Job Overview
To efficiently and cost-effectively handle, negotiate, and settle claims within designated authority and agreed service standards.
Key Responsibilities
* Manage the First Notification of Loss to determine the correct area for handling and liability in line with policy cover.
* Allocate claims that fall into the category of Delegated Authority claims to panel loss adjusters.
* Handle 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, to obtain optimum settlement for the company and customer.
* Handle all incoming telephone and written communication from customers/policyholders, their representatives, and all other interested parties in a proactive manner and within SLAs.
* Provide 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.
Additional Responsibilities
* 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, 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.
Requirements
* Certified Insurance Practitioner (CIP)
* Approved Product Advisor (APA Personal & Commercial Insurance)
* Effective handling of claims (including recovery claims), ensuring optimum settlement for the company and customer including public liabilities.
* Claims review results (Quality, Claims Payments & Call Evaluations) within or exceeds claims service levels.
* Claims leakage within or exceeds target.
* Claims Fraud referrals within or exceeds target.
* Feedback from internal & external stakeholders.
* Accuracy and adequacy of claims reserves.
* Effective management of service providers on individual claims: Loss Adjusters, Solicitors, etc.
Competencies
* Excellent Interpersonal, numerical, and communication (written and verbal) skills.
* Drive for results.
* Innovation and change orientation.
* Planning, co-ordination, and organising.
* Problem-solving/decision-making.
* Quality: High standards in all areas.
* Team Building/Team Player.
* Technical skills and knowledge.