To manage a portfolio of Household claims, answering Policyholder queries relating to their claim and policy either via the claims portal or on the phone. To provide first class, full lifecycle claims handling and act as the primary Policyholder contact.
Key Accountabilities
• Advise policyholders on general queries and claims queries relevant to their claim or policy
• Respond to Policyholder portal messages professionally and within a timely manner
• Build policy-holder confidence by developing rapport and actively listening to each Policyholder and taking the necessary action.
• Ensure policy covers and limits are applied where applicable.
• Take a methodical approach to each claim and working through the processes with each policy holder.
• Request information for example photos of damage and proof of ownership from Policyholders by using the system effectively
• Arrange for payments to be made within authority levels.
Proactively handle claims to ensure decisions are made quickly and delivered to the Policyholder as quickly as possible.
• Manage a high-volume portfolio of fast paced claims through prioritising by individual circumstances from to settlement.
• Liaise between internal teams, third party suppliers and policy holders, ensuring that all are updated to ensure the smooth and timely progression of claims.
• Perform basic fraud checks and escalating any fraud alerts or suspicious circumstances to the Counter Fraud team.
• Manage multiple activities by prioritising important and urgent tasks whilst maintaining the focus on the policy holder.
• Negotiate settlement of claims both verbally and in writing.
• Assist with overflow calls during peak times where necessary.
• Constantly seek improvements in how we deliver excellent customer service.
• Ensure that SLA’s and KPI’s are met and maintained consistently.
• Undertake any individual or team task or activity reasonably requested and in line with the company values
Person Specification
Experience & Knowledge
• At least 3 years experience in Home Claims role.
• Experience across multiple insurance perils
Skills & Abilities
* Excellent verbal and written communication skills
* Good organisational skills
* Accuracy and attention to detail
* Ability to work well under pressure and meet deadlines
* PC literate with good administrative skills
* Ability to take on increased ownership and responsibility when necessary
Personality & Motivation
* Helpfulness and a passion for customer service
* High energy levels
* Positive approach
* Team player
* Drive and enthusiasm for meeting targets
* Empathy and understanding
* Confidence & a professional attitude