Job Description
Company description: FBD Holdings PLC Job description: Job Overview To efficiently and cost effectively handle; negotiate and settle claims within designated authority and agreed services standards. Job Responsibilities This will include: Manage the First Notification of Loss to determine correct area for handling and liability in line with policy cover. Allocating claims that fall into the category of Delegated Authority claims to panel loss adjusters; Handling all Property Damage claims (Home; Farm and Commercial) and Property Public Liability 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 SLAs; 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 Education Qualified to Certified Insurance Practitioner (CIP), Approved Product Advisor (APA Personal & Commercial Insurance) Experiences Effective handling of claims (including recovery claims) ensuring optimum settlement for company and customer including public labilities; Claims review results (Quality, Claims Payments & Call Evaluations) within or exceeds claims service levels; Claims leakage within or exceeds target; 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 Footer This role is being offered on a permanent basis. FBD is an inclusive Equal Opportunity employer that considers applicants irrespective of their age, gender, ethnicity, culture, religion, language, sexual orientation, ability, disability and social circumstances. We offer: Hybrid Working Skills: Claims Property Insurance Benefits: Work From Home Bonus Paid Holidays Parking Pension