Household Claims Handler

5 months ago

Royal Tunbridge Wells, United Kingdom The AA Full time

**This is the job**:
**Location**:Tunbridge Wells Hybrid worker x2 per week in office

**Salary**: up to £26k D.O.E. plus up to 10% annual bonus

**Hours**: 37.5 hours per week, contact centre opening hours are 8-6 Monday - Friday

**Employment Type**:Permanent

Thought The AA only provide roadside assistance? Think again.

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 from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as a Household Claims Handler, you’ll play a key part to our success and join us on this exciting motoring journey.

LI-THEAA #LI-Hybrid

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 Escape Of Water
- 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 insurance claims management background
- Experience in Escape Of Water Claims desired
- Ability to show empathy with an understanding of how to support people through their time of need

**What’s in it for you?**

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

- Free AA breakdown membership from day 1, 50% discount for family and friends in the first year plus discounts on other AA products
- 25 days annual leave plus bank holidays + the option to buy additional annual leave
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
- Pension scheme available up to 7% contribution
- Access to the EV discount scheme

Plus, so much more

As part of the onboarding process, we complete several pre-employment checks including work reference, credit, and criminal record checks.

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