Working Hours: This role is available on a part-time, job-share, or full-time basis.
Location: UK, we’re flexible!
The opportunity:
Our Accident & Travel business has excelled in recent years, affording us an exciting opportunity to grow our team.
As a Senior Claims Technician, you’ll enjoy supporting peers with technical referrals, assisting on complaint resolution queries, working alongside our suppliers to enhance our customer experience, and engaging with our intermediaries, customers, and wider internal stakeholders to help improve our proposition.
What will you be doing?
As Senior Claims Technician, you will:
* Review claims and medical assistance cases over our TPA’s delegated authority, including authorising air ambulance requests.
* Handle and negotiate complex or large value claims across Retail and Commercial portfolios.
* Perform retro screenings, where needed, for cases settled on a proportionate remedy basis.
* Make decisions based on the policy’s terms and conditions, Zurich’s Claims philosophy and the FCA’s Consumer Duty.
* Assist the Customer Care team in reviewing complaints and providing feedback to our TPAs.
* Assist in developing strategy and best possible customer outcomes.
* Evaluate claims handling processes and systems to identify opportunities for improvements for both our TPAs and in-house claim teams.
* Share claim insights and support our wider business functions such as Underwriting, Sales & Distribution, and Actuarial.
* Remain up to date on industry best practices and any changes in rules around patient repatriation.
* Develop and maintain relationships with internal and external stakeholders.
* Contribute to a positive and supportive team culture.
* Take action to manage your own personal development and encourage others to do the same.
Who are we looking for?
Definitely:
* Extensive travel claims and/or medical assistance experience, including, but not limited to:
• Medical Repatriations
• Knowledge of cost containment procedures
• Applying CIDRA (Consumer Insurance(Disclosure and Representations)) Act 2012
• Identifying and/or investigating recoveries against at-fault parties
* Complex and large loss management.
* Able to offer 24/7 support on a rota basis to our medical assistance providers.
Ideally you will have:
* Exposure to Corporate Business and Personal Accident Insurance.
* Insurance industry relevant qualifications and/or evidence of working towards.
* Strong communication, relationship management, and effective negotiation skills to deliver exceptional customer service.
* Experience of complaints management.
* Strong IT skills, with the ability to analyse performance data.
* Experience of managing varying workloads and pressures.
Who we are:
At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people, and our planet.
If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives, and contributions - then Zurich could be just the place for you. Be part of something great.
Our Culture:
At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs, or culture.
We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity.
The financials
* 12% defined non-contributory pension scheme.
* Annual company bonus.
* Income Protection.
* Life cover - four times your salary.
Time away
* 25 days holiday a year plus bank holidays.
* You can also request to swap UK bank holidays for days off that have cultural or religious significance to you.
* The option to buy up to an additional 20 days or sell some of your holiday.
* Three days paid volunteering.
* Up to 16 weeks' full pay for maternity, paternity and adoption leave.
Your health is important to us
* Access to Private medical insurance.
* Virtual GP appointments.
* Discounted gym membership.
* Free flu jab.
* Access to a wealth of support from our wellbeing partners.
We're making a difference
* Creating a brighter, more sustainable future underpins all that we do here in Zurich.
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