Claims Handler

Objectives

Settling claims as quickly and on the best terms possible by :-:

• Negotiation of those claims through to closure to obtain optimum settlement in accordance with individual KPIs, IASA requirements and statutory limits.
• Manages inbound and outbound telephone calls from policyholders and third party's to assist in swift closure of claims and to reduce any unnecessary costs of the claim
• On receipt of a new Claim contact policyholders where necessary to obtain any further information to assist liability decision.
• Pro-active "capture" of claimants to provide hire / LOU / PI settlement where appropriate
• Handles own portfolio of claims using "chase"/diary system to ensure claims are closed at the earliest possible time and in cost effective way.
• Effective use of outside agents where appropriate to assist in obtaining optimum settlement of claim.
• Ensures that reserves and other recordable information on the claims system are accurate and up to date at all times in accordance with the IASA.
• Recognise complaints in line our clients procedures

Critical Success Factors

• Good communication skills both written and oral.
• Ability to "take ownership" of possible problem issues which may occur during the lifetime of a claim
• Ability to prioritise so as to be able to work under pressure and with minimal supervision and referrals.
• Good Knowledge of liability issues allowing decisions to be made which are accurate and sustainable.
• Conversant with CPR / MOJ Portal and how the rules impact on the claims handling process
• Conversant with the RTA in particular sections 140/155 and how these apply to the claims process.
• Good knowledge of all our clients's policy documents (and any differences between the various classes of business) and the Company's strategy and procedures relating to them.
• Thoroughly conversant with the company's procedures in particular to their reserving and closure policy as per the IASA
• Ability to deal with personal Injury claims (including accurate valuation) through to a satisfactory conclusion with minimal supervision.
• Uses experience and all available tools to spot potentially fraudulent claims. Plan and undertake all necessary investigations, with limited supervision, to try to defeat the claims pre- litigation. Demonstrates decision making skills to determine which claims are worthy of contesting. Must be able to deal competently and confidently with litigated claims, making important decisions, when required.
• Good all-round knowledge of the litigation process including an appreciation of procedures (timescales, allocation etc.), related costs-issues and implications.
• Conversant and up to date with Credit Hire and the ABI GTA and our clients's procedures and approach to those claims.
• Pro-active approach to "capture" third parties by phone or letter
• Early notification to CRU of all personal Injury claims and confirming settlement

Internal Effectiveness

• Ability to use own initiative with minimal referrals
• Willing to share workload of other team members when required
• Flexible approach to tasks required when under pressure i.e. staff holidays/absence
• On approaching any extended leave, every effort to be made to clear outstanding work

Minimum Behavioural Requirements

Effective Communication

• Checks for understanding
• Communicates clearly and concisely , both verbally and in writing

Customer Focus

• Is proactive, and shows a "can do" attitude
• Is focussed on customers (internal and external) - shows this in words and actions

Teamwork

• Considers other points of view
• Encourages others to reach their goals as well as their own
• Values input and assistance from others and gives proper credit for help received
• Is supportive and generous in sharing knowledge
• Works for the good of the team and acts upon work requests from more senior staff
• Is aware of the impact of her/his actions on others

Personal Effectiveness

• Raises important issues effectively but also provide suggestions/ recommendations for way forward
• Performs calmly and effectively under pressure
• Treats all people respectfully and courteously
• Deals with disagreements to achieve a positive outcome for all parties
• Takes responsibility for actions and decision and admits mistakes
• Inspires trust, and acts with integrity and honesty
• Displays positive behaviour and reacts in a consistent manner
• Follows through and delivers on promises
• Reacts well to constructive as well as positive feedback, and will modify own behaviour as a result in a positive way
• Keeps emotions in check without disrupting others
• Considerate of colleagues' time and commitments (eg arrives for meetings prepared and on time)
• Make effective decisions commensurate with knowledge and experience
• Continually strives for self-development as part of a personal development plan