Claim Technical Controller (CTC) - Desktop Assessor / Appraiser
About the role
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.
Duties and Responsibilities
* 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.
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.
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. Cycle Times (Speed of appraisal, technical accuracy, attention to start/stop times, parts delays, exploring alternative solutions or use of recycled parts).
* 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.). Other specific knowledge as business need requires (i.e., motorcycles, recreational vehicles, 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.