Complex Claims Handler

3 days ago


Croydon, United Kingdom LV= General Insurance Full time

**About the Role**:
A fantastic opportunity has arisen within LV=GI to join us as a Home Complex Claims Consultant within the GI Claims Team.

Once trained, you will be based in the Croydon office and will be able work from home most of the time, you will need to attend the office when required.

Flexible hours (35 hours per week) to be agreed between Monday-Friday 8am-6pm, part time hours considered.

You will be responsible for managing Home Complex Claims from receipt through to settlement, including, validation and negotiation, whilst providing outstanding customer service in line with LV= claims philosophy and group strategy.

**About You**

To be successful for the role you will have knowledge of Home Complex Claims and other teams within the business unit such as recoveries, complaints and property liability. You will need to demonstrate competent letter writing with the ability to produce a letter that is clear, precise and grammatically correct.

You will have a working knowledge of Recovery process, Subsidence claims and Escape of Oil claims

You will be able to demonstrate technical understanding of claims processes and industry working practice.

You will be self-motivated to achieve own targets and deadlines and use initiative when required

Experience in liaising with the Financial Ombudsman Service and an understanding of their arbitration processes

**The Details**

To be responsible for the day to day managing of Home Complex Claims, whilst delivering outstanding customer service, within agreed service levels.

To manage household claims though to conclusion up to a value of £150k

Effectively negotiate settlement of claims within own handling authority

Provide the earliest resolution of validated claims to support control of claim spend by proactively progressing them at each stage of the claims process.

Demonstrate a proactive approach to customer needs at all times

Follow agreed procedures in referring files to underwriters, identifying policies that require a review before offering renewal

Able to identify recovery potential on home claims

To identify any potential leakage.

To act as a complex referral point for less experienced staff, sharing and documenting best practices.

Attend surgeries and workshops

Hold in-touches for new starters and other business areas

To be able to build and maintain excellent relationships with both internal and external parties pro-actively challenging and managing their performance to achieve satisfactory settlement of customers claims

To identify invalid claims, suspected fraud and potential recovery opportunities and deal with in an appropriate manner and/or ensure that they are referred to the appropriate person/department.

Liaise with underwriters to discuss possible voidances, changes to policy wording and non-disclosure issues

To be responsible for recording and resolving customer complaints in a timely and effective manner, adhering to TCF and FCA regulatory requirements.

**Why Work for Us?**:
These are incredibly exciting times here at LV= General Insurance (GI). We are already one of the largest personal lines’ insurers in the UK and form part of Allianz, a world-leading financial services company. This means things are changing - quickly - and for the better.

We have ambitious plans that will bring opportunities for all of our people. In addition, we are changing gear, working with a new energy that will see us transform our company, industry and beyond.

We have a vision to become Britain's Best loved, and a sense of purpose to help our customers look after what they love. We are passionate and proud about what we do. We will always do the right thing to inspire trust in our people and our customers.

**Rewards**:
This role is an Associate Cluster in the LV= Structure. To find out more about our bands, click to view our FAQ page here. We want you to love what you do that’s why we’ve put together a benefits package that recognises and rewards a job well done.

We’ll give you:
Flexible working opportunities - many of our employees job share or work part-time, flexi-time, or compressed hours. Our new hybrid working model now offers all employees the option to work from home 3 days a week and 2 days in the office.

26 days' holiday - which increases after two years’ service to 28 days

A competitive pension for which LV= will pay twice the amount you pay, up to 14% (please click here to read more about it)

An annual bonus scheme based on company and personal performance

A flexible benefits package (e.g. discounted retail vouchers, great value dental insurance)

Gympass

A generous 25% discount off our general insurance products including home, pet and travel as well as up to 50% discount on your car insurance.

To find out more about our benefits and rewards, please click here.

Here at LV= we always love to hear from great people, so don’t forget to follow us on Instagram, Twitter, LinkedIn and become a fan on Facebook.


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