International expatriate insurance specialist William Russell has promoted Nichola Duncan to UK Claims Manager and Katy Butler to Claims Manager Asia Pacific in Kuala Lumpur.
The promotions recognise the contribution Nichola and Katy have made to the development of William Russell’s international claims capability and the growth of its expatriate health insurance, life and income protection business.
Nichola Duncan joined William Russell in 2004 to administer expatriate private medical insurance outpatient claims. Following her promotion she is responsible for the management of William Russell’s UK claims department, heading a team of six claims specialists and managing over 2,000 international private medical insurance outpatient claims each year
Katy Butler joined William Russell in the UK in 2005. She transferred to the company’s Hong Kong office in 2006 to manage Asia Pacific health insurance claims and was instrumental in establishing the company’s Kuala Lumpur office in July 2007. Katy will manage a team of 8 claims specialists in Kuala Lumpur who administer over 3,600 claims a year emanating from China, Hong Kong, Indonesia, Vietnam, Japan and other countries in the Asia Pacific region.
Tim Coyne, International Technical Manager, William Russell, says:
“Our two operational hubs in the UK and Kuala Lumpur mean we can manage claims 24/7. Our office in Malaysia is primarily responsible for Asia Pacific
cases and the UK office for claims from the rest of the world. By being located in two different time zones however we can easily switch claims management
between offices – providing a seamless service to our members at any time of day or night.
“Effective claims management is a skill requiring a combination of
administrative excellence and the ability to empathise with people when they are under severe pressure from a medical emergency. This can include linking complicated chains of treatment, frequently involving liaison between medical practitioners, our own staff doctors and our emergency assistance providers Cega and Global Assistance.
“Both Katy and Nichola have demonstrated their flair for claims management and a real commitment in delivering the best possible service to our members. Our clients recognise their dedication to service too with over 95 per cent saying they are satisfied with the service they receive from our claims team. It is these qualities which have been recognised in their promotions to head the claims teams in Malaysia and the UK. I look forward to working with them to further develop our international claims service.”
For further information please contact claims@william-russell.com or call +44 (0)1276 486455