Claims Handler - DSM (Trainee)

Job Overview

To efficiently and cost effectively handle; negotiate and settle claims within designated authority and agreed services standards with a focus primarily on Motor Damage claims.

Job Responsibilities

This will include:
•    Manage the First Notification of Loss to determine correct area for handling and liability in line with policy cover.  
•    Handling all Motor Damage claims from notification through to closure within agreed authority limits and service standards, in order to obtain optimum settlement for the company and customer; 
•    Handling all incoming telephone and written communication from customers / policyholders, their representatives and all other interested parties in a pro-active manner and within SLA’s;
•    Provision of excellent claims customer service to customers; their representatives; brokers; service providers and interested parties in a friendly, courteous and professional manner; ensuring a positive supportive customer experience throughout the claim process.
•    Ensuring that critical detail is captured at all stages of the claim, as comprehensively and accurately as possible, to ensure that;
o    All claims are handled appropriately; and that 
o    The data captured in respect of fraud indicators is directed to the Team Fraud Coordinator and/or Claims Investigation Team, to ensure maximum detection of fraudulent or exaggerated claims

Job Responsibilities

Dealing with all issues in terms of Policy indemnity and liability in the appropriate manner and manage each claim to a satisfactory conclusion, maximising customer satisfaction and minimising cost to FBD. Fair to the customer, fair to FBD.
•    Establish and maintain adequate claims reserves 
•    Provide technical advice to customers (claims process and what next steps are in relation to their claim); Loss Adjusters; Solicitors;
•    Ensure personal understanding of regulatory framework and compliance with regulatory standards for claims handling: 
o    Consumer Protection Code (CPC);
o    Consumer Insurance Contract Act (CICA); and 
o    Data Protection requirements.
•    The ability to work proactively to ensure that personal and team objectives and targets are met;
•    Reflect the Claims Department strategy of the customer centric approach; and
•    Undertake project work as required.
•    Actively participate in training and identifying training needs for team.

Assist in researching new digital solutions to enhance customer proposition and streamline processes.

Undertake project work as required.

Education

• Candidates will ideally be working towards the Certified Insurance Practitioner (CIP) qualification in General Insurance, or with APA Private Lines and/or Commercial Lines.

Experiences

• Effective handling of claims (including recovery claims) ensuring optimum settlement for company and customer including public liabilities.
• Claims review results (Quality, Claims Payments & Call Evaluations) within or exceeds claims service levels.
• Claims leakage within targets.
• Claims Fraud referrals within or exceeds target.
• Feedback from internal & external stakeholders.
• Accuracy and adequacy of claims reserves; and
• Effective management of service providers on individual claims: Loss Adjusters; Solicitors etc.
• Demonstrate innovation, create and support innovation culture within team, look at alternative processes or procedures which can create improved customer service or efficiencies.

Competencies

• Excellent Interpersonal; numerical and communication (written and verbal) skills
• Drive for results
• Innovation and change orientation
• Planning; co-ordination and organising
• Problem solving / decision making
• Quality: High standards in all areas
• Team Building / Team Player
• Technical skills and knowledge

MCC

This role has A CF designation and is a pay grade A

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