In this spotlight feature, we sit down with Mike Abat, Senior Claims Handler in our Accident & Health division based in Australia. With a diverse background spanning workers’ compensation and life insurance, Mike brings valuable experience and a people-first approach to our claims team. Mike shares insights into his role, the collaborative culture at Arch, and how he balances his professional dedication with personal passions outside the office.
Can you tell us about your background, and what drew you to Arch?
My insurance journey started back in 2015 in workers’ compensation administration. I worked my way up, and after a few years, I wanted to try something new and jumped into life insurance for a change of pace. Eventually I became a Senior Consultant there, but I wanted to look for further development opportunities. Arch caught my eye because it offered the perfect chance to stretch my wings in the Accident and Health space. What I love about being here is how I get to use all my previous experience while connecting with a wider variety of people and learning exciting new products.
What does your current role within Arch Claims team entail?
I handle the more complex Accident and Health claims, which keeps things interesting! I also get to coach my teammates, which I absolutely love doing. For me, the heart of my job is building genuine relationships with our brokers and claimants. When someone submits a claim, they’re often going through a tough time, so I aim to be that reassuring voice on the other end who really cares about getting things sorted for them. It’s all about balancing efficiency with that human touch that makes all the difference.
How have you found the collaboration between underwriting and claims within Arch?
This is my first role where I’ve had the chance to work closely with an underwriting team, and it’s been eye-opening! We have this great back-and-forth that’s taught me so much about the bigger picture of general insurance. I’ll ping them with questions, they’ll ask for my input on claims trends, and we just build on each other’s knowledge. It’s refreshing to share insights from both sides of the fence – I help them understand the claims perspective, and they’ve helped me see how policies are crafted. It makes for a much more cohesive experience for everyone involved.
How has the Arch claims proposition enabled you and your team to better understand our customers?
Having moved around different insurance sectors, I’ve developed an understanding of what claimants are really worried about beneath the surface. At Arch, I can put that to good use by handling claims efficiently while still being the empathetic ear people need during difficult times. But what’s been great is how much I’ve learned from my teammates too! They’ve opened my eyes to approaches I’d never considered before. We’re constantly sharing tips and experiences, which means we’re all getting better at seeing things from our customers’ perspectives.
What do you enjoy doing outside of work?
I spend a lot of time out with friends at music festivals, trying new restaurants, or just catching up over coffee. But everyone needs their downtime, right? When I’m recharging my batteries, I love getting comfy on the couch with some video games or binge-watching my favourite shows and anime. And I’ve got the best company for those chill nights – my golden retriever, Moose!