Press Release

QBE claims manager provides 'outstanding' care and service

QBE Senior Case Manager of the Major Injury Claims department Lhing Vaiphei, took out the award for ‘Outstanding Care and Service by an Individual’ at iCare’s Care and Service Excellence Awards on Wednesday, 30 November.

The Care and Service Excellence Awards are hosted annually by iCare and reward outstanding service delivery in the New South Wales compensation industry.

The award recognises Ms Vaiphei’s excellence in providing specialised care and support as a senior case manager in major injury claims. In particular she was called out for her work following the Bourke Street incident in Melbourne earlier this year, where a car ploughed through the city’s CBD killing six people and injuring dozens.

Throughout this case, Ms Vaiphei supported the affected workers through their recovery from psychological and physical injuries and through their return to work. At the same time she provided optimal customer service with regular communication to the workers’ large, high-profile employer.

Further to her work with customers, internally Ms Vaiphei is known for her leadership capabilities, championing business change, and her passion for knowledge sharing and enabling continuous learning opportunities for her peers.

QBE General Manager – Workers Compensation and Customer Distribution Adam Farr, said Ms Vaiphei has excelled in providing specialist care and support in her role with customers as well as support to her peers.

“Lhing has received positive feedback from several stakeholder groups regarding her excellent case management of sensitive and high-profile claims. She also demonstrates a coaching mindset, enabling others within the business to learn from her experiences, which facilitates their independence.”

Ms Vaiphei is a psychology graduate with a Master’s degree in Applied Psychology & Counselling. She worked as a HIV/AIDs counsellor before joining QBE as a claims manager in 2012 and has since consistently provided excellent outcomes for customers.
For further information please contact:
Erica Tarlington
External Communications Specialist - QBE Corporate Communications
Phone: +61 466 028 302