Location – Wexford head office 3 days per week, 2 days from home. (Hybrid)
Scope/Purpose
Working in collaboration with the Claims Leadership team will be key to the success of this role.
This role involves supporting your team and management in achieving the strategic objectives of the business by ensuring the delivery of your own performance objectives. Your role specifically is to deliver a positive customer experience through high-quality, compliant, and efficient claims handling. The Claims Handler role will primarily manage motor (non-injury) or non-motor property damage claims, depending on the portfolio.
Key Responsibilities
1. Provide information to customers in a professional and timely manner regarding their eligibility, cover/benefits, and terms and conditions. Advise them on the claims process and regularly and compliantly update them on the progress of their claim.
2. Ensure that information provided to customers and third parties is correct, clear, complete, and up to date by consulting relevant data sources.
3. Support a “can do culture” where customer priorities drive actions.
4. Be flexible to the needs of the company by prioritising workflow appropriately and effectively.
5. Process incoming correspondence and documentation efficiently within service level agreements and relevant regulations.
6. Proactively review claims to determine necessary actions and follow up with relevant parties.
7. Investigate claims thoroughly and efficiently to identify relevant and complete information, prioritizing telephone contact.
8. Work with customers and service providers to progress claims towards settlement according to departmental procedures.
9. Collaborate with service providers to ensure fair and efficient investigation of liability and damages, and agree on appropriate repairs, replacements, or reimbursements.
10. Reserve accurately by estimating realistic ultimate costs for potential liabilities within reserving authority, documenting rationale clearly.
11. Review claims within agreed timeframes, ensuring accuracy and thoroughness, complying with CPC.
12. Engage with Peer-to-peer and CPC quality programmes.
13. Manage workflow efficiently using the diary system.
14. Refer SIU claims as appropriate and in line with CPM guidance.
15. Pay particular attention to vulnerable customers, handling complaints, and data protection guidelines within the Claims Procedures Manual.
16. Support FNOL process and audit preparation when required.
17. Follow all relevant procedures and guidelines outlined in the Claims Procedures Manual.
18. Adhere to all company policies and procedures.
This role is a 'controlled function' as defined by the Central Bank. Appointment is conditional on meeting the Fitness and Probity standards as assessed by the company.
Note that responsibilities may evolve based on business demands or reorganisations.
Education and Work Experience
* APA qualified or grandfathered in the relevant specified function as per MCC requirements.
* Aptitude for learning and successful exam completion, with the ability to progress to CIP qualification easily.
* Two years’ experience handling similar claims in an insurer or MGA.
Knowledge & Skills
* Thorough knowledge of the Consumer Protection Code and Minimum Competency standards.
* Understanding of General Insurance Broker and Provider/Promoter processes and business models.
* Knowledge of relevant policy wording, limits, terms, and conditions.
* Understanding of applicable legal frameworks and legislation.
* Excellent investigation skills.
* Ability to articulate complex information clearly and accurately.
* Effective listening skills, understanding client queries, and demonstrating empathy.
* Excellent written communication skills.
* Approachable team player, supportive of colleagues, promoting team spirit.
* Highly organized with excellent time management skills.
* Empathic, patient, and understanding.
* Professional and confident telephone manner.
* Excellent IT skills with adaptability to new systems and changes.
Your Approach
* Act honestly, fairly, and professionally, prioritizing customer interests and market integrity.
* Exercise due skill, care, and diligence for customers’ benefit.
* Demonstrate our values: Trust, Agility, Service.
* Be approachable, friendly, and easy to deal with.
* Build and maintain strong relationships with customers and third parties.
* Commit to continuous improvement and innovation.
* Work compliantly within a regulated environment.
* Show high empathy and understanding for customers.
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