Claims Complaints Handler - Acorn insurance & Financial Services LTD : Job Details

As a Claims Complaints Handler you will be responsible for managing and resolving a portfolio of customer complaints related to motor insurance claims in line with Consumer Duty, delivering high levels of customer satisfaction and maintaining the reputation of our company.

Job title: Claims Complaints Handler

Location: You can work fully remotely if not within commutable distance of Liverpool or Sevenoaks

Working hours: Monday to Friday, 37.5 hours a week, between 8:30am to 5pm

Salary: £25,000-£32,500 plus an achievable annual bonus of £2000, paid quarterly

What you will be doing:

• Receive and acknowledge customer complaints regarding motor insurance claims, ensuring timely and professional communication throughout the process
• Investigate and assess the validity of complaints, reviewing relevant documents, policies, and claim details to gather all necessary information
• Liaise with internal departments, such as claims adjusters, underwriters, and legal teams, to gather additional information and resolve complaints effectively
• Conduct thorough investigations into complaints, including reviewing claim files, policy documents, correspondence, and any other relevant materials
• Communicate with customers and relevant parties involved in the claim to understand their concerns fully and provide updates on the complaint resolution process
• Analyse complaint trends and identify areas for improvement in claim handling processes, escalating systemic issues to management for appropriate action
• Work closely with the claims team to ensure that all complaints are addressed promptly and in compliance with regulatory requirements
• Provide comprehensive and accurate responses to customers' complaints, explaining claim decisions, and offering appropriate resolutions or compensation when necessary
• Maintain detailed and accurate records of all complaint handling activities, ensuring adherence to data protection and confidentiality policies
• Collaborate with the complaints team to develop and implement strategies for improving customer satisfaction and reducing complaint volumes
• Ensuring that complaints are resolved to mitigate FOS escalations. Where FOS escalations have been made, handle and correspond with the Financial Ombudsman Service to resolve the complaint

What we’re looking for:

• Proven experience in handling motor insurance claims or complaints, or a similar role within the Insurance industry
• In-depth understanding of motor insurance claims processes, including knowledge of relevant regulations and legislation
• Strong analytical skills, with the ability to review and interpret complex information to make informed decisions
• Excellent communication skills, both written and verbal, enabling you to articulate responses to customers and stakeholders effectively
• Empathy and patience when dealing with customers, demonstrating a customer-centric approach to complaint resolution
• Ability to work well under pressure, manage multiple tasks simultaneously, and meet tight deadlines
• Strong attention to detail, ensuring accuracy in all aspects of complaint handling and documentation
• Proficiency in using relevant computer systems and software for complaint tracking and reporting
• Ability to work collaboratively within a team environment, fostering positive relationships with colleagues and stakeholders
• A commitment to maintaining high ethical standards and upholding company values

About Acorn InsuranceWith over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover.

At Acorn Insurance, we offer comprehensive training and continuous in-house coaching. You'll receive in-depth, FCA-regulated industry knowledge and all the tools necessary to grow your career with us.

We celebrate diversity and are committed to fostering a culture where everyone feels respected and valued. As a Disability Confident Level 1 and Level 2 employer, we ensure our workplace is accessible and inclusive, encouraging our people to bring their best selves to work every day.

The Acorn Group has been recognised as a Great Place to Work for 2024/5. A record number of employees participated in our survey, overwhelmingly highlighting our welcoming and supportive atmosphere as an excellent place to build a career. We are committed to continuous improvement and have ambitious plans for 2025.

 Why Acorn Insurance? Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Some of the "your tomorrow" benefits you will receive include:Wellbeing:

•  Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays)
• Enhanced paternity pay and 16 weeks full maternity pay.
• Colleague Assistance programme offers a suite of wellbeing services such as:

• • 6 Free Counselling sessions per year
  • Unlimited access to a telephone councillor 24/7
  • Access to a free 4-week programme of cognitive behavioural therapy (CBT) with a trained therapist mentor.

•  Network of internal qualified mental health first aiders are available to provide support to colleagues.

Financial:

• A core level of life assurance with the option to increase cover via salary sacrifice and add your spouse/partner
•  Ability to access your earnings before payday via Dayforce Wallet.
• Company pension scheme
• Refer a friend scheme with a £250 bonus for every colleague recommended on passing their probation period.
• Access to a flexible benefits platform including an annual flex pot allowance to spend on over 15 benefits of your choice.
• Ability to give back. You can opt into donating money to charity to climate positive organisations directly from your salary.

Reward, Recognition and Culture: