Commercial Motor Claims Handler

Direct Line

Location: Birmingham
Closing Date: 23 July 2021
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All applicants must be based in the UK and confirm that they are able to prove their eligibility to work in the UK.

Job Description

The role

Our Commercial Claims team in Birmingham have an exciting opportunities for Motor Claims Handlers on a full time, permanent basis. Working within a dedicated team of claims handlers and reporting into the team leader, you will play a key part in our commercial customers, claims journey

COVID-19 Update

We’re actively looking for people to join our teams and we’re committed in protecting your health and wellbeing during every step of our recruitment process. If you’re successful in securing a role with us you’ll find we’ll be doing things a little bit differently! This may mean you’ll initially join our team working from home. During this time we’ll work with you to make sure you have the tools and equipment you need and that you feel part of our amazing DLG team!

What we are looking for:

Do you have a background in handling Motor Claims and a real passion for delivering phenomenal customer service? Excellent claims handling is key to our success and this could be the opportunity for you to join one of the leading motor, home and small business insurers in the UK. Desirable skills and abilities are:

You will have to have previous motor claims experience including: investigation, negotiation and settlement

You will be customer focused and able to build strong working relationships with key stakeholders - both internally and externally

You will demonstrate a high attention to detail and the ability to gather accurate and relevant information

Strong interpersonal skills

Ability to prioritise and work to tight deadlines

You will bring knowledge of insurance principles, fraud and investigation

What you will be doing:

This is a phone based role, with responsibility for actively handling the full life-cycle of Commercial Motor claims including: the validation, negotiation, fulfilment and settlement. Other responsibilities listed below:

Handling new claim registrations – First Notification of Loss of Motor Claims / Third Party Claims

Ensuring all new claims are registered in accordance with specific Broker SLA's (24/48 hours)

Capturing accurate and meaningful data to allow for the investigation, validation, repudiation and/or settlement of claims

Instructing relevant suppliers/investigators at the outset of the claim

Validating policy cover - ensuring clauses, warranties and endorsements are all considered. In some cases declining based on policy terms and conditions or where the identification of any potential elements of Fraud occur under the Motor policy

Making an accurate liability assessment and managing our customer's expectations

Responsible for activity on all relevant aspects of claims including Third Party Damage, Policyholder Damage, Credit Hire and Theft Investigation

Maximising cost control to negotiate the optimum claim settlement, convert all possible cases to repair network at outset of claim

Dedicatedly and professionally communicate with our customers and colleagues to handle expectations and achieve the appropriate outcome

Effectively lead Broker relationships, referring to Relationship Managers where required and keeping within guidelines and constraints

Ensuring the customer experience is at the heart of what you do, adhering at all times to the principles of Treating Customers Fairly

Taking ownership of and adhering to internal and external policies, procedures and governance, relating to customers, stakeholders and colleagues

What we will give you:

We have a strong focus on developing you and your skillset and work hard to give you the tools to do so. In addition to this we also offer a generous benefits package including family and work life balance focused options such as: fully paid maternity leave and parental leave, flexible working, insurance savings for you and your family as well as a range of other optional benefits

Hours: 35 hours (Monday - Friday 9am-5pm)


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