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Claims Handling
As a Professional Supporting the Global Shipping Industry
Message01
Message01
Early Years that Shaped My Growth
Since joining Japan P&I Club in 2003, I have spent more than two decades engaged in handling claims. In my early years, I was often overwhelmed by the volume of cases and devoted myself to absorbing as much knowledge as possible. I immersed myself in learning about P&I insurance and past cases, always asking not only how to respond to Members’ enquiries, but whether my response would truly alleviate their concerns. Providing accurate and timely reassurance was a guiding principle from the very beginning. I also deepened my understanding of legal matters to broaden my overall expertise.
Among the many memorable cases I have handled—such as a grounding off Kashima, collisions and oil pollution incidents in the Seto Inland Sea, and marine accidents in the Indian Ocean—one case in particular stands out: a stevedore injury case in the United States.
As the matter progressed into litigation in the U.S., I received a large volume of enquiries from the Member every day, and continued to provide timely responses for weeks, aligned with developments in the lawsuit. The time difference with the United States made the process physically demanding at times, but I maintained close communication with the Member in order to understand fully what was causing concern at each stage. In the end, we reached a resolution that the Member was satisfied with. Looking back, I believe that these steady efforts to communicate closely and remain attentive to the Member’s concerns helped earn their trust and reassurance.
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Delivering Personalised Support Through Claims Handling
After serving at the Tokyo Head Office, I was assigned to the Imabari Branch as a manager, where I had far more opportunities to meet Members face-to-face. This experience significantly reshaped my perspective as a claims handler. I realised that extensive knowledge and past experience with large-scale cases alone do not define an excellent claims handler.
I once handled a personal injury claim involving the arrest of our Member’s vessel in China. The representative of the Member faced considerable pressure and anxiety. While working towards the prompt release of the vessel, I carefully anticipated the Member’s needs and concerns, providing daily, detailed progress updates. Although the procedures proved more complex than expected and the release took longer than initially anticipated, the Member’s person in charge later appreciated that the regular updates and transparency were extremely helpful as they allowed all stakeholders to stay fully informed.
This experience reinforced my belief that the essence of effective claims handling lies not in relying on past successes, but in listening closely to each Member, understanding their perspective and circumstances, and delivering personalised support that genuinely reassures them.
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My Role as Chief Specialist
Following six years at the Imabari Branch, I returned to the Tokyo Head Office and transitioned from a management position to the specialist track in claims handling. This specialist track, established in 2023, is a new career path designed to further enhance service quality and apply advanced expertise.
As the Club’s first Chief Specialist in the Claims Department, I currently manage complex cases while also playing an active role in developing young claims handlers. Although every incident differs, the foundation of our work remains constant: earning and maintaining the trust of our Members. I train junior staff on scenario planning from initial response to resolution, coordination with stakeholders, and the importance of reassuring Members in communications which show that we understand their position and state of mind.
Another key responsibility is contributing to the broader maritime sector by sharing accumulated knowledge and experience. I participate in a range of external activities, including contributing articles to industry publications, speaking at seminars, and taking part in a subcommittee of the International Group of P&I Clubs (IG).
I also contributed to the 2025 revision of the Inter-Club Agreement (ICA), a framework that clarifies liability allocation for cargo claims under time charter parties and wrote an article on the subject for an industry publication.
I will continue to maintain a Member-focused perspective and work proactively to deliver further value.
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The Social Significance of
the Japan P&I Club
While my own career spans approximately 20 years, the Club has a history of 75 years. Many Members have entrusted us with their business across generations. This long-standing trust reflects the sincere efforts of our predecessors, who built and nurtured strong relationships with our Members, and it remains a source of great pride for the Club.
I increasingly recognise the responsibility of carrying this legacy forward. I believe it is my role to uphold the trust established by those who came before us, to approach my duties with sincerity, to support the growth of younger colleagues, and to ensure that this bond is passed on to the next generation. As the only IG Club headquartered in Asia, we remain committed to contributing not only to maritime activities in the region, but to the global shipping industry as a whole. I will continue to refine my expertise and dedicate myself to creating value for our Members and the wider maritime community.
