DCA Claims Handler

Job Introduction

About Woodgate & Clark

Woodgate & Clark has been providing a loss adjusting service to the UK insurance market for over 40 years and is one of the UK's leading loss adjusters, providing complete claims solutions to insurance providers operating in commercial, domestic, marine, and motor. We are currently just under 400 team members across the UK and since 2015, Woodgate & Clark has been part of the Van Ameyde Group, Europe's market leader in international claims management. Van Ameyde operates across more than 30 territories through 46 operating companies, with more than 1500 team members. To complement our adjusting services, we also have our own dedicated building repair network, Quadrassist, and provide specialist loss adjusting services in entertainment, events, and advertising through Spotlite Claims.

Business Context

You will be part of a highly efficient DCA team that is agile, committed to technical excellence, and continuously evolving to meet the needs of its clients new instructions and claims management. Networking with colleagues across the commercial sector, to understand new trends or changes within claims management will be key.

The Person

The DCA Claims Handler will be expected to demonstrate the following characteristics:

• Flexible and resourceful
• A strong customer centric work ethic
• Able to deal with people in a compassionate manner
• Initiative
• Entrepreneurial approach
• An enquiring mind
• Conflict resolution, being able to manage difficult situations and achieve the right outcomes
• A positive and proactive approach to solving problems
• Collaborative and able to also work independently
• Continuously learning, committed to personal and professional development

Responsibilities

The DCA Claims Handler is part of the DCA operations team who allocate, monitor, handle and authorise claims in line with our client service level agreements and delegated authority levels. The unit manages claims from FNOL through to conclusion including payment management and MI reporting.

As an experienced Claims Handler within a high performing loss adjusting business, you'll deliver a customer focused proactive claims handling to a consistently high standard, to ensure efficient use of time and contribute to an ethos of team support and achievement

Other responsibilities of the DCA Claims Handler include (though are not limited to):

• Manage claims from cradle to grave making accurate policy engagement and coverage decisions, including Scheme binder data validation
• Keep fully up to date on Client requirements, technical or legal changes, which may have a bearing on a claim, including GDPR compliance
• Maintain accurate reserves and data accuracy throughout claim life Review technical reports, quotations/invoices and updates and provide instructions as required, within approved authority level, to policyholder/broker/supplier in accordance with client requirements
• Refer all claims above authority levels and record referral action point on claim
• Escalate cases to Insurers and DCA Operations manager, where potential or reserve is over DA limit, repudiations, policy voidance and complaints in accordance with company & client requirements
• Ensure fees applied are accurate and in accordance with Client requirements
• Develop strong working relationships with clients to support changes and modifications to Client requirements
• Strive to achieve good end customer experience with excellent communication, guidance and signposting throughout the life of the claim. Ensure TCF principles are applied.
• Ensure compliance with regulatory requirements at all times and highlight any contravention to the Head of Risk and Compliance
• Uphold Woodgate & Clark Ltd Code of Business Conduct at all times.

In addition to the above, the jobholder will be required to carry out any other function or task that may reasonably be expected from them or assigned to them from time to time, within their span of knowledge and ability.

Competencies

• First class communication skills
• High level of self-motivation and accountability
• High degree of accuracy and technical application
• Business / commercial awareness
• Ability to adapt and respond appropriately to quickly to challenging situations
• Organised and efficient, with ability to prioritise and manage work loads
• Negotiation skills
• Good decision maker, even under pressure
• Highly ethical and professional standards
• Conflict resolution, being able to manage difficult situations and achieve the right outcomes
• Abel to work confidentiality on sensitive claims, when required

Personal Characteristics

• Flexible and resourceful
• Strong work ethic
• Initiative
• Entrepreneurial approach
• An enquiring mind
• Ability to work independently and as part of a team
• A positive attitude and a proactive approach to solving problems
• Team spirited and collaborative
• Continuously learning, committed to personal and professional development

Education and Experience

Essential

• Intermediate to advanced cradle to grave commercial claims experience within the sector
• Working knowledge insurance principles, policy interpretation
• Regulatory compliance

Desirable

• Experience within DCA Operations
• CII and /or CILA qualification