Natasha Billy
Farmers Insurance Company
Gardner
19
years of professional experience
Detail-oriented professional with extensive experience in claims management and customer service. Known for strong communication skills and a proactive approach to resolving complex liability issues, ready to support organizational goals through efficient claims resolution.
Work History
Regional Claim Owner Non-Auto
4 Years 6 Months- Review and evaluate claim demands to determine appropriate resolution strategies
- Prepare accurate estimates and comprehensive claim assessments
- Negotiate settlements to achieve fair and efficient claim resolution
- Manage communications and relationships with attorneys
- Support and handle select litigation matters
- Collaborate with General Adjusters on complex claims
- Analyze and resolve complex liability issues
- Interpret and apply insurance coverage effectively in claims decisions
- Demonstrate strong adaptability in managing evolving claim scenarios and priorities
Regional Claims Owner
12 Years- Utilizes a broad understanding of claims adjusting to apply skills and knowledge to investigate and determine liability for claims with basic coverage issues and moderate to complex liability issues.
- Performs in-depth investigation and analysis on losses such as multi vehicle losses with comparative negligence.
- Completes investigation by securing recorded statements of the drivers, police report, vehicle photos and estimates, and scene investigations.
- Makes same day contact with customers; explains the claims process to all customers.
- Explains all applicable coverage benefits to the policyholder; confirms facts of loss.
- Determines vehicle location and if drivable.
- Offers vehicle repair and rental service options to customers.
- Coordinates auto physical damage estimate through proper internal method of inspection and arranges for release of vehicles that are accruing storage fees.
- Proactively investigates and determines coverage for Auto policy claims with coverage issues requiring in-depth investigation including but not limited to if the policy out of force for the date of loss, unlisted or permissive drivers, excluded drivers, vehicle not on the policy, rideshare involvement, material misrepresentation issues, and new business investigations.
- Maintains ownership of the claim and completes work with a limited degree of supervision.
- Serves as the primary point of contact through resolution of all exposures.
- Communicates and collaborates with other claim specialists to facilitate claim resolution for customers.
- Provides verbal and written communication to customers to explain coverage issues and decisions.
- Communicates policy risk issues to Underwriting to facilitate their evaluation of the policy risk and exposure.
- Escalates complex coverage issues to supervisor.
- Demonstrates proficient knowledge and application of venue laws for all states handled in the Region.
- Analyzes duties owed and breached by all potential responsible parties and determines liability percentage for each party.
- Escalates claims with exposures exceeding financial authority to supervisor.
- Communicates liability decision to customers, claimants, claim specialists, and Underwriting.
- Recognizes subrogation potential and makes referrals to Subrogation department when appropriate.
- With limited supervision and support, investigates and recognizes all potential claim exposures.
- Recognizes and escalates non-auto property damage exposures and resolves auto physical damage claims proactively and accurately.
- Secures estimate of damages timely through appropriate repair channel.
- Writes, reviews, and adjusts auto physical damage estimates for repairable vehicles with minor to moderate damages.
- Issues and authorizes claim payments to customers and repair facilities and explains repair process and estimate to customers.
- Manages rental claims through communication with customers, repair facilities, rental vendors, and claim specialists.
- Proactively manages and mitigates storage costs.
- Coordinates and collaborates with auto physical damage and total loss specialists to facilitate claim resolution for customers.
- Maintains active diary and resolution plan on open files.
- Handles and documents files in compliance with regulatory requirements.
- Responsible for ensuring professional correspondence is sent to customers including claim status updates.
- Completes work with a limited degree of supervision.
- May act as an informal resource for colleagues with less experience.
Customer Service Representative Supervisor
9 Months- Led team of customer service representatives to enhance service quality and customer satisfaction during Bristol West claims integration.
- Developed training programs for new hires, improving onboarding efficiency and staff retention.
- Implemented process improvements that reduced response time for customer inquiries.
- Conducted performance evaluations, providing constructive feedback to enhance team productivity.
Customer Service Representative
2 Years 3 Months- Responds to inbound telephone inquiries in a Claims Contact Center.
- Initiates auto and homeowner claims by obtaining preliminary loss information from agents, insureds and third parties.
- Provide customers with an explanation of the claim process.
- May authorize services such as road side assistance and rental cars.
- Responsible for efficient and accurate completion of customer inquiries regarding the status of existing claims.
- Ensures all customer interactions are clearly and accurately documented in the claim file.
- Maintains job knowledge through intermittent training/learning and incorporates new information into daily tasks.
Education
Bachelor of Science - Psychology
Associate of Arts - Liberal Arts
Skills
Customer relations
Project estimating
Negotiation
Regulatory compliance
Attention to detail
Customer service
Decision-making
Teamwork and collaboration
Inventory management
Relationship building
Verbal and written communication
Timeline
Regional Claim Owner Non-Auto
Farmers Insurance Company
01.2022 - CurrentRead More
Regional Claims Owner
Farmers Insurance Company
01.2010 - 01.2022Read More
Customer Service Representative Supervisor
Farmers Insurance Company
04.2009 - 01.2010Read More
Customer Service Representative
Farmers Insurance Company
01.2007 - 04.2009Read More
University of Northern Iowa
Bachelor of Science from Psychology
Read More
Marshalltown Community College
Associate of Arts from Liberal Arts
Read More