Claims Handler

North Shields
29 Mar 2018
13 May 2018
Contract Type
Full Time


Settling claims as quickly and on the best terms possible by :-:

  • Negotiation of those claims through to closure to obtain optimum settlement in accordance with individual KPIs, IASA requirements and statutory limits.
  • Manages inbound and outbound telephone calls from policyholders and third party's to assist in swift closure of claims and to reduce any unnecessary costs of the claim
  • On receipt of a new Claim contact policyholders where necessary to obtain any further information to assist liability decision.
  • Pro-active 'capture' of claimants to provide hire / LOU / PI settlement where appropriate
  • Handles own portfolio of claims using 'chase'/diary system to ensure claims are closed at the earliest possible time and in cost effective way.
  • Effective use of outside agents where appropriate to assist in obtaining optimum settlement of claim.
  • Ensures that reserves and other recordable information on the claims system are accurate and up to date at all times in accordance with the IASA.
  • Recognise complaints in line our clients procedures

Critical Success Factors

  • Good communication skills both written and oral.
  • Ability to 'take ownership' of possible problem issues which may occur during the lifetime of a claim
  • Ability to prioritise so as to be able to work under pressure and with minimal supervision and referrals.
  • Good Knowledge of liability issues allowing decisions to be made which are accurate and sustainable.
  • Conversant with CPR / MOJ Portal and how the rules impact on the claims handling process
  • Conversant with the RTA in particular sections 140/155 and how these apply to the claims process.
  • Good knowledge of all our clients's policy documents (and any differences between the various classes of business) and the Company's strategy and procedures relating to them.
  • Thoroughly conversant with the company's procedures in particular to their reserving and closure policy as per the IASA
  • Ability to deal with personal Injury claims (including accurate valuation) through to a satisfactory conclusion with minimal supervision.
  • Uses experience and all available tools to spot potentially fraudulent claims. Plan and undertake all necessary investigations, with limited supervision, to try to defeat the claims pre- litigation. Demonstrates decision making skills to determine which claims are worthy of contesting. Must be able to deal competently and confidently with litigated claims, making important decisions, when required.
  • Good all-round knowledge of the litigation process including an appreciation of procedures (timescales, allocation etc.), related costs-issues and implications.
  • Conversant and up to date with Credit Hire and the ABI GTA and our clients's procedures and approach to those claims.
  • Pro-active approach to 'capture' third parties by phone or letter
  • Early notification to CRU of all personal Injury claims and confirming settlement

Internal Effectiveness

  • Ability to use own initiative with minimal referrals
  • Willing to share workload of other team members when required
  • Flexible approach to tasks required when under pressure i.e. staff holidays/absence
  • On approaching any extended leave, every effort to be made to clear outstanding work

Minimum Behavioural Requirements

Effective Communication

  • Checks for understanding
  • Communicates clearly and concisely , both verbally and in writing

Customer Focus

  • Is proactive, and shows a 'can do' attitude
  • Is focussed on customers (internal and external) - shows this in words and actions


  • Considers other points of view
  • Encourages others to reach their goals as well as their own
  • Values input and assistance from others and gives proper credit for help received
  • Is supportive and generous in sharing knowledge
  • Works for the good of the team and acts upon work requests from more senior staff
  • Is aware of the impact of her/his actions on others

Personal Effectiveness

  • Raises important issues effectively but also provide suggestions/ recommendations for way forward
  • Performs calmly and effectively under pressure
  • Treats all people respectfully and courteously
  • Deals with disagreements to achieve a positive outcome for all parties
  • Takes responsibility for actions and decision and admits mistakes
  • Inspires trust, and acts with integrity and honesty
  • Displays positive behaviour and reacts in a consistent manner
  • Follows through and delivers on promises
  • Reacts well to constructive as well as positive feedback, and will modify own behaviour as a result in a positive way
  • Keeps emotions in check without disrupting others
  • Considerate of colleagues' time and commitments (eg arrives for meetings prepared and on time)
  • Make effective decisions commensurate with knowledge and experience
  • Continually strives for self-development as part of a personal development plan

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