ILC ARTICLE

Rising Star interview with Amy Jones, Operations Administrator, Safeline

8th March 2021

1. Tell us about your role. What do you do, and what do you find most interesting about it?

I am an Operations Administrator working alongside a fantastic team at Safeline Environmental, a leading asbestos removal and management services company specialising in removal, survey and management of asbestos in the UK. I predominantly support the operations team in handling home insurance claims where asbestos has been identified and requires removal. I put policy holder’s interests at the forefront of all that I do. No two claims are the same, but I am passionate about ensuring that every policy holder receives a seamless service when dealing with Safeline Environmental as part of their claim experience.

2. What made you want to work in this industry? 

I had previously worked in various administrative and front facing customer service roles so my experience was well aligned to working within the insurance industry. I was excited about taking on a challenging role and supporting people in their time of need.

3. What do you see as the biggest challenge to your industry in the next year?

There are usually several contractors involved in carrying out repair and restoration works during the life cycle of an insurance claim. It is critical that companies work cohesively to ensure that the communication is excellent between the insurance companies and all parties involved to give the policy holder a smooth claim journey. Unfortunately, this is not always the case and we find that we are not always armed with all of the information that we should be given. This leads to frustration for the policy holder as they are asked repetitive questions during difficult times. If we are given robust information regarding the claim and the policy holder’s circumstances we can tailor or service to meet their needs.

4. How would you like to see the industry improved next year / 5 years / by the time you retire? 

I would love to see every insurance claim being a cohesive journey with insurance companies and contractors putting the policy holder at the heart of what they do.  It would be fantastic to see works on all insurance claims being carried out efficiently and in a timely manner and for all policy holders to be completely satisfied that they have received outstanding service from every company that has been involved in their claim experience.   

5. If you could give your 16-year-old self a piece of advice, what would it be?

Find something each day to feel proud of yourself about.