Claims Associate - Property

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Job title: Claim Associate – Property

Department: Claims, Property Team

Location: Manchester with occasionally travel to other UK offices

Reporting to: Claims Service Manager – Property, Casualty & Specialty

Main purpose of job: To support all aspects of the company’s claims needs, such as:

• Registering new claims and reporting to insurers
• Dealing with incoming correspondence
• Liaising with insurers where necessary
• Providing great customer service at all times
• Actively contribute to the delivery of the company’s Claims Vision.

Company Vision: To build a large, European, independent, family-owned insurance brokerage group in which talents blossom and client satisfaction is continually high.

Department Overview: Verlingue has an established Claims Team that supports the rapidly expanding business, based across all Verlingue sites in the UK. The Claims Team is regarded as the “shop window” of Verlingue and is responsible for delivering an exceptional claims service to clients.

Verlingue Values:

• Exceptional: Being professional is expected; being exceptional makes us different. We are passionate about making our clients and each other feel special. We truly understand their needs and deliver an outstanding service every time.
• Proud: We take pride in our work every day and always fulfil our promises. We’re proud of our reputation for always acting with the highest ethical standards and this is our foundation for building long-term relationships.
• Inclusive: We value and recognise the diverse skills and individuality that everyone brings to Verlingue. We respect each other and enjoy working collaboratively to achieve the best outcomes.

Key Accountabilities:

• To assist clients with the presentation of their insurance claims
• To demonstrate an appropriate level of technical claims knowledge in relevant classes of business
• To negotiate and obtain settlement of claims, liaising with claimants, insurers, and loss adjusters, as necessary.
• To actively pursue insurers or their suppliers to ensure early policy coverage agreement leading to swift claim resolution.
• Proactively manage a portfolio of claims to ensure that these are resolved as quickly as possible and managed to a good technical standard.
• To escalate matters as required within Insurers and/or their suppliers in a timely way to ensure that an early and satisfactory solution is found for clients. Recognising the need to escalate to the Claims Relationship Manager or Line Manager where appropriate.
• To carry out all activities in the most efficient and cost-effective manner without compromising on quality or client satisfaction.
• To demonstrate the ability to keep own work clearly prioritised and actioned within service standard commitments.
• To demonstrate the ability to actively support the broader Claims team to deliver on the collective service standard commitments.
• To drive our Insurers/Suppliers to deliver on their service standard commitments.
• To recognise urgent matters and prioritise and action them appropriately.
• To escalate, by way of referral, all complaints, or suggestions that Verlingue has failed to deliver an effective service or any other matter where support is required. Referrals should be to your Claim Leader in the first instance.

Compliance:

• Comply with regulatory requirements, industry codes of practice and the Company’s own procedures and rules.
• Ensure that any clients with whom you deal are always treated fairly.
• Be aware of and manage any potential conflict of interest – escalate to line manager.
• Escalate any complaints to your line manager and complete complaints information on Acturis once instructed to do so.
• Complete Broker Assess annually.
• Provide workflow information to line manager on a weekly basis in line with current requirements.

General responsibilities:

• Develop and maintain good working relationships with clients, colleagues, insurers, and other suppliers.
• Immediately advise your Manager of any problem, issue or request which falls outside your authority, level of experience or knowledge, or which could in any way materially affect your effectiveness in your role.
• Undertake any additional duties which have been specifically assigned to you and/or may be reasonably requested by your manager.

Actively contribute to and strive towards the delivery of the Claims Vision and overarching Company Game Plan.

• Demonstrate and be a role model for the Company’s Values & Behaviours.
• Always look to add value in every aspect of your role.
• Take pride, accountability, and ownership of everything you do.
• Maintain a strong level of professionalism at all times.
• Be a strong team player both within claims and for the wider business.
• Be an active listener and a problem solver.
• Always actively participate and be ready to help and build others up.