To efficiently and cost-effectively handle, negotiate, and settle claims within designated authority and agreed service standards.
Job Responsibilities
* Manage the First Notification of Loss to determine correct area for handling and liability in line with policy cover. Allocating claims that fall into the category of Delegated Authority claims to panel loss adjusters.
* Handling all Property Damage claims (Home, Farm, and Commercial) and Property Public Liability claims from notification through to closure within agreed authority limits and service standards, in order to obtain optimum settlement for the company and customer.
* Handling all incoming telephone and written communication from customers/policyholders, their representatives, and all other interested parties in a proactive manner and within SLAs.
* Provision of excellent claims customer service to customers, their representatives, brokers, service providers, and interested parties in a friendly, courteous, and professional manner, ensuring a positive supportive customer experience throughout the claim process.
* Ensuring that critical detail is captured at all stages of the claim, as comprehensively and accurately as possible, to ensure that all claims are handled appropriately, and that the data captured in respect of fraud indicators is directed to the Team Fraud Coordinator and/or Claims Investigation Team, to ensure maximum detection of fraudulent or exaggerated claims.
* Establish and maintain adequate claims reserves.
* Provide technical advice to customers (claims process and what next steps are in relation to their claim), Loss Adjusters, and Solicitors.
* Ensure personal understanding of regulatory framework and compliance with regulatory standards for claims handling.
* The ability to work proactively to ensure that personal and team objectives and targets are met.
* Reflect the Claims Department strategy of the customer-centric approach.
* Undertake project work as required.
* Actively participate in training and identifying training needs for the team.
* Assist in researching new digital solutions to enhance customer proposition and streamline processes.
* Dealing with all issues in terms of Policy indemnity and liability in the appropriate manner and manage each claim to a satisfactory conclusion, maximizing customer satisfaction and minimizing cost to FBD. Fair to the customer, fair to FBD.
Education
Qualified to Certified Insurance Practitioner (CIP), Approved Product Advisor (APA – Personal & Commercial Insurance).
Experience
* Effective handling of claims (including recovery claims) ensuring optimum settlement for company and customer including public liabilities.
* Claims review results (Quality, Claims Payments & Call Evaluations) within or exceeding claims service levels.
* Claims leakage within or exceeding target.
* Claims Fraud referrals within or exceeding target.
* Feedback from internal & external stakeholders.
* Accuracy and adequacy of claims reserves.
* Effective management of service providers on individual claims: Loss Adjusters, Solicitors, etc.
* Demonstrate innovation, create and support innovation culture within the team, look at alternative processes or procedures which can create improved customer service or efficiencies.
* Excellent interpersonal, numerical, and communication (written and verbal) skills.
* Drive for results.
* Innovation and change orientation.
* Planning, coordination, and organizing.
* Problem-solving / decision-making.
* Quality: High standards in all areas.
* Team Building / Team Player.
* Technical skills and knowledge.
Additional Information
This role is being offered on a permanent basis.
FBDis an inclusive Equal Opportunity employer that considers applicants irrespective of their age, gender, ethnicity, culture, religion, language, sexual orientation, ability, disability, and social circumstances.
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