Paul Ruhan - CIP Qualified Insurance Professional, currently a Claims Coordinator at Liberty Insurance

Claims Co-ordinator at Liberty Insurance



Work category

Banking Insurance and Financial Services



CIP Qualified Claims Co-ordinator with over six years experience in an insurance environment and substantial Customer Service understanding and practice. Direct experience in claims and people management with a proven track record of success. Strong organisational, analytical and leadership skills with a high level of attention to detail. Interested in effective people management and new challenges.

Paul Ruhan's Professional Experience

2011 - Present

Liberty Insurance - Claims Co-ordinator

- Demonstrated sound judgement and decision-making in the claims management process, articulating key factors including liability, quantum and proposed tactics.
- Instructed and managed Regional Claims Managers (RCM’s) and other service providers in dealing with claims, and proactively managed the progress of claims and sought the most economically advantageous outcome in the shortest time possible.
- Assessed overall performance, made recommendations and provided solutions in order to rectify problems.
- Reviewed and agreed tactics and valuations on claims in advance of settlement meetings and trials.
- Ensured all claims adequately reserved at all times, raised and approved all payments for solicitors, claimants and service providers as appropriate.
- Ensured all claims management systems were accurate for the integrity of reporting.
- Ensured all work carried out in accordance with Liberty Insurance’s policies and procedures.
- Created and delivered analytical tools and experience for effective cost, progress and performance management of Regional Claims Managers and other service providers. This resulted in lowering my average claim cost by identifying trends where negotiations were not adequate, whilst settling claims pre-litigation and therefore saving on further costs.
- Implemented and advised on ongoing Regional Claims Manager’s productivity reviews, resulting in continual management of efficiency.
- Created and delivered further tools to ensure the team compliance of financial regulation and attestation in ongoing claim reviews resulting in my team being fully compliant in this area.

Key Skills
Analysis claims Management
2006 - 2011

Quinn Direct Insurance - Regional Claims Controller

- Managed the work-load and performance of up to 8 Regional Claims Managers (RCM’s - Claims Investigators), also communicated and conveyed any changes in claims procedures.
- Managed, motivated and supported a team of up to 4 Claims Handlers and Internal Investigators, and reviewed team targets on an ongoing basis.
- Monitored and assessed the performance of both teams, highlighting performance issues and making recommendations and actions in order to rectify same. Identified and implemented changes within the team.
- Analysed and interpreted various management reports and recommended appropriate actions.
- Completed monthly projects for the Claims Process Manager.
- Ensured all work was carried out in accordance with Quinn-direct policies and procedures.
- Reduced the number of claims and claimants going to solicitors by ensuring fair and just offers were made in a timely manner resulting in avoiding further costs.
- Reviewed and implemented ongoing costs reviews to reduce the team’s average outlay whilst educating the claims handlers of the importance of assessing claims for cost leakage (ongoing vehicle storage/hire etc).
- Continued process and system review, development and implementation for a new department (Claims Special Investigation) including staffing numbers, skillsets, process change and structure.

Key Skills
Analysis claims Management Management Reports Reports
2005 - 2006

PricewaterhouseCoopers - IT Support Technician

- Responsibility for the provision of 1st level telephone support for the firm’s hardware and software products, used the call management system to record, track, refer and escalate calls. Met call targets and applied the firm’s IT policies and procedures and was also the point of contact for the GTS management team as relevant.
- Worked in partnership with the IT functional areas of responsibility in providing IT Helpdesk call management and other helpdesk support services, in addition to working with the internal IT teams on a variety of projects/responsibilities ensuring effective delivery.
- Specifically responsible for meeting call targets, call ownership, referrals and escalations, maintenance of call standards and customer relations, the inducting of Helpdesk team members and the essential point of contact for helpdesk and management teams.
- Administration of VEGA administration and design, Cyrstal Report Production, Querytool report generation, Helpdesk phone monitoring and announcements, ensured phones are manned and rotas maintained, effected agreed SLA changes, and supported new/upgraded software/hardware and Meeting preparation.
- Developed and maintained procedural documentation, published MyHelp and Operational Policies, Procedures and Standards documents and used many enterprise and intranet tools for account administration, research and reporting, whilst also ensured tasks were accurately documented and administered.

Key Skills
Administration customer relations helpdesk support IT Helpdesk SLA
2002 - 2004

Accenture - Helpdesk Consultant

Nordic region helpdesk consultant supporting Accenture staff.

1998 - 2002

CSC - Tier 2

2nd Level Helpdesk Consultant

1997 - 2002

CSC - C3

Helpdesk consultant

Paul Ruhan's Education and Qualifications


Diploma - CIP, Professional Diploma in Insurance

The Insurance Institute of Ireland

Fully CIP qualified in 2010


Certificate - International Leadership Management

Introduction to Management


Diploma - Diploma in IT, IT Support

Canberra Institute of Technology

Paul Ruhan's Additional Information



Music, sports, yoga, exercise, playing the guitar, playing tag rugby, reading.