companies at higher level for settlement of RI &
Recovery Claims.
• Excel in resolving employer challenges with innovative solutions, systems and
process improvements proven to increase efficiency, customer satisfaction
and the bottom line.
• Conducting seminars/training as lecturer for company staff.
Underwriter – (General Non-Life)
• Assessing and analyzing of submitted applications and prepare the quotation
accordingly.
• Approval of policies as per underwriting guideline and authority.
• Signing off renewal notices within the assigned authority.
• Maintain & improve profitable book of business.
• Implementing prudence underwriting technique to maintain loss ratio at the
minimal level.
• Following up on Risk Insurance Recommendation.
• Arranging reinsurance for the quoted risks, if required.
• Issuing URF’s (Underwriting Referral Form) and coordinating with H.O for policies
exceed company local authority.
• Timely submitting monthly underwriting reports to Underwriting manager.
• Developing and maintaining profitable corporate accounts.
5. Mohamed Hafez Mohamedhfz15@gmail.com 055-8017990
• Processing non motor policies for general insurance classes like marine, property,
Public Liability, Workmen Compensation, medical, Travel & Money classes as per
the operational manual.
• Involving in preparing annual action plan of the department and the best
practical way to implement the same.
• Educating and training junior/new staff as and when required.
• Face to face discussion with corporate as well as prospective customers / brokers
in their office as and when required. Always to be accompanied by the
concerned BD staff. Mainly for large accounts renewal discussions where
technical and documentation process support is required.
Senior Customer Service Executive
• Serve and maintain strong relation with more than 1,000 corporate clients
• Preparing and sending renewal notices as per targets. Follow up, if required in
coordination with the Business Development team.
• Maintaining all registers as per the UW guidelines and updating the same on
regular basis.
• Extending support in absence/annual leave of other team members and ensuring
smooth work flow without any hindrances.
• Promoting effective communication with other departments (BD's, Accounts & IT)
and involve positively in solving customer’s problem and overcome any
difficulties to ensure smooth delivery of high level of service
• Generating of non-motor stats as and when required. (Like loss ratio, broker
reports, reconciliation with the accounts dept. etc.)
• Work with other team members, to solicit new business, developing book
conversion opportunities, and implement actions to improve renewal retention.
• Responds to service requests, inquiries, and complaints over the phone or in
person and adjusts complaints.
• Measuring the level of satisfaction and investigating on customers complaints.
Customer Service Executive (Motor)
• In charge of motor department in Dubai branch office.
• Approval of policies, Endorsement according to authority limit.
6. Mohamed Hafez Mohamedhfz15@gmail.com 055-8017990
• Processing policies – renewal & new for individual as well as fleet, commercial
and personal line.
• Motor technical support to customers. Detailed explanation of our products and
services in relation to motor products as and when required.
• Establish effective relation with market agents and brokers.
• Timely submitting monthly reports to underwriting manager about the status of
department activities, discussing insurance solutions and possible ways to
improve our services and enhancing our abilities.
• Prepare renewal notes, quotations, and answer queries.
• Training new staff on our products and service level.
Iran Insurance Co.: 2003 To 2006
• Underwriting assistants – (Motor)
• Claims officer (Motor)
Key Competencies
• Knowledge and understanding of the products and services which are available
to both private individuals and/or commercial customers, able to give a broad
explanation of each.
• Knowledge and understanding of the Insurance market and how it operates,
Awareness of current regulatory requirements within the industry.
• Awareness of the company vision, values, philosophy and products,
understanding of company specific processes and procedures which must be
followed in relation to own job role, including own authority levels.
• Able to effectively Use Company specific IT based systems to support the
requirements of own job role.
• Ability to communicate effectively internally and externally both verbally and in
writing. Ability to create a positive impression with customers in a range of
situations including challenging calls and manage customer expectations.
• Demonstrates ability to plan, priorities and organize personal workloads to meet
business requirements and timescales.
• Ability to keep accurate records in an efficient manner in accordance with
internal procedures.
Qualifications
• Bachelor degree( Alexandria university faculty of arts department of sociology
2002)
7. Mohamed Hafez Mohamedhfz15@gmail.com 055-8017990
Professional courses
• Certificate in insurance – Cert CII (Chartered Insurance Institute) London.
• Customer driven organization (SOLOMON MANAGEMENT CONSULTANTS-Dubai)
• Marine Insurance (EMIRATES INSTITUTE FOR BANKING AND FINANCIAL STUDIES).
• Insurance Risk Management (EMIRATES INSTITUTE FOR BANKING AND FINANCIAL
STUDIES).
• Engineering Insurance (EMIRATES INSTITUTE FOR BANKING AND FINANCIAL
STUDIES).
CDP (Continues Development Program)
• Undergoing (Associate in Commercial Underwriting) – American Insurance
Institute AII-CPCU
• Participate effectively in company improvement and development (TMNF
Website Improvement project - Project Manager.
• Leader of company newsletter.
• Committee member of “work efficiency committee”
• Participate in external activities (Training course at Emirates Institute (Introduction
to Marine Insurance – Practice) – Lecturer in (EMIRATES INSTITUTE FOR BANKING
AND FINANCIAL STUDIES)
• Keep myself updated with latest industry news by attending seminars, participate
in online insurance forum, reading regularly specialized magazine in insurance, ,
continues study towards higher degree, etc………….
Personal details
• DOB: December 1976
• Nationality: Egypt
• Social Status: Married
• Dependents: 2 kids
• UAE driving license
