Role Duties and Responsibilities:
Supporting regional claims leads with their daily supervisory duties to progress, investigate and settle all claims within the required SLAs. Reviewing problematic claims (including bad risks) and providing recommendations to regional claims leads / agents based on claim evidence and relevant policy wording. Proactively identifying fraudulent claims during reviews by scrutinising evidence and using claims agents' technical cycling experience and knowledge. Analysing claim costs (pre-settlement), ensuring accurate capturing of final settlement figures on the financial summary and claims platform. Work closely with the Head of Client Services to ensure that estimates reserved are correct and reviewed every month. Handling of insurance complaints relating to customer service and claim outcomes. Lead the underwriter claim referral process for all UK claims. Lead the weekly/monthly claims forum meeting to address key issues and problematic claims Active management of the reinsurance/recovery claims process to ensure that the Company recovers claims costs where appropriate. Working with the claims leader to implement a store and salvage network to reduce claims costs through procurement agreements and salvage optimisation (UK). Compiling weekly and monthly claims reports for the UK (including reviews on RAW partner reports). Working with the Head of Client Services + QA team, to identify quality issues and implement a claims training program to develop the skills of the claims team.
Role Experience and Qualifications:
At least 7 years of insurance, claims and operations management experience Relevant qualification (diploma/degree) Must be able to operate in a deadline-driven environment Be able to manage the performance and efficiency of claims agents Action and solutions-oriented approach to issues and improvement areas Strong customer service focus. Sound knowledge of claims administration procedures, insurance industry best practices, and claim metric reporting. Use insurance knowledge to set a standard across all claims and processes
