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Technical Claims Underwriter

8 months ago

Colchester, United Kingdom Hiscox Full time

Job Type:
Permanent

Build a brilliant future with Hiscox

The Role

Working within the Technical Claims Team and reporting to the Technical Claims Manager, you’ll enjoy a fast-paced, exciting environment with a high level of autonomy. Your role will involve managing a portfolio of mostly escape of water claims. You will take the first notification of loss, assess policy coverage and allocate the claim to the right person. You will retain a portfolio of your own claims where you will identify the extent of damage to both buildings and contents elements and agree the scope of repairs and settlement. In delivering exceptional service to our brokers and customers you will be a dedicated, confident, resourceful individual who cares for the customer and is empowered and technically equipped to make their own decisions on claims.

This is a hybrid role where the team spend two days a week in the office and three days working from home, although you may spend more days in the office if you wish.

You will need to attend either our Colchester or York office hub for office days.

What you’ll be doing
- Delivering world class customer service daily, respecting the Hiscox Claims philosophy and personifying our values
- Meeting and exceeding pre-defined SLAs/targets
- Completing a comprehensive triage on your allocated escape of water claims to ensure that the correct vendor or resource is assigned to each claim
- Liaising with the customer to arrange an appointment for a field visit
- Creating a bespoke action plan for each claim and being accountable for proactively managing the claim and any third party suppliers through initial investigation to completion of repairs and settlement of contents aspects
- Set an early strategy on each claim validating, negotiating and settling claims fairly and proactively with an emphasis on prompt resolution and careful control of indemnity spend
- Following a defined process and ensuring information is recorded in a clear and consistent manner with clear thought process and next steps planning
- Liaising with customers and their contractors, disaster management companies, surveyors and our nominated contractors to carefully guide building work projects through to completion on budget and on time
- Handling enquiries from policyholders, third parties and other experts on existing claims and identifying key triggers requiring escalation or additional review including Identification of potential claims for special investigation or recovery and support Special Investigation team with claim management
- Where applicable, providing risk management information and recommendations/requirements to both the policyholder and also the underwriters for the improvement of the risk to Hiscox
- Delivering first class technical assistance both on individual tasks and team projects within the Technical Team whilst also supporting the wider claims team on their technical development
- Working unsupervised and showing initiative in your claims handling approach; understanding that each customer is different and what we can do for them including identifying vulnerable customers and making appropriate changes to process or communications

Our must haves
- Passionate about service
- Proven claims handling experience across multiple products including high net worth household and commercial risks, with a key focus on Escape of Water
- First class oral and written communication skills
- Ability to work independently within the claims underwriting guidelines and strictly adhere to a claims handling authority
- Solid attention to detail and confidence in dealing with internal and external customers and clients
- A sound understanding of building construction and drying techniques
- Self-motivated and dynamic with an ability to respond positively to change
- A team player that likes to work hard and have fun
- Must be adaptable to all situations with strong negotiation skills
- Ability to support and coach others

Our nice to haves:

- ACII/ACILA or progression towards this qualification (if not held it will be a requirement of the role to work towards this)
- British Disaster Management Association qualifications or equivalent or a commitment to progress towards this qualification
- Risk management knowledge is advantageous
- Good knowledge of Excel and Word

Diversity and Hybrid working

At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success.

We have also learned over the past few years that working life doesn’t always have to be in the office, and now it is safe to do so we have introduced hybrid working to encourage a healthy work life balance.

This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance. We see it as the best of both worlds; structure and sociability on one hand, and independence and flexib