Senior Claims Handler

3 months ago


Nottingham, United Kingdom Acumen Claims Ltd Full time

**Job Mission**

To provide our clients with the highest standards of customer service whilst handling a portfolio of large loss domestic and commercial claims from FNOL to invoicing. To ensure compliance with all company policies and procedures and Health and Safety legislation. Ensure compliant usage of IT (Prospect) system. Promote company ethos/culture.

**KEY ACTIVITIES AND ACCOUNTABILITIES**

**Main Job Responsibilities / Functions**:
1. Create new claims received on our claims management system, make initial contact calls to policyholders and to ascertain all relevant information that we require to make sure our repair partner contractor’s surveyors or project managers survey all the damage that the policyholder informed us of on our initial contact call.

2. To project manage the large loss claims ensuring the differing elements relating to Buildings and Contents are handled seamlessly, ensuring the key claim stakeholders are updated.

3. Create the initial file information on computer for new instructions, distributing and updating as required throughout the claim lifecycle.

5. Provide management information and reporting for clients and the company on a claim-by-claim basis. Proactively hold case conference calls with all key parties on a regular basis.

6. Log complaints, manage and monitor resolution following client processes.

7. Book appointments between company personnel and clients/building occupants/contractors, e.g. book survey appointments.

8. Obtain in a timely manner authorizations, mandates, excess payments, material selections, skip permits, etc. for their work packages.

9. Arrange agreed start dates and finish dates within SLA or dates and times to suit the policyholder.

10. Work programme (liaise with our repair partner contractors to make sure we are fully aware of when trades are going to be on and off site and keep the policyholders updated throughout the lifecycle of claim).

11. Ensure purchase orders are raised and match the current approved scope of works.

12. Answer phones and other tasks as requested by company management

14. Resolve issues quickly and adeptly preventing them from evolving into formal complaints.

**Qualifications / Experience Requirements**

Cert CII/Cert CILA or similar insurance certification

Project Management experience

Excel/Word

Experience of handling MD & BI insurance claims from 100k
- 500k

**KEY INTERFACES**
- Claim handling team
- Claims Validators
- Policyholders/customers
- Insurance companies
- Operations Director
- Insurance supply chain
- Builders/Building Network
- Loss Adjusters

**SKILLS AND COMPETENCIES**
- Resilience
- Planning and organisation
- Flexibility
- Integrity
- Specialist Knowledge CII/BDMA
- Business Focus
- Communication

**HOW IS PERFORMANCE MEASURED?**
- Key Performance Indicators - Report quality/SLA adherence
- Working to client service level agreements
- Complaints & NCRs - numbers/type/trend/ratio
- Customer Satisfaction returns
- Personal appraisal and objectives, regular 1-1’s

**Salary**: £20,000.00-£25,000.00 per year

**Benefits**:

- Company pension
- Free parking
- Life insurance
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Application question(s):

- Do you have experience of handling MD & BI insurance claims from £100k
- 500k?

Work Location: In person

Reference ID: Senior Claims Handler - Large Losses



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