Insurance Claims Handler

Department: Claims
Location: SE1 - Hybrid
Salary: £33,000 to £37,049 plus 6.0% employer pension contribution and standard benefits
Contract: Permanent

My client provides exceptional service and ensures regulatory and legal compliance in the claims process. This client values trust, transparency, and professionalism in our collaborative team and contributes to the advancement of industry standards.

Role Overview: As a Claims Handler, you will use your analytical skills to manage and resolve claims efficiently while providing exceptional service. You will present a professional persona to my clients' customers and use your investigation, problem-solving, and communication skills to determine the outcome of claims, ensuring policyholders are kept up to date throughout the handling process.

Key Responsibilities:

• Manage a full caseload of claims with minimal supervision.
• Build and maintain effective relationships with stakeholders including underwriters, policyholders, and 3rd party contractors.
• Negotiate settlement of claims within delegated authority.
• Ensure completeness, accuracy, quality, and integrity of data on the electronic case management system.
• Act as the in-house claims expert, providing guidance on claim-related matters.
• Process all valid claims in line with agreed timescales.
• Provide claimants with updates on the progress of live claims.
• Prepare and fulfill key correspondence related to new and existing claims.
• Resolve claims-related queries, escalating complex or appealed claims as necessary.
• Liaise with relevant insurers for claims exceeding authority limits.
• Provide documentary evidence to the Complaints Handler for complaint resolution.
• Identify and escalate potential compliance or reputational issues.
• Maintain accurate records of claims, investigations, communications, and resolutions.
• Create reports and briefing sheets to explain trends and patterns in claims.
• Coach others about best practices and challenges in claims management.

Essential Criteria:

• Minimum C grades at GCSE English and Maths.
• Previous experience in an FCA regulated complaint handling environment.
• Significant experience in the insurance sector.
• Proficient knowledge of Microsoft Office suite.
• Strong communicator with confident phone manner and excellent written/verbal communication skills.
• Self-sufficient and proactive approach.
• Strong attention to detail and accuracy.
• Highly analytical with excellent problem-solving skills.
• Excellent customer service skills, with the ability to deal with difficult situations and clients.
• Ability to prioritise effectively and adapt plans accordingly.
• Consistently produce high-quality work even when meeting tight timescales.

Desirable Criteria:

• Qualifications in law.
• Knowledge or experience of claim handling in the glazing industry.

Personal Attributes:

• Able to work flexibly and collaboratively as part of the team.
• Excellent organisation and multitasking abilities.
• Inquisitive and investigative nature.
• Exceptional attention to detail.
• A great team player with the ability to work on own initiative.
• Taking accountability and ownership.
• Self-awareness and understanding of personal strengths and weaknesses.
• Approachable and willing to accept feedback.
• Commitment to a career in complaints and insurance.
• Ambitious to grow and stay with the team long-term.
• Known for having personal and professional integrity.
• Ability to cope under pressure and respond to demands.