Home Claims Technical Specialist

1 month ago


Birmingham, United Kingdom LV= General Insurance Full time

We are seeking someone who is keen to pursue their career with us at LV. The role can offer flexibility, including hybrid working, so we’d love to talk to you about how we can make the role work for you, as well as us.

We’re at the start of an exciting time in Technical home claims and whilst there are challenges ahead, you’ll be joining a team who genuinely put our people first, deliver what matters to customers in a technically excellent way.

**Role Purpose**:
**Key Accountabilities**

Provide technical support to the Home Claims teams acting as a referral point in the evaluation of appropriate, cost effective, repair options.

In conjunction with Subsidence & Buildings Technical Expert & Supplier Relationship Manager monitor supplier performance to identify trends and areas of improvement or financial benefit, including undertaking regular supplier audits, including formal business assurance audits, identifying any leakage, trends, regulatory issues

Identify technical knowledge gaps through monitoring staff performance, then write and deliver bespoke training requirements

Monitor industry best practice, innovation and other external factors that may impact on how LV deals with claims, to identify areas of opportunity along with cost implications of any changes to help inform Claims and Pricing of Claims inflation

To undertake activities/projects as delegated by the Head of Home Technical claims, where required

Represent LV= on VIP claim visits, industry forums and initiatives

**Knowledge, skills, qualifications and experience**:
You’ll be a Home claims expert with a background of working in the claim repair & restoration of domestic properties due to damage caused by subsidence, fire or water damage. Your expertise may be aligned with either subsidence claims, disaster restoration for fire and water damage or surveying expertise, or a combination of all types of claims. Your role in LV= will be aligned with your specific area of expertise.

**Subsidence specific expertise**:
Ideally, but not essential, to be incorporated or associate member level of one or more of the following professional institutions: Chartered Association of Building Engineers - CABE, Chartered Institute of Building - CIOB, Royal Institution of Chartered Surveyors - RICS, Institution of Civil Engineers - ICE, Institution of Structural Engineers - IStructE.

In depth experience of handling subsidence claims; in-depth knowledge of home insurance policy cover, including awareness of policy wordings, exclusions and how variances are applied

Ability to evaluate subsidence site investigation, soil mechanics & monitoring data to assess causation of damage; appropriate investigation required along with mitigation and repair solutions utilised to stabilise a property, including piled raft schemes, mass concrete underpinning and piling techniques.

Knowledge of current data and technologies used in subsidence investigation and repair including Knowledge of the BRE Categorisation.

**Fire and Water damage specific expertise**:
Ideally, but not essential, to be a qualified member of a professional organisation, such as BDMA (British Damage Management Association); or a building surveyor with on-site exposure to and experience of managing the repair and restoration of fire and water damage buildings and contents.

In-depth knowledge of best practice in the restoration of domestic properties following fire, water or flood damage, such as BS12999; damage management code of practice /PAS 64

Knowledge of current technologies used in restoration, drying and repair of fire or water damaged properties, to include:
Fire and water damage limitation, cleaning and restoration, odour control, microbiology surveying after black water contamination, moisture measuring and the drying buildings and contents

Fire, smoke and soot control and mitigation of secondary damage

Appropriate measures to identify and respond to the risk of asbestos

**General expertise and skills**:
Ability to review a scope of works and tender analysis to identify insured and uninsured works.

Ability to identify & address any supplier performance issues, including analysis of supplier MI to identify areas of improvement. Able to co-ordinate & participate in supplier audits in conjunction with the claims audit team & provide feedback on trends and issues observed. Ability to engage with senior management at suppliers and act quickly to resolve problems and issues

Strong customer empathy; able to identify vulnerable customers and adapt the claim response to support their needs

Ability to learn new skills and continuous improvement methodologies

Assertive, positive ‘can do’ approach

Ability to deliver technical related training

Good numerical skills and be able to think both strategically & tactically

Ability to travel to group and branch sites & customer homes, when required

Good communication, presentation & relationship building skills (internal & external)



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