Trainee Claims Advisor – Colchester

Main tasks

Claims Handling

• Handling legal expenses claims with appropriate supervision.  If the claim is to be declined, ensure that the reason is clearly explained and the policy wording is quoted, with reference to the page and paragraph numbers
• Ensure that customer expectations about the process and timescales are well managed and that there are no unnecessary or unreasonable delays in the claims process
• Reviewing new claims received under nominated contracts to establish whether those claims have sufficient prospects to satisfy policy conditions and therefore warrant support under the insurance
• Reviewing responses from solicitors and negotiating terms of instruction with supervision
• Agreeing appointment of solicitors and preparing an initial estimate of costs with supervision
• Contacting policyholders where they have expressed a desire to instruct their own solicitors to explain the benefits of using a panel solicitor
• Closely monitoring and recording the developing costs position
• Ensure that new claims and correspondence are actioned in accordance with our service level agreements
• Handling inbound telephone calls and responding appropriately and in a courteous and efficient manner
• Making outbound telephone calls in order to gather information and otherwise expedite the ongoing claims management process
• Where appropriate ensure that a full data protection check is carried out on all incoming and outgoing telephone calls and ensure that client confidentiality is maintained at all times and that data protection requirements are adhered to
• Return all telephone calls to the policyholder on the same day or as agreed with the customer and complete a clear and precise attendance note for each call
• Ensure that all correspondence (written or verbal) is polite, professional, relevant, substantive, clear, fair, accurate and not misleading and formatted in agreed templates and branding
• Where appropriate, ensure that the policyholder is offered alternative options for assistance if the claim is not covered under the policy
• Obtaining advice from Arc’s external specialists where appropriate
• Ensuring claims are managed in accordance with agreed diary procedures
• Once a claim has been concluded reviewing the file to ensure that intended outcome has been achieved and noting file accordingly
• Checking any bills raised by solicitors at conclusion against authorised costs on file and querying where appropriate
• Agreeing cost authorisations within pre-determined limits
• Inputting and updating the Claims Management System
• Passing file to costs auditors where appropriate prior to settling bills

General tasks

• To carry out all work in accordance with agreed service standards and FCA regulations
• To provide general assistance in the office and help/guidance to colleagues where appropriate
• Ad-hoc project work
• Other duties and responsibilities as may be set by the Team/Claims/Office Manager

Experience and person specification

Essential

• Excellent verbal and written communication
• Excellent organisational and time keeping skills
• Confidence to own tasks without supervision
• Experience of using all Microsoft Office programs
• Keen to develop a career in an insurance environment
• Minimum of 5 GCSE’s (or equivalent) at A-C grades including English and Maths

Desirable

• Strong Microsoft Excel Skills
• Good investigative and research skills
• Knowledge of Legal Expenses
• Degree Educated
• Minimum of grade B in English GCSE