Lloyd Mel Madeja

Policy Renewals and Retention
• Managed end-to-end policy renewal processes, ensuring compliance with defined turnaround time (TATs)
• Reviewed policy terms, prepared renewal quotations, and issued timely renewal notices to clients.
• Proactively engaged clients via phone and email to secure renewals, contributing to improved retention ratios
• Collaborated with Underwriting, Operations, and Finance teams to streamline renewal processing and resolve
policy-related queries efficiently.

• Successful validation and review for group Policy Issuance (New Business, Renewals).
• Processed Policy Endorsement (Addition, Deletion, Cancellation, Amendments).
• Monitored the automation process for success and reported technical issues.
• Attended general queries through email and phone calls.

▪ Identified and analyzed distributor concerns or issues effectively, providing clear solutions or guidance.
▪ Provided timely and accurate responses to distributor inquiries via live chat and ticketing, ensuring a high level of service and professionalism.
▪ Collaborated with internal teams (Policy Management, Policy Benefits, Underwriting) to escalate distributor issues, ensuring a seamless experience for partners.
▪ Exceeded service level agreements (SLAs) and key performance indicators (KPIs) for response time, resolution time, quality, and customer satisfaction.
▪ Maintained a comprehensive understanding of Life and Non-Life products, services, and policies to assist distributors with inquiries.

Officer-In-Charge (Leadership role)
▪ Supervised team operations, monitored performance, and ensured daily workflow efficiency.
▪ Compiled and submitted performance reports on a daily and monthly basis.
▪ Managed shift scheduling and task assignments to optimize productivity.

• Identified and analyzed distributor concerns or issues effectively, providing clear solutions or guidance.
• Provided timely and accurate responses to distributor inquiries via live chat and ticketing, ensuring a high level of
service and professionalism.
• Collaborated with internal teams (Policy Management, Policy Benefits, Underwriting) to escalate distributor
issues, ensuring a seamless experience for partners.
• Exceeded service level agreements (SLAs) and key performance indicators (KPIs) for response time, resolution
time, quality, and customer satisfaction.
• Maintained a comprehensive understanding of Life and Non-Life products, services, and policies to assist
distributors with inquiries.

▪ Analyzed client concerns effectively while maintaining professionalism.
▪ Provided timely and accurate responses to clients inquiries via phone, email, and social media, ensuring a high level of service.
▪ Worked closely with internal teams (Policy Management, Policy Benefits, Underwriting) to escalate client issues as necessary.
▪ Met service level agreements (SLAs) and key performance indicators (KPIs) regarding response time, resolution time, quality, and customer satisfaction.
▪ Maintained a comprehensive understanding of Life and Non-Life products, services, and policies to assist clients with questions or concerns.

▪ Managed end-to-end medical claims process, from intimation and documentation to submission to TPAs/insurers, ensuring timely and accurate processing.
▪ Provided expert guidance to clients by reviewing medical policy coverage and clearly communicating relevant information and claim requirements.
▪ Streamlined documentation processes by efficiently collecting, verifying, and organizing all medical claim-related paperwork.
▪ Built and maintained strong relationships with TPAs, insurers, hospitals, and clients to accelerate claim processing.
▪ Drove claim resolution by actively tracking statuses.
▪ Resolved complex claim issues through timely escalation of unresolved cases, while meticulously maintaining accurate and comprehensive records.

▪ Conducted training and seminars with clients to inform them about their healthcare benefits and coverage.
▪ Responded to emails and phone calls from clients to address concerns and queries.
▪ Educated clients on how to use their health cards to avail of services.