Household Claims Handler

1 week ago

Royal Tunbridge Wells, United Kingdom The AA Full time

**This is the job**:
**Location**:Tunbridge Wells hybrid worker x2 days per week in the office x3 days working from home

**Salary**: up to £26k depending on experience

**Contract**: Permanent

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

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 Escape Of Water 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.

LI#Hybrid

**What will I be doing?**:

- Handling either a mixed portfolio of Household insurance claims or specialising in one or more perils
- 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/motor Insurance claims management background
- Ideally you will be able to demonstrate previous experience dealing with escape of water claims
- Experience in cost containment
- Ability to show empathy with an understanding of how to support people through their time of need

**Here's what we offer you**:

- The opportunity to join and learn within a team that’s as driven as they are supportive
- 25 days annual leave
- Free breakdown membership from day 1 of employment
- Free tea/coffee/hot chocolate all day every day
- Free breakfast every Tuesday
- Free access to a GP service 24/7
- Free onsite parking the train station is only a 10 minute walk from the office
- Employee discount scheme that gives you access to great discounts on healthcare, shopping, holidays and more
- Discounts on AA products including car and home insurance
- Access to employee inclusivity awareness networks
- Dedicated Employee Assistance Programme to support with mental health
- Worksave pension scheme with up to 7% employer contribution

Plus, so much more

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