Household Claims Handler

4 days ago

Royal Tunbridge Wells, United Kingdom The AA Full time

**Company description**:
**Job title**:Household Claims Handler - Home Insurance

**Location**:Tunbridge Wells & fully remote roles available

**Salary**:£19,000 - £25,000 dep on experience + annual bonus + excellent benefits

**Hours**:37.5 hours per week, contact centre opening hours are 8-6 Mon - Fri and 9 am - 1 pm Saturdays (shifts arranged on rotational basis)

Solution bringers. Day makers. Extra milers. We are the AA. And we keep everyone’s show on the road. There for our members wherever and whenever they need us, we’re always ready for anything. That’s why, for over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers. As a Customer Solutions Complaint Handler, you’ll join our exciting journey to fulfil our future vision. We aim to support the UK’s 17m drivers and to facilitate their driving lives through data and innovation; to succeed with this, we require a step-change in pace and thinking. Join us as we transform and deliver on this ambitious vision.

**This is the job**:
To enhance the AA’s customer service delivery as a Household Claims Handler, you will be responsible for handling a portfolio of household claims with an opportunity to specialise in a particular area of property claims. The role entails case ownership of claims that may include accidental damage, storm, flood, escape of water/burst pipes, theft, fire, and impact etc. This is a great opportunity to take ownership and responsibility for a portfolio of cases and to see each case through to completion, all whilst providing an outstanding customer experience during what can be a difficult time for the customer. Ensuring customer expectations are met and exceeded on every call, you’ll be liaising with internal and external departments, making sure all parties are kept fully informed of the situation until the work is completed.

**What will I be doing?**:

- Handling either a mixed portfolio of Household insurance claims or specialising in one or more perils
- Making sure that service level agreements (SLA’s) are met, keeping the customer updated on the progress of their claim and working to make sure claims are settled promptly and fairly
- Liaising with our supply chain involved with claims
- Ensuring any complaints or expressions of dissatisfaction are accurately recorded and managed in accordance with our complaints processes
- Accurately recording the information given to us by the customer concerning the circumstances of the claim and checking that the type of loss or damage are covered by the terms of the policy. Where part or all of the claim may not be covered, advising the customer in an appropriate and timely manner.
- Supporting cost, service and process efficiency projects across the team, as well as having the opportunity to get involved in departmental projects

**What do I need?**:

- Home/motor Insurance claims management background
- Experience in cost containment
- Experience of dealing with Escape of Water Claims preferred
- Ability to show empathy with an understanding of how to support people through their time of need

**Additional Information**:
As a valued member of our team, you’ll have access to a range of fully supported development programmes, designed to help you progress in your career with us. Whether you’re looking to grow in your current role, or learn new skills and take on greater responsibilities, we can help you build the career you’re looking for here.

We’re always looking to recognise and reward our employees for the work they do. Here are just a few of the benefits you’ll have access to, as part of our team:

- Annual bonus scheme
- Contributory pension scheme
- 25 days holiday plus bank holidays
- 50% discount on AA membership in the first year and free thereafter
- Discounts on the wider AA products and services including. car insurance, home insurance etc.
- Flexible working options
- Onsite parking

Good conduct matters at the AA. It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers.

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