Claims Complaints Handler

As a Claims Complaints Handler you will be responsible for managing and resolving a portfolio of customer complaints related to motor insurance claims in line with Consumer Duty, delivering high levels of customer satisfaction and maintaining the reputation of our company.

Job title: Claims Complaints Handler
Location: Liverpool or Sevenoaks
Working hours: Monday to Friday, 37.5 hours a week, between 8:30am to 5pm
Salary: £25,000-£32,500 plus an achievable annual bonus of £2000, paid quarterly

What you will be doing:

1. Receive and acknowledge customer complaints regarding motor insurance claims, ensuring timely and professional communication throughout the process
2. Investigate and assess the validity of complaints, reviewing relevant documents, policies, and claim details to gather all necessary information
3. Liaise with internal departments, such as claims adjusters, underwriters, and legal teams, to gather additional information and resolve complaints effectively
4. Conduct thorough investigations into complaints, including reviewing claim files, policy documents, correspondence, and any other relevant materials
5. Communicate with customers and relevant parties involved in the claim to understand their concerns fully and provide updates on the complaint resolution process
6. Analyse complaint trends and identify areas for improvement in claim handling processes, escalating systemic issues to management for appropriate action
7. Work closely with the claims team to ensure that all complaints are addressed promptly and in compliance with regulatory requirements
8. Provide comprehensive and accurate responses to customers' complaints, explaining claim decisions, and offering appropriate resolutions or compensation when necessary
9. Maintain detailed and accurate records of all complaint handling activities, ensuring adherence to data protection and confidentiality policies
10. Collaborate with the complaints team to develop and implement strategies for improving customer satisfaction and reducing complaint volumes
11. Ensuring that complaints are resolved to mitigate FOS escalations. Where FOS escalations have been made, handle and correspond with the Financial Ombudsman Service to resolve the complaint

1. Proven experience in handling motor insurance claims or complaints, or a similar role within the Insurance industry
2. In-depth understanding of motor insurance claims processes, including knowledge of relevant regulations and legislation
3. Strong analytical skills, with the ability to review and interpret complex information to make informed decisions
4. Excellent communication skills, both written and verbal, enabling you to articulate responses to customers and stakeholders effectively
5. Empathy and patience when dealing with customers, demonstrating a customer-centric approach to complaint resolution
6. Ability to work well under pressure, manage multiple tasks simultaneously, and meet tight deadlines
7. Strong attention to detail, ensuring accuracy in all aspects of complaint handling and documentation
8. Proficiency in using relevant computer systems and software for complaint tracking and reporting
9. Ability to work collaboratively within a team environment, fostering positive relationships with colleagues and stakeholders
10. A commitment to maintaining high ethical standards and upholding company values

About Acorn Insurance
We are a growing business with great opportunities to build your knowledge of the financial services industry. As a specialist insurance provider, we have over 40 years of experience helping people secure motor insurance across all of the UK. We help more than 50,000 customers to find a policy that meets their needs and gives them the peace of mind that comes with high-quality insurance.

At Acorn Insurance we provide full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.

We celebrate difference and it’s important to us that we have a culture where our people feel respected and valued for who they are. We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves.

The Acorn Group is a Great Place to Work 2024/5. A record number of Acorn employees completed the survey. The results overwhelmingly revealed that the group is welcoming, supportive and a great place to forge a career. There is always room for improvement though. We have big plans to improve even further in 2025.

Why Acorn Insurance?
Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Some of the “your tomorrow” benefits you will receive include:

1. Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays)
2. Additional Buy & Sell Holidays
3. Company Sick Pay Scheme
4. Company Paid Maternity & Paternity Leave
5. Generous Company Pension Scheme
6. Perk Box Online & High Street vouchers and discounts
7. Fresh fruit Deliveries twice a week*
8. £250 Refer a friend bonus.
9. Cycle to work scheme.
10. Free eye test vouchers and a contribution towards the frames
11. Free self-development & qualifications via Magpie Learning
12. A comprehensive Mental Health support a wide network of mental health first aiders and free counselling sessions
13. Free Hot Drinks*
14. Regular Employment Engagement including ongoing competitions with fantastic prizes.
15. Charity fundraising events

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.

At Acorn, we are committed to creating an inclusive and supportive work environment. We recognise that candidates may have specific needs and are happy to consider reasonable adjustments to the recruitment process and working environment to accommodate individual requirements. Whether it’s modifying equipment, adjusting working hours, or providing additional support, we aim to ensure all employees can perform at their best. If you require any reasonable adjustments, please let us know during the application or interview process, and we will work with you to ensure your needs are met.