Inside Velonetic is a people‑powered storytelling series that explores the roles, expertise and work that sit behind the services we deliver every day.
In this Behind the Scenes feature, Sonia Ghosh, Senior Claims Adjuster, shares what claims adjusting really involves — from managing complex claims to balancing technical detail, judgement and fairness. The piece offers insight into how claims are handled in practice and why experience, governance and collaboration play such an important role in maintaining trust across the insurance market.
I’m a Senior Claims Adjuster at Velonetic. My role is to manage claims from notification through to final settlement. That involves carefully collating and reviewing claim information, evaluating loss adjuster and surveyor reports, assessing liability and coverage, and making sure every decision aligns with policy terms and conditions, with fairness and integrity at the centre of everything I do.
I’ve been with Velonetic for over eleven years and moved into claims adjusting in 2022 after spending time in claims processing and supporting our offshore teams in India. That experience gave me a strong foundation and helped shape how I approach claims today.
How my role has evolved
I started as a claims adjuster handling Marine claims and later asked for the opportunity to expand into Energy, which I now work on alongside Marine. My manager was incredibly supportive of that development, and it allowed me to build expertise across two complex classes of business. I have now progressed into a senior adjuster role, and I am currently enjoying the challenge of handling more complex claims following an increase in my claims authority.
I place a lot of value in continuous learning. Alongside my day-to-day work, I recently completed my Diploma in Insurance, supported by Velonetic’s Learning & Development team. The role has been genuinely transformative; no two claims are the same, and there is always something new to learn. My manager, Gill Dunn, has been an integral part in this transformation in recognising my interests, giving me the right opportunities and constantly inspiring and energising us throughout the years. The role helped me unlock my true potential and earned me a place as a finalist for the Customer/Colleague Hero category at the Velonetic Recognising Brilliance Awards 2025.
Energy is my favourite area. It covers everything from oil and gas to renewables such as wind, solar and battery storage, across upstream, midstream, and downstream operations. It’s technical, rapidly evolving, fast-changing, and complex, but also intellectually stimulating.
A claim that stands out
One claim that really stands out involved a large scale solar farm loss following hurricane damage. On the surface, it looked straightforward: a large number of damaged solar panels. But the technical considerations and the scale of the claim required a detailed investigation and careful policy interpretation.
Claims like these highlight the importance of judgment, experience, and attention to detail. Even when something appears simple, complexity often sits beneath the surface.
Why claims adjusting matters
People take out insurance because they expect claims to be handled fairly and promptly when something goes wrong. When that doesn’t happen, trust in insurers and in the market can break down.
My role helps protect that trust. By handling claims honestly, unbiasedly and accurately, we support insurers, policyholders, brokers, and the wider insurance market. Poorly handled claims can lead to disputes or litigation, so the work we do plays an important role in supporting our customers and the wider market.
What a typical day really looks like
There’s no such thing as a truly typical day in claims adjusting, but my work usually involves reviewing multiple claims in a day.
A large part of the day is spent on reviewing insurance policies, analysing and assessing numerous loss adjuster and expert reports, and investigating different aspects of each claim. I also spend a fair amount of time corresponding with brokers, adjusters, and other relevant parties to clarify details, resolve outstanding questions and correct errors or omissions.
The rest of the day is used to update customer systems, maintain claim records, document decisions and communications, and make payments once claims are agreed. There’s a lot of reading and analysis, as well as communication and collaboration, to ensure each claim is resolved accurately and efficiently.
I set aside time to network with other team members, as this helps me gain valuable insights from more experienced colleagues.
Balancing competing priorities
One of the most challenging parts of the role is managing different stakeholder expectations. Brokers may be pushing for quick settlement on behalf of policyholders, while underwriters may still be reviewing aspects of coverage.
I won’t settle a claim until all questionable aspects of the claim are resolved. That can involve difficult conversations, ongoing discussions, issuing reservations of rights, and working closely with underwriting teams. It’s about staying balanced, professional, and fair even when the pressure is high.
Looking ahead
What excites me most about the future is taking on more complex claims as my authority is increased, whilst continuing to learn across new accounts, systems and potentially other classes of business.
Why I’d recommend this career
Claims adjusting is challenging, rewarding, and constantly evolving. There’s strong demand in the market, particularly within specialist areas like Marine and Energy, and excellent opportunities to grow and develop.
If you enjoy learning, problem-solving, and working with people to reach fair outcomes, this career offers real long-term satisfaction.
