To add value by proactively managing liability claims for both injury (predominantly) and damage to T/P property, including investigation, negotiation and settlement, as licensed and in compliance with prevailing client requirements and service standards. To support and develop relationship with insurer, corporate and broker clients and their policyholders.
Duties & Responsibilities:
* To handle liability claims in own right, within the scope of authority given. Obtain high quality evidence by desk top investigation, utilising the field force as appropriate, so as to be able to properly conclude liability, indemnity and quantum issues as appropriate in compliance with prevailing client requirements.
* Instruct the internal field force to investigate claims as appropriate, chasing as required to ensure that reports are received in compliance with prevailing service standards.
* Ensure compliance with MoJ protocols.
* The proper escalation of claims or issues either outside license or as required by company procedures.
* To fully, accurately and properly utilise and complete IT claims management systems.
* Regularly assess and accurately maintain reserves throughout the life of the claim.
* Ensure that financial data is kept accurately up to-to-date for payments made outside the software system (foreign transfers and drafts including charges).
* Ensure that quantum is properly assessed with appropriate reference to supporting material.
* Negotiate settlement of damages and costs on the best available terms, within the scope of the agreed licence / authority.
* Action all correspondence in accordance with agreed service levels.
* Communicate effectively and proactively with all relevant parties by the most effective and expeditious means, prioritising the use of telephone contact, ensuring that claims are proactively managed.
* Ensure that the client and other interested parties are appropriately updated of developments throughout the lifecycle of the claim.
* Manage workloads and diary systems so as to ensure a high level of compliance with prevailing service standards.
* Support the Division in meeting prevailing revenue and productivity targets.
* To ensure that any client queries are responded to promptly and professionally, escalating any issues/queries as appropriate.
* Ensure that files called for audit (internal or external) are reviewed and supplied in a timely manner, ensuring they have been reviewed, are complete, legible and accurate from a process and technical perspective.
* To maintain a high degree of knowledge and competence in respect of technical issues pertinent to liability claims, including Case Law and changes to the CPR.
* Actioning of any complaints in accordance company procedures.
* To support the production of client specific MI as appropriate.
* To participate positively and constructively as a team member, sharing knowledge and providing feedback and suggestions.
* Seek to identify innovative solutions to all claim issues and minimise elapsed time of claim lifecycles.
* To promote and support the principle of Treating Customers Fairly (TCF).
* To participate in client liaison/account management and training as required.
Key Tasks:
* Review and action O/S Diary Tasks & related work tiles (Own / Division).
* Deal with incoming enquiries from Clients, Brokers and the like.
* Manage own email.
* Manage own caseload to ensure high level of service delivery and MoJ compliance is maintained.
* Act upon instructions from Clients, Management and Adjusters as requested.
* Investigate and settle claims in accordance with prevailing legal framework, policy terms and client requirements.
Key Skills & Knowledge:
* Minimum 3 years’ experience handling liability claims (EL/PL, Third Party Property Damage) from an Insurance or Adjusting Environment.
* Sound understanding of legal principles / process and policy coverage.
* Excellent communicator with sound case management and negotiation skills.
* Ability to work both as part of a team and under own initiative.
* Ability to work accurately under pressure, adhering to strict deadlines and service standards.
* High degree of IT literacy.
* Ability to maintain a flexible approach at all times.
* Cert CII / Cert CILA or above preferred.
Salary & Benefits:
* up to £35,000 per annum
* annual bonus
* free parking
* pension
* flexible benefits
Hybrid working, 9.00am - 5.00pm Monday to Friday