Birmingham, England, United Kingdom
I supported AI into live insurance claims operations. Over the past year I've supported the implementation of Otera's agentic AI platform into Allianz's claims system, taking a 2.5-year programme from initial testing through go-live and into live testing. Ive supported the handlers who use it, ran structured testing and defect tracking, and acted as the link between Allianz stakeholders, Otera's team and enterprise clients. Ive also provided coaching and feedback to handlers in areas of improvement on using AI into the claims system. My edge is that I combine deep claims expertise, gained at Allianz, AXA, my previous law firm experience at Co op, DAc Beachcroft and Claim Time Solicitors with legal training (LLB/LPC). That means the AI workflows I help build are accurate, auditable and defensible in a regulated environment, i always keep a regulated outlook on using and training AI models within the company. What I bring: AI implementation and go-live delivey testing support. User acceptance testing and vendor feedback Training and change management Stakeholder and client management Human-in-the-loop and exception-handling design. Claims process improvement and Compliance. A real passion for AI since 2017. Previously worked with Binance met with the ceo, got to speak on stage in front of 5000 people. Ive also helped in, supporting customers in the fast-paced crypto space — giving me hands-on experience with Web3, blockchain, and fintech support. I’m also exploring the use of AI in claims, customer experience, and process automation, bridging the gap between traditional insurance and emerging tech whilst also looking at how this can be developed to streamline governmental health care services. Views and experience shared here are my own and do not represent confidential information or the official position of my employer.
Contributing to the implementation of Otera's agentic AI platform within Allianz's claims system as part of an ongoing transformation programme. Supported live-environment user acceptance testing and issue tracking Trained and supported claims handlers on new AI-assisted workflows Acted as a point of contact between claims operations and the project/technology team Helped translate claims expertise into workflow and exception-handling requirements
Handle end-to-end travel insurance claims (medical, cancellation, baggage, and delay) with a focus on high-value or escalated cases. Act as a dedicated point of contact for banking partners, ensuring seamless communication and service alignment with their brand expectations. Investigate and assess claims thoroughly, interpreting policy terms, fraud indicators, and supporting documentation. Liaise with internal departments (medical assistance, underwriting, compliance) and external stakeholders to expedite resolution. Deliver exceptional customer service with empathy and professionalism during often stressful travel disruptions. Provide mentorship to junior claims handlers, sharing best practices and contributing to continuous process improvement. Monitor claim trends and assist in client reporting, helping banking partners understand patterns, risks, and opportunities. By maintaining high standards of accuracy, empathy, and efficiency, I help strengthen Allianz’s reputation as a trusted partner for banks and a reliable safety net for their customers during travel disruptions.
Supporting the Binance community and advance the crypto cause. Running and moderating online communities. Assisting our users with any platform queries and helping esclate internally any issues. Created content for our social media channels and communication channels. organising events and meetups. Helping with Binance research and products.
Managed end-to-end motor claims, including third-party, total loss, fire, theft, and liability disputes Conducted thorough investigations into complex and high-value claims to ensure fair outcomes Liaised with engineers, solicitors, and third-party representatives to resolve claims efficiently Identified and referred potential fraud cases to the counter-fraud team Provided coaching and support to junior handlers and new starters Maintained compliance with FCA regulations and internal quality standards Key Successes: Consistently exceeded monthly settlement and quality targets Recognised for reducing claim life cycles through proactive handling and negotiation Played a key role in improving team performance by mentoring and supporting underperforming colleagues Successfully resolved multiple high-risk liability cases, saving the business significant costs Commended for maintaining exceptional customer service scores during high workloads