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Sophie Walker, Senior Business Manager

   Sophie Walker is a successful senior Claims Manager with 15 years experience gained in the private domestic medical and the international medical insurance markets, including travel and assistance services.

Sophie successfully built and led a claims team from a single site small department to a multi-site claims platform across Dubai, Shanghai, Singapore, Thailand and UK. She has a depth of experience in operations management and a strong passion for excellent customer service delivery combined with high quality claims management to ensure claims leakage is minimised.

In February 2013, Sophie formed S W Claims Consulting to provide a range of claims management services for the insurance industry and for Third Party Administrators. Sophie can also assist a company in either pre-external claims audits to assess where risks maybe and assist with implementing changes to address any weaknesses or, post-external claims audits to help support and recommend improvements to ensure corrective measures are put in place, so any issues are addressed.

Some of Sophie’s key achievements and skills:

-   Created and managed a successful multi-site claims department, where sound claims processes, reserving practices and quality controls were introduced.
-   Experience in developing and launching a fully integrated operational claims/assistance service centre that served the IPMI business, in emergency and non-emergency claims management concerning the in-patient and daycare cases and medical evacuations.
-   Successfully managed the implementation of two bespoke claims systems.
-   Objective quality auditing of customer service delivery, technical decision making, organisational planning, procedures and processes on an internal basis and for appointed TPA’s, to enable the business to understand any commercial or financial risks and ensure SLA’s were being maintained.
-   Experience in process and operational structure reviews and implementing changes.
-   Effective review and handling of complex complaints.
-   Assessment of plan wordings to outline possible risks within claims.
-   Experience in merging and integrating global claims divisions.