Insurance Claims Administrator

Job Description: Claims Handler

Responsibilities

• Receiving incoming calls, carrying out DPA checks and providing information to clients and policy holders by phone and email.
• Book diary appointments and plan works in assigned designated postcode areas
• Various administrative duties including the preparation of reports and estimates from a variety of clients and pricing schedules.
• Receipt and logging of new claims and other private job enquiries.
• Appointing subcontractor services and the coordination of these services from arranging quotes to receiving authorisation and processing of invoices for said services.
• Adhering to client set SLAs in relation to key events in the claim life cycle
• Ensure monthly invoice targets are worked towards
• For complaint issues, formally acknowledge complaints to client or customer. Deal with root cause issues and initiate corrective steps to improve efficiencies or identify training requirements. Liaise with Manager or Director concerning high level complaints.
• Overflow assistance for other teams / departments
• Necessity to work overtime during busy/surge times which will be managed by the Office Supervisor and / or Manager.
• To undertake other duties not specifically stated above, which from time to time are necessary for the effective performance of the company.

The above statements are intended to describe the general nature and level of work being performed by the incumbent of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of this position.

Knowledge, Skills and Abilities

• Good PC skills and report writing ability
• Knowledge of the insurance industry/ Disaster Restoration Industry (preferred but not essential).
• Knowledge of SLAs and pricing schedules
• Excellent organisation skills and the ability to prioritise
• Confident with good interpersonal skills
• Problem solving and decision making skills
• Able to work well under pressurised situations and to deadlines
• Flexible and able to provide cover and work overtime during busy periods
• Attention to detail
• Team working ethos
• Good communication Skills
• Geographical knowledge/ route planning

Personal Attributes

Some elements of the role may require strict confidentiality and professionalism. Other personal attributes required include honesty, integrity and a strong work ethic.

Working Conditions

Claims handlers work on a rota basis (8-4/9-5) in an open plan office. Each individual has their own case load and is expected to work independently in prioritising their day-to-day work. During surge and busy periods, claims handlers are requested to work overtime and flexibility is a must. The nature of the role may include working to specific deadlines and to a high level of service standards and can be expected to be pressurised at times, when dealing with customers who have undergone significant issues within their properties.