Job Description

To apply for this role you MUST have experience as a property claims handler handling domestic claims . If you do not have this experience please do not apply.

Job Overview

Acumen Claims Ltd is seeking a highly skilled and experienced Personal Lines Claims Handler to join our property claims handling operations. This role requires a seasoned property claims specialist with extensive handling experience.

As an Acumen Claims Handler, you will oversee the management of a portfolio of property claims, ensuring policy coverage, claim circumstances, and quantum validation are accurately assessed. Additionally, you will provide exceptional customer service as part of our award-winning claims team.

This is an excellent opportunity for a technically proficient handler who thrives in a challenging and fast-paced claims environment, ensuring operational excellence and best practices in property claims handling.

Key Responsibilities:

Claims Management: Handle personal lines insurance claims from notification to settlement, ensuring a smooth and efficient process for the customer.

Customer Service: Provide excellent customer support, keeping claimants informed, managing expectations, and offering guidance throughout the claims process.

Investigation & Assessment: Assess policy coverage, gather necessary documentation, and investigate claims to determine liability and settlement amounts.

Liaison with Stakeholders: Communicate with policyholders, insurers, loss adjusters, repairers, and other third parties to facilitate claim resolution.

Decision-Making: Evaluate claims fairly and make informed decisions based on policy wording, evidence, and regulatory guidelines.

Regulatory Compliance: Ensure claims handling adheres to FCA regulations, company policies, and industry best practices.

Fraud Prevention: Identify potential fraudulent claims and escalate cases for further investigation when necessary.

Record-Keeping & Documentation: Maintain accurate and up-to-date records of claims, conversations, and decisions for audit and reporting purposes.

Process Improvement: Contribute to the development of claims-handling processes and suggest improvements to enhance efficiency and customer experience.

Knowledge, Skills and Experience

Knowledge:

Solid understanding of personal lines property insurance, including home and landlord policies.

Knowledge of policy wordings, exclusions, and endorsements relevant to property claims.

Understanding of claims-handling processes, including liability assessment and settlement negotiations.

Awareness of FCA regulations, Treating Customers Fairly (TCF), and industry compliance requirements.

Familiarity with fraud detection techniques and referral procedures.

Understanding of building repairs, restoration processes, and supplier management in property claims.

Skills:

Strong communication skills, with the ability to explain claims decisions clearly and empathetically to policyholders.

Effective negotiation skills to achieve fair claim settlements while managing costs.

Good analytical and problem-solving abilities to assess claim validity and determine appropriate settlements.

Organisational skills to manage a caseload efficiently and meet service level agreements.

Attention to detail to ensure accurate claim assessments and record-keeping.

An ability to prioritise effectively and adapt plans, accordingly, consistently producing high quality work even when meeting tight timescales.
Ability to handle complaints and escalations professionally and in line with company procedures.

IT proficiency, including experience using claims management systems and Microsoft Office applications.

Experience:

Previous experience in a personal lines property claims-handling role.

Experience in managing claims from first notification of loss (FNOL) through to settlement.

Exposure to working with surveyors, loss adjusters and contractors to facilitate property repairs.

Experience in identifying and escalating potentially fraudulent claims.

Background in working within a regulated environment, ensuring compliance with FCA and industry guidelines.

Some experience in handling complex claims or assisting with technical referrals.

Preferred:

Preferred: Cert CII or Cert CILA or beyond.

Additional Information:

This role is offered on a working from home basis. The role offers a competitive salary, professional development opportunities, and the chance to work in a dynamic and technically challenging environment.

Job Types: Full-time, Permanent

Pay: 27,000.00-35,000.00 per year

Benefits:

Company events Company pension On-site parking Referral programme
Application question(s):

Do you have at least two years' experience of property claims handling experience? If not please do not apply.
Work Location: Hybrid remote in Nottingham NG15 0DT

Reference ID: Claims Handler