Claims Handler - Appcast Enterprise : Job Details

Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

 Our Gallagher Corporate Claims division are seeking an ambitious and engaging Claims Handler to join our successful team in Llantrisant.

You will be joining a cohesive and collaborative group of professionals who are highly experienced and knowledgeable in their field. Our team has a strong foundation and prides itself on its established reputation. We foster a work environment that balances hard work and camaraderie.

As a Claims Handler, you will play a pivotal role in delivering exceptional service to our clients and contributing to the continued success of our division. 

Claims Handling

• Offer appropriate technical advice to clients throughout the claims process. Be supportive, empathetic and effectively manage their expectations regarding the claims process, timescales, policy and / or legal liability and quantum
• Ensure all relevant Line of Business systems are updated regularly and that data held is 100% accurate at all times
• Support the claims team in the administrative cycle of claims handling
• Manage claims from receipt to conclusion under supervision and in accordance with authority level, including, but not limited to:
  • Ensure all necessary documentation is requested from the client (including completed claim forms, where applicable), in accordance with FCA protocols and / or any other regulatory requirements
  • Arrange the appointment of loss adjusters or suppliers as appropriate
  • Forward relevant documents to clients, notify Insurers and document accordingly
  • Liaise with senior claims colleagues regarding any issues, queries or areas of concern which may arise
  • Ensure any payments are chased appropriately, where applicable
  • Ensure all relevant inward / outward correspondence is added to each file in the correct order, including contemporaneous notes of any telephone conversations / meetings
  • Process all claims notifications and further advice in accordance with retail claims SOPs
• Review Insurer decisions and challenge repudiations under guidance if required and provide technical advice accordingly
• Proactively assess the status of claims with clients and / or Insurers (as applicable) and ensure that all parties are informed of progress / chased for updates as necessary
• Monitor progress of payments from Insurers and ensure collections / payments are received and made in accordance to agreed SLA’s, through liaison with finance

Customer Service

• Actively support the client service team, including attending PRISMs
• Attend and actively contribute at client meetings
• Update and advise clients and Insurers of all events and discussions during the claims process ensuring complete client satisfaction
• Develop working relationships with clients, Insurers and internal stakeholders to promote customer satisfaction
• Communicate and / or present information in a clear manner
• Actively seek out customer feedback to continuously improve the business and claims function

Leadership

• Manage own workload in order to service the client promptly and efficiently and in accordance with group SLAs
• Demonstrate an active approach to continuous improvement for themselves and the business

Data Management

• Ensure that claims statistics, when required by the client, placing department or Insurers, are accurate and produced in accordance with SLA’s

Risk and Governance

• Identify and inform your Line Manager of any complaints and / or claims which may generate a complaint and handle in accordance with the retail claims complaints procedure
• Ensure market / insurance / legislation and other technical knowledge is developed and maintained to enable efficient claims handling
• Comply with Gallagher Professional Standards Manual in accordance with statutory requirements for role with specific attention to Treating Customers Fairly and Consumer Duty
• Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business.

• Previous experience handling claims
• Cert CII/ Dip CII (Chartered Insurance Institute) qualification desirable and educated to GCSE standard or equivalent
• Previous experience within the insurance industry and expert claims handling focus within commercial claims
• Strong client service drive along with forward planning and analytical skills
• Exceptional communications skills, task focused, and keen to develop your career
• Strong capability to handle highly confidential information with utmost discretion and maintain confidentiality
• Proactive approach to work, taking initiative and demonstrating a solution-oriented mindset.
• Effective problem-solving skills, with the ability to analyse situations and find practical solutions
• Eligible to work in the UK

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