Claims Controller – Property Claims

Responsibilities:

The Technical Claims Controller is part of the operations team who allocate, monitor, handle and authorise claims in line with our client service level agreements and delegated authority levels. The unit manages Commercial Property claims from FNOL through to conclusion including payment management and MI reporting.

As an experienced Claims Handler within a high performing loss adjusting business, you’ll deliver a customer focused proactive claims handling to a consistently high standard, to ensure efficient use of time and contribute to an ethos of team support and achievement.

Other responsibilities of the Technical Claims Controller include (though are not limited to):

• Providing advice and taking referrals on technical matters from the wider Desktop team
• Manage Commercial Property claims from cradle to grave making accurate policy engagement and coverage decisions, including Scheme binder data validation
• Keep fully up to date on Client requirements, technical or legal changes, which may have a bearing on a claim, including GDPR compliance
• Maintain accurate reserves and data accuracy throughout claim life
• Review technical reports, quotations/invoices and updates and provide instructions as required, within approved authority level, to policyholder/broker/supplier in accordance with client requirements
• Refer all claims above authority levels and record referral action point on claim
• Escalate cases to Insurers and Operations manager, where potential or reserve is over DA limit, repudiations, policy voidance and complaints in accordance with company & client requirements
• Ensure fees applied are accurate and in accordance with Client requirements
• Develop strong working relationships with clients to support changes and modifications to Client requirements
• Strive to achieve good end customer experience with excellent communication, guidance and signposting throughout the life of the claim. Ensure TCF principles are applied.
• Ensure compliance with regulatory requirements at all times and highlight any contravention to the Head of Risk and Compliance

Skills & Experience:

• First class communication skills
• High level of self-motivation and accountability
• High degree of accuracy and technical application
• Business / commercial awareness
• Ability to adapt and respond appropriately to quickly to challenging situations
• Organised and efficient, with ability to prioritise and manage work loads
• Negotiation skills
• Good decision maker, even under pressure
• Highly ethical and professional standards
• Conflict resolution, being able to manage difficult situations and achieve the right outcomes
• Able to work confidentiality on sensitive claims, when required