Alex Wagner commenced his working life as a NSW Police Officer where he worked in diverse roles including the Highway Patrol, Accident Investigation Squad and as a covert surveillance operative within Police Internal Affairs. Alex's last posting as a Police Officer was on a secondment to the NSW Independent Commission Against Corruption where he worked in the covert investigations team. Thereafter Alex joined the insurance industry working firstly as an insurance investigator and investigations manager for a number of years. For the past thirteen years Alex has worked in claims management at various life insurers and at a re-insurer and in March of 2007, Alex joined Zurich as their claims manager.

Alex Wagner is the claims manager at Zurich. In this paper Alex shows that insurers assess claims under the spotlight of two competing objectives - the need to assess claims quickly because of potential commercial reputational damage and the prudential ... Read more