2021 sees Nicholas (Nick) Laurie nominated for the Rising Star Award at this year’s The Australasian Life Underwriting and Claims Association (ALUCA) Life Insurance Excellence Awards – which recognises a life insurance individual with less than three years in their role who has demonstrated excellence in a life insurance claims, underwriting, or rehabilitation role over and above business as usual.
Nick, congratulations on your nomination. Can you tell us a bit about your career so far?
I set out to pursue a role in the Life Insurance industry as I wanted the opportunity to be able to help people and make a difference. My first role was when I joined the MetLife Claims Team in 2019, I had a background of Remedial Massage Therapy and Health Consultant for pre-employment health assessments.
The training I received through the MetLife Claims Accreditation Programme helped me receive a Claims Authority Limit after 6 months.
You were confident enough to suggest some updates to the Programme.
Yes, the first few weeks as a new starter at MetLife were overwhelming with information overload. I suggested that there should be more of an order to allow the employee to learn and implement what they had been shown.
2020 and 2021 has been challenging, how do you approach dealing with customers?
2020 was a challenging year and at a time when our customers indicated concern for how the pandemic would affect their ability to obtain the required medical information to satisfy their claim, I made sure that I kept all communication lines open to provide peace of mind and reassurance.
How do you see your career progressing?
I am always looking for ways to learn and continuously improve because to me our customers are the most important part of my role. I am always aiming to deliver on our claims promise that we will be there for our customers at the time they need it most.
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