Claims Handler

**Job Overview**

Acumen Claims Ltd is seeking a highly skilled and experienced Personal Lines Claims Handler to join our property claims handling operations. This role requires a seasoned property claims specialist with extensive handling experience.

As an Acumen Claims Handler, you will oversee the management of a portfolio of property claims, ensuring policy coverage, claim circumstances, and quantum validation are accurately assessed. Additionally, you will provide exceptional customer service as part of our award-winning claims team.

This is an excellent opportunity for a technically proficient handler who thrives in a challenging and fast-paced claims environment, ensuring operational excellence and best practices in property claims handling.

**Key Responsibilities**:

- Claims Management: Handle personal lines insurance claims from notification to settlement, ensuring a smooth and efficient process for the customer.
- Customer Service: Provide excellent customer support, keeping claimants informed, managing expectations, and offering guidance throughout the claims process.
- Investigation & Assessment: Assess policy coverage, gather necessary documentation, and investigate claims to determine liability and settlement amounts.
- Liaison with Stakeholders: Communicate with policyholders, insurers, loss adjusters, repairers, and other third parties to facilitate claim resolution.
- Decision-Making: Evaluate claims fairly and make informed decisions based on policy wording, evidence, and regulatory guidelines.
- Regulatory Compliance: Ensure claims handling adheres to FCA regulations, company policies, and industry best practices.
- Fraud Prevention: Identify potential fraudulent claims and escalate cases for further investigation when necessary.
- Record-Keeping & Documentation: Maintain accurate and up-to-date records of claims, conversations, and decisions for audit and reporting purposes.
- Process Improvement: Contribute to the development of claims-handling processes and suggest improvements to enhance efficiency and customer experience.

**Knowledge, Skills and Experience**

**Knowledge**:

- Solid understanding of personal lines property insurance, including home and landlord policies.
- Knowledge of policy wordings, exclusions, and endorsements relevant to property claims.
- Understanding of claims-handling processes, including liability assessment and settlement negotiations.
- Awareness of FCA regulations, Treating Customers Fairly (TCF), and industry compliance requirements.
- Familiarity with fraud detection techniques and referral procedures.
- Understanding of building repairs, restoration processes, and supplier management in property claims.

**Skills**:

- Strong communication skills, with the ability to explain claims decisions clearly and empathetically to policyholders.
- Effective negotiation skills to achieve fair claim settlements while managing costs.
- Good analytical and problem-solving abilities to assess claim validity and determine appropriate settlements.
- Organisational skills to manage a caseload efficiently and meet service level agreements.
- Attention to detail to ensure accurate claim assessments and record-keeping.
- An ability to prioritise effectively and adapt plans, accordingly, consistently producing high quality work even when meeting tight timescales.
- Ability to handle complaints and escalations professionally and in line with company procedures.

**Experience**:

- Previous experience in a personal lines property claims-handling role.
- Experience in managing claims from first notification of loss (FNOL) through to settlement.
- Exposure to working with surveyors, loss adjusters and contractors to facilitate property repairs.
- Experience in identifying and escalating potentially fraudulent claims.
- Background in working within a regulated environment, ensuring compliance with FCA and industry guidelines.
- Some experience in handling complex claims or assisting with technical referrals.

**Preferred**:

- Preferred: Cert CII or Cert CILA or beyond.

**Additional Information**:
This role is offered on a working from home basis. The role offers a competitive salary, professional development opportunities, and the chance to work in a dynamic and technically challenging environment.

**Job Types**: Full-time, Permanent

Pay: £27,000.00-£35,000.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking
- Referral programme

Work Location: Hybrid remote in Birmingham

Reference ID: Claims Handler