Technical Claims Handler

Responsibilities

• Ensuring that claims process outcomes for a defined portfolio of clients meet or exceed expectation through;
• Monitoring Key Client Outcome performance and taking appropriate action as required, to deliver pre-defined service standards
• Responsible for a high profile portfolio of clients/claims, proactively progressing client’s claims from first advice to final settlement
• Collect information and documentation and assess legal liability of claims.
• Adhering to legal deadlines
• Assessment of quantum and negotiation of settlement.
• Ensure prompt payment of claims within compliance requirements.
• Resolve complex technical queries and problems, managing client expectations throughout the claims process.
• Attendance and active involvement/involvement (may be required to chair), at Client meetings where required
• Quality checking of client / carrier communication from Claims Handlers, prior to release by WTW, as appropriate
• Ad hoc technical & service support to the Claims Handler and client
• Quality Assurance review of claims handling and / or calibration of Quality Assurance programmes – Active participation, feedback and calibration of audit process
• Understand the client’s business and their requirements (operational and other)
• Maintain awareness of accounts, market developments, claims specific changes together with an understanding of the Key Client Outcomes and Service Delivery Targets within the BU
• Contribution to a continual improvement culture
• Provide input to and reference the Willis Quality Index, as appropriate and required
• Key contact responsibility for high profile/technically complex clients requiring a strong relationship.
• Communication with Client on claims, technical advice and query management and service delivery