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Claims Handlers Vacancies

Claims Handler Job Description

Job Title: Case Manager

Reports to: Team Leader

Accountable to: Claims & Operations Manager


Main Purpose of the Role

To manage your own case load of new and progressing property claims efficiently and proactively in line with client specific requirements and service level agreements.

Main Duties and Responsibilities

  • Manage own case load ensuring service level agreements are met in respect of:


  1. Reports
  2. Records of Communication
  3. Questions from Insured/Insurer
  4. Incoming correspondence
  5. Incoming telephone calls & call-backs
  6. Complaints
  • Answer incoming telephone calls promptly and deal with all incoming electronic instructions within required service levels
  • Process & interpret information relating to the incident and input accurately onto our bespoke IT system.
  • Answer and resolve any legal/insurance related technical questions from clients.
  • Monitor progress of new and existing claims and proactively manage
  • Expeditiously deal/save documentation and correspondence
  • Record instructions, communications and documentation relating to the claim onto our bespoke IT system in order to retain a full audit trail
  • Communicating with customers, clients, insurers over the telephone, via email and in writing
  • Monitoring progress of claims to strict deadlines
  • Ensuring that the customer is treated fairly and receives excellent service in accordance with industry and company guidelines
  • Taking responsibility for productivity
  • Adhering to legal requirements, industry regulations and customer quality standards set by the company
  • Assist other case management teams where necessary.
  • Assist our First Response team in adding new instructions to our bespoke IT system and contact customers to make appointments where necessary.
  • To assess claims against information received in order to ascertain liability and make decisions regarding settling / declining claims within our delegated authority limit.
  • Management of third-party suppliers, such as Building Networks, Drying/Restoration suppliers and flooring suppliers, driving claims to settlement
  • Work collaboratively with Team Leaders and seniors to ensure and enhance service delivery
  • Adhering to customer quality standards and service level agreements
  • Auditing surveyor reports
  • Reviewing and updating building repair schedules using our in-house schedule of rates
  • Ensure that any action points arising from audits and reviews are completed promptly
  • Ensure that you understand and agree to and comply with company policies
  • Demonstrate information security positive behaviour


  • To identify ways of continued improvement
  • Ensure effective communication including the dissemination of information accurately and timely to support effective team working


  • Act at all times as an ambassador for the organisation and maintain positive and effective communication both internally and externally in representing the service offered by the organisation
  • Produce clear, legible and consistent written documentation


  • Ensure that personal actions and conduct comply with the organisations policies and procedures
  • Take responsibility for identifying own personal development and education needs ensuring needs identified for development are completed and kept up to date.
  • Adopt and present a proactive approach to personal and professional development, participating in appraisals, learning opportunities and reflective practice.
  • To maintain confidentiality in all aspects of the role, as appropriate.  Disclosure to any unauthorised person is considered a disciplinary offence.
  • The post holder must act at all times in a professional and responsible manner and to have due regard to confidentiality and H&S legislation and comply with organisational policies

Health and Safety

  • To report and record all accidents and incidents in line with the organisation's procedure safeguarding the welfare and safety of all staff during working hours with regard to the Health and Safety at Work Act
  • Take reasonable care to avoid injury to yourself or to others and to co-operate with the organisation in meeting its statutory requirements

This job description does not attempt to describe all aspects of the role to be performed, but indicates the general role required of the post holder.  It is open to review and as a result alterations and additions may be made.  Individuals may be asked to carry out other duties commensurate with the role.


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