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.
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
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.
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.