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Senior Claims Handler
Job Purpose
To manage complex insurance claims efficiently from start to finish, ensuring excellent client service, effective negotiation with insurers, and support for continuous improvement across the claims function.
Key Accountabilities
- Deliver an exceptional claims service and customer experience, ensuring client needs are met from FNOL to settlement.
- Manage and nurture relationships with clients, acting as a key liaison and maintaining clear communication throughout the claims process.
- Attend client premises when necessary to support investigations and ensure satisfactory resolution.
- Handle routine, complex, and contentious claims using deep knowledge of insurance law and policy coverage to influence outcomes.
- Proactively manage large or complex claims from cradle to grave, ensuring client needs are prioritised throughout.
- Review and challenge insurer decisions on liability, sharing insights with the wider team through case studies or training.
- Stakeholder & Insurer Engagement
- Build and maintain strong relationships with insurers, loss adjusters, and external experts to ensure efficient claim resolution.
- Represent the Howden Claims Division as an ambassador, promoting our values and proposition to clients, colleagues, and suppliers.
- Internal Collaboration & Reporting
- Collaborate with internal teams to improve the client journey and claims experience, providing feedback and recommendations.
- Report on complex claims, large losses, and emerging risks to key stakeholders and the wider business.
- Training, Mentoring & Knowledge Sharing
- Support the Head of Private Client Claims in training and mentoring team members to maintain high standards of competence.
- Develop training materials with the Risk Management Team, focusing on market trends and technical developments.
- Continuous Improvement & Governance
- Monitor and analyse claim trends, contributing to strategic discussions and improvements.
- Maintain an open 'early warning' culture to identify and address potential issues or E&Os early.
- Stay up-to-date with case law, legislation, new products, and market developments to ensure technical excellence.
- Provide mentoring and coaching to local Claims team and wider Division.
Skills and Experience
- Skilled in working with private and high net worth clients, ensuring tailored and professional service.
- Possess comprehensive knowledge of Consumer Claims, including core classes, established Case Law, GDPR, FCA/FOS regulations, and the CII's Code of Ethics.
- Well-versed in Howden's product range, policy wordings, and service standards.
- Take ownership of personal development through continuous learning, including reading, eLearning, attending courses, and pursuing professional qualifications to meet CPD requirements.
- Demonstrate a high level of technical insurance expertise, regularly assessed through in-house testing.
- Maintain strong accuracy and attention to detail in all aspects of work.
- Efficient in processing tasks swiftly while maintaining quality.
- Capable of prioritising workloads effectively to meet tight deadlines.
- Deliver outstanding client service with a focus on individual needs and expectations.
- Adapt communication style to suit each client's level of understanding, considering any vulnerabilities or special requirements.
- Proficient in negotiation and broking, with a track record of successful outcomes.
- Able to influence and persuade stakeholders confidently.
- Excel at troubleshooting and resolving complex issues.
- Confident in presenting information and recommendations clearly and professionally to clients.
- Communicate effectively both orally and in writing.
- Skilled in gathering and analysing client information to inform decisions.
- Understand key principles of Corporate Governance, financial awareness, and business operations.
