Meet our Executive Claims Managers

You will hopefully be aware of our Executive Claims Managers, but we thought we’d give you the opportunity to get to know them a bit more in this article.

For those that are not aware, our Executive Claims Managers (also known as the three musketeers) are our close-knit in-house team of highly skilled, empathetic and personable claims managers who we send out to visit customers who require specialist and face to face care. These may be for vulnerable customers or for people who have experienced traumatic claims.

Leading the team is Steve Godbold – External Claims Operations Manager

“I worked at RSA for 7 years in their Property Investors Unit claims department in London. I was made redundant and went travelling around the world with the funds I had received and upon coming home I landed a job at Covéa Insurance. Most of my spare time is spent on studying at Covéa Insurance, as I am undergoing a sponsored degree in Business Management. Apart from this, I enjoy walking, gardening and spending time with my two children (whom I try not to embarrass!).

There’s no such thing as a typical day for me. I manage loss adjuster and supplier relationships, external auditing and provide support to our underwriting and sales colleagues with claim enquires from brokers. No two days are ever the same and I tend to be out the office 4 out of 5 days. As an Executive Claims Managers team, we’re a close team; we share ideas and chat through any issues or queries opening, but with the customer and broker relationship at the forefront of our mind.”

Phil Hawtin – Executive Claims Manager

“Before I joined with Covéa Insurance, I worked for a few major insurers including General Accident, Direct Line and adjusting companies Gab Robins and Davies, all in a claims capacity. I joined Covéa Insurance in October 2017 as an Executive Claims Manager, covering the South East.

I’m a keen sports fan, in particular Formula 1 and Football. I spend the majority of my weekends with my ten-year-old daughter, watching her horse riding/eventing. I also like going to see live music and socialising with family and friends.

My day to day includes being out and about, visiting HNW clients in the South East with the majority of my appointments being in and around Central London. My typical appointments are following up on home break-ins and subsequent theft of contents items. I also deal with the costs of repairs to the property, accidental loss of jewellery and watches claims and mugging/physical assault claims. As well as the above, I also deal with escape of water, impact damage, storm claims etc. If I’m not at an appointment, I am liaising with the insured/brokers/suppliers with a view of progressing the claim towards settlement in a timely manner.”

Jon Palmer – Executive Claims Manager

“I have over 20 years’ experience working in the Insurance Industry, mainly dealing with Household & Commercial Claims as an in-house Advisor/Loss Adjuster. I started in Motor Claims many moons ago and have worked for Royal & Sun Alliance, RBS & Direct Group, joining Covéa Insurance (previously Sterling) in 2015 as an Executive Claims Manager. I also had a short spell working for Leicester Tigers RFC when I first moved to the Midlands (from Kent) as a Corporate Sales/Hospitality Executive.

I work from home in Leicestershire, covering the Midlands/North and parts of South West England. (been to Wales a couple of times too!)

I think Steve and Phil have given you a rundown of what our day to day entails, but essentially our role is to visit customers at a time that can be extremely stressful and traumatic for them. It might be that they’ve suffered a burglary; an accidental loss; a fire or escape of water and we provide personal help and assistance in progressing the claim through to conclusion. We keep all parties updated (including the Broker) during the claims process and always look to drive the claim to settlement/conclusion in a timely manner. We’ll liaise with suppliers and contractors alike to achieve the best repair/replacement/settlement solution for the customer and will also provide advice in relation to home security and sums insured. Broker relationship(s) is a big part of what we do, and we often encourage Brokers to attend customer meetings so that they can see our claims operation first hand.

It’s a similar scenario for Commercial claims as we look to help businesses get back on their feet as quickly as possible after a loss.

As Steve mentioned, we’re a tight bunch (business-wise and socially) who are very proud of the part we play in the great customer service provided by the wider C&HNW team.

Outside of work I love music (gigs/playing/writing) and sport (passionate Hammer and Wasp). Spending time (and no sleep) with the family…2 x toddlers (Ezra & Polly)!”

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