Barbara Stenning, Berkley Insurance Australia

Barbara Stenning, Berkley Insurance Australia

National head of claims

Since the COVID-19 pandemic hit Australia, Barbara Stenning has faced several challenges in leading her team through this unique environment, from working remotely in an apartment still not fully unpacked to managing team members with different levels of experience and areas of expertise to handling an influx of claims. But Stenning says the challenges have ultimately had a positive effect on her leadership style.

“I have learned how to be a non-visible communicator,” she says. “I have always been process-driven, and I am very grateful now, as it has ensured consistency in the way in which our claims are managed, which brings certainty to client outcomes. I believe that this time in lockdown has provided a unique opportunity to review how we do our part of the business, by perhaps seeing things more clearly through the various lenses of stakeholders involved in claims.”

Unsurprisingly, Stenning’s biggest goal for 2020 is to successfully lead her team through the pandemic and into the next phase of business post-lockdown. She says this includes maintaining the team’s spirit, being aware of one another’s needs and goals, and providing opportunities to ensure these are met. “In doing this, we will continue to provide the same reliable, high-quality service to insureds and claimants,” she says.

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