Claim Technical Controller (CTC) - Desktop Assessor / Appraiser
Who we are:
American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.
We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.
Get to know the business:
General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.
About the role:
What you need to know: The primary area of responsibility is Auto Material Damage Appraisal. The CTC is responsible for the implementation and execution of AIG material damage processes & programs. The ideal candidate accomplishes this by establishing material damage (MD) standards, communicating, and managing compliance to those standards. The role is responsible for conducting an ongoing quality control program that tests the accuracy of damage evaluations by aligned panel repair shops or vendors.
Duties and Responsibilities:
1. Material Damage Appraisal:
* Provide oversight of material damage evaluations for both aligned and non-aligned repair shops to a high standard.
* Calculate claim settlement costs and agree vehicle valuations on total loss cases.
* Refer vehicle for physical inspections where required.
* Attend Court on behalf of AIG when required.
1. Establish Protocols:
* Monitor Technical Standards and Material Damage guidelines consistent with AIG global standards and local market practice.
* Coordinate overall MD strategy with Country/Regional CTC Managers and other stakeholders.
* Determine & Monitor Prevailing Competitive Price, Determine Incidental Charges.
* Keep updated knowledge of Compliance requirements and ensure the adjusting/file handling team and TPAs are fully engaged in the awareness for compliance & best practice requirements.
2. Reinspection, Compliance and Audit:
* Manage Compliance with legal, technical and company requirements.
* Instruct inspection audits and monitor those done by external estimating staff.
* Monitor estimating accuracy and provide feedback to aligned panel repair shops, vendors and external assessors.
* Establish consistency in standard charges (align, mount balance, evac/recharge etc.).
* Monitor aligned panel repair shop penetration, results and benefits.
3. Training and knowledge sharing:
* The CTC identifies training needs based upon quality control analysis, advances in vehicle construction and collision repair methods and provide training for colleagues in claims.
* Work with colleagues in claims to ensure the teams approach is aligned with AIG best practice guidelines.
* Identify emerging patterns and market trends, work with claims management to implement positive solutions.
What we’re looking for:
* Motor Engineering Qualification.
* Full membership to IAEA or working towards membership desirable.
* Experience of motor assessing/claims handling.
* Understanding of primary estimating skills including and not limited to: Audatex estimating, damage photography analysis, overlap, included operations, cycle time, repair methods, etc.
* Fraud awareness, ability to recognise red flags.
* Ability to write a vehicle damage estimate for collision damage as well as fires, thefts, floods, complex losses, and total loss claims.
* Able to differentiate mechanical problems from accident-related problems.
* Problem solving skills to identify the strengths and weaknesses of alternative solutions and conclusions.
* Maintain current knowledge of vehicle construction trends (advanced metals, electronics, refinishes, SRS, options etc.).
* Knowledge of resources for recalls and safety bulletins.
* Knowledge of salvage processes, categorisation and department of transport regulatory requirements.
* Experience in dealing with a wide range of various stakeholders internally & externally.
* Strong verbal, written communication, listening and negotiating skills.
* Strong Customer Service and Complaint resolution skills.
* Systems and Program skills, including Microsoft Excel and Power Point.
Functional Area: CL - Claims
Estimated Travel Percentage (%): No Travel
Relocation Provided: No
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