Large Loss (Fire And Flood)

Job Title: Large Loss (Fire and Flood)

Locations: Newcastle, Scotland, South Coast, Southwest Coast of England

Employment Type: Full-time, Monday to Friday

Responsibilities: The Large Loss Claims Handlers will be responsible for managing a portfolio of Large Loss claims resulting from incidents such as fire, flood, or escape of water. Key responsibilities include:

On-site Assessments: Conducting assessments at policyholders' homes 2 to 3 times a week to evaluate contents damage, document losses, determine claim settlement values for contents items, and negotiate settlements.

Alternative Accommodation: Arranging and coordinating alternative accommodation for policyholders, as necessary.

Claims Cost Management: Controlling and managing claims spend, ensuring authorized payments are made according to policy terms and conditions.

Communication and Negotiation: Effectively communicating with policyholders and Loss Assessors to negotiate claims settlements and address any concerns or questions.

Documentation and Reporting: Maintaining accurate and organized claim files, recording all documents, photographs, and communications in chronological order for auditing purposes, complaint analysis, and client review. Producing Large Loss reports and submitting them to the Claims SMT within agreed timeframes.

Financial Management: Collaborating with the Building Surveyor Team to manage claim reserves, payments, and ensure accurate Total Incurred values are maintained throughout the claims process.

Customer Support: Assisting the Customer Relations Team with complaints, particularly those involving the Financial Ombudsman Service (FOS).

Diary Management: Managing personal schedule, including arranging customer appointments for site visits and coordinating hotel accommodation, if required and approved.

Required Skills:

Excellent spoken and written communication skills

Attention to detail and accuracy

Tact and assertiveness when dealing with distressed or angry customers

Ability to work well under pressure and meet deadlines

PC literacy and strong administrative skills

Ability to take ownership and responsibility as needed

Excellent organizational skills

Customer service orientation

Driven and enthusiastic, consistently meeting or exceeding targets

Empathy and understanding

Confident and professional attitude

Excellent negotiation skills

Commercial awareness

Active and energetic approach to work

Problem-solving skills and ability to drive effective solutions

Experience and Knowledge: Minimum:

At least 5 years of previous experience in an insurance claims-related handling role

High-level understanding of insurance/indemnity policies and legal structures

Ideally:

Proven capability in claims negotiation with policyholders and Loss Assessors

Qualifications: Minimum:

Full and clean driving license

'A' level or equivalent qualifications in Maths and English, or demonstrable ability in numeracy skills and written English

Ideally:

Role-applicable qualifications in insurance

Relevant experience in a similar role

Salary: Up to £30,000 - £40,000 per annum (depending on experience), plus a car allowance of £4,800 per annum.