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Internal Adjuster - Croydon

Crawford & Company
Closing date
23 Feb 2021

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Contract Type
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Job Details

Position Summary
  • To pro-actively handle claims from a variety of insurers in a manner that supports efficient and effective settlement for the policy holder.
  • To add value to the customer journey by providing sound technical advice and keeping the policy holder informed at key stages.

Job Scope
  • Occasional travel to other UK offices may be required
  • Post holder will be required to liaise with internal colleagues and external stakeholders- Policy Holders, Clients, Brokers, Suppliers

Functional Knowledge
  • Sound technical knowledge of principles of insurance and Insurance products and services.
  • General knowledge and understanding of insurance regulation and laws which affect insurance practice.
  • Sound knowledge of the claims handling process

General Background, Experience & Professional Qualifications
  • Previous experience in claims handling is advantageous.
  • Ideally possess Insurance qualification but essential to show commitment to study and gain knowledge.

Key Responsibilities
  • To deliver a first class end to end claims handling service - progressing claims efficiently and fairly in a manner that supports the customer and partners our insurer clients brand and values.
  • To investigate the nature of the claim with the policy holder, establish policy cover and set a strategy for resolution by working in tandem with the Loss Adjuster understanding each individual demand and likely outcomes.
  • To really understand what matters to the customer and put this first - agree visit details, undertake pre visit actions such as appointing suppliers, arranging alternative accommodation etc.
  • To identify and understand the nature of any blockages and failure demand - take ownership of issues to identify problem at root cause and adopt getting it right at first time principle to enhance customer experience.
  • To ensure that time spent adds value to the claims life cycle - undertake value work to actively progress claim, control costs and reduce indemnity spend.
  • To accurately input all associated claim information (including new claim details) onto the Company's bespoke systems to validate key milestones in the claim journey.
  • To take sole responsibility for every claim personally handled - ensure parties are kept informed and work closely with Adjuster and suppliers to build on end to end flow.
  • To build strong relations with colleagues, brokers, and suppliers to ensure seamless claims handling service.
  • To capture feedback and continuously look for systems improvement to enhance the overall claims handling process.
  • To promote the Company's ethics and values and focus on first principles of getting it right for the customer.

  • Enjoys being a team player and openly shares knowledge and skills with others.
  • Shows empathy to customers and distils confidence through technical expertise.
  • Demonstrates personal integrity in a way which is consistent to the Company's core values.
  • Demonstrates a 'can do' attitude and is solution oriented to focus on systems improvement.
  • High learning capacity to build on technical knowledge and become a professional expert.
  • Is open and adaptive to change and shows a flexible attitude to meet the needs of the customer.

  • Sound technical skills to proactively manage claims.
  • Good problem solving skills to identify failure demand and initiate resolution.
  • Excellent verbal and written communication skills to convey technical information in a clear and concise way.
  • Well developed interpersonal skills to build rapport and manage customer expectations.
  • Good influencing and negotiation skills in order to settle claims fairly and promptly.
  • Good organisational skills to co-ordinate and deliver on a variety of actions concurrently, delivering every time to high standards.
  • Strong computer literacy skills to make effective use of a variety of ICT platforms and applications.
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