Title:  Claims Handler

Role: Claims Handler 

Location: Birkenhead 

Permanent

Job Purpose:

To work within a Claims environment, processing and handling of new and existing Structural Warranty claims. You will manage your own caseload of claims within a delegated authority, aiding and supporting the Claims Team Leader and Head of Claims, liaising as necessary with Policyholders, Solicitors, Technical Surveyors and insurers, and operating strictly within FCA Regulations & Guidelines. 

Key Responsibilities: 

• Answering calls and emails from Policyholders, providing advice on the claims process and an excellent customer experience at all times.
• To act as the main point of contact for Policyholders who have submitted a claim
• Collect accurate information and documents to proceed with a claim ensuring that all information is accurately recorded and maintained on the claim file.
• Assess a claim made by a policyholder fairly and consistently to ensure that correct coverage decisions are made.
• Proactively manage your own caseload of Structural Warranty claims, of small to medium value and complexity, ensuring they are correctly handled and that there is a fair and prompt settlement of any valid claims.
• Work with the Recoveries Team to highlight potential recovery and/or mitigation opportunities
• Set and maintain appropriate reserves throughout the lifecycle of all claims
• Handle claims declinatures and appeals
• Ensure the customer is treated fairly at all times
• Work closely with insurers and solicitors when needed
• Adhere to legal requirements, industry regulations and customer quality standards set by the company.
• Regularly review and improve existing processes
• Undertake any other duties as reasonably required
   

Key Skills & Experience: 

• Good experience in handling claims and providing excellent customer service
• Investigation skills
• A general understanding of the insurance market and related products
• Ability to deal professionally with clients/management/staff at all levels
• Ability to work under pressure to a high standard
• A high level of written and verbal communication skills
• A strong decision maker
• Enthusiastic and committed with a desire to achieve and exceed targets
• A high level of listening and problem solving skills
• Excellent prioritising skills
• Able to react quickly and effectively when dealing with challenging situations 
• Proven experience of understanding the importance of providing excellent customer service and experience in 
  delivering customer support
• Work well with other team members 
• Working knowledge of FCA Regulations 
• Well organised and conscientious with ability to plan and monitor work tasks
• Good IT skills, including Windows Office Suite
   

Educational Requirements: 

• To have or be working towards insurance related qualifications such as CII
   

Benefits: 

• Annual bonus
• Excellent pension scheme
• Private Medical Insurance
• Enhanced Maternity/Paternity leave (after 2 years’ service)
• 25 days annual leave plus bank holidays 
• x2 well being days per year

At HSB Group (including Premier Gurantee), Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed.

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.