Open to opportunities

Richard Hembu

@richardhembu

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Experienced insurance underwriter and claims manager with strong customer service and data skills.

Papua New Guinea

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What I'm looking for

I seek a role in insurance operations or claims where I can apply underwriting and claims expertise, drive provider relationships, and grow into leadership.

I am an insurance professional with nine years' experience across underwriting, claims, customer service, and sales in Papua New Guinea. I combine strong customer-facing skills with technical proficiency in Microsoft Office and insurance processes.

As an Insurance Underwriter (Medical & General Line), I assess medical histories, determine policy terms and premiums, and maintain compliance and accurate records while collaborating with actuaries and sales teams.

In prior roles as Claims Manager and Customer Service lead, I strengthened provider relationships, reviewed and negotiated medical claims, managed medivac arrangements, and prepared monthly claims reports while overseeing regional teams and call centre operations.

I am enthusiastic, conscientious, a fast learner, and focused on meeting deadlines and driving improvements in processes, reporting, and customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Insurance Underwriter

Current

Papua New Guinea Insurance Group

Aug 2023 - Present (2 years 3 months)

Assess medical and general line insurance applications, set policy terms and premiums, and maintain compliance and records to support underwriting decisions and risk evaluation.

Underwriting Risk Assessment Policy Administration Regulatory Compliance Record keeping

Insurance Service Provider & Claims Manager

Papua New Guinea Health Assurance (PHA)

Jan 2021 - Jul 2023 (2 years 6 months)

Managed provider relationships and claims operations, reviewed medical claims, negotiated payments, arranged medivac and accommodations, and produced monthly claims reports to control costs and improve service.

Claims Management Provider Relations Medivac Coordination Negotiation Reporting Customer Service

Customer Service Call Centre Manager

Papua New Guinea Health Assurance

Dec 2021 - Jun 2022 (6 months)

Oversaw PNG and offshore call centre teams, analysed call data, developed operational goals and coached staff to improve service levels and handle high inbound/outbound call volumes.

Performance Analysis Reporting Customer Experience Team Leadership

Customer Service & Case Management Officer

Fullerton Health PNG Ltd

Aug 2018 - Dec 2020 (2 years 4 months)

Liaised with providers and doctors for member approvals, coordinated medivac arrangements, provided product knowledge, and handled case management and ad hoc service tasks.

Case Management Provider Liaison Medivac Coordination Customer Support Negotiation Documentation

Customer Service Officer

Bima Micro-Mobile Insurance

Feb 2016 - Aug 2018 (2 years 6 months)

Provided product knowledge and support to new and existing clients, managed high volumes of calls, identified customer needs and offered solutions to upsell products when appropriate.

Customer Service Product Knowledge Upselling Communication Data Entry Time Management

Sales Representative

Bima Micro-Mobile Insurance

Feb 2016 - Aug 2018 (2 years 6 months)

Marketed micro-mobile insurance via face-to-face, online and phone channels, performed data entry, managed sales trackers and prepared regular sales reports to meet targets.