Job Title: Insurance Premium and Claims Handler

Location: Kent

Job Description:  Join a thriving business and dynamic team as an Insurance Premium and Claims Handler! In this role, you’ll advise policyholders on general queries and insurance claims issues, providing world-class, full lifecycle claims handling. You’ll act as the primary customer contact, managing a portfolio of fast-moving household claims from initial notification to final settlement.

Key Responsibilities:

• Advise policyholders on general queries and insurance claims issues.
• Build policyholder confidence by developing rapport and listening attentively.
• Verify policy coverage for claims.
• Methodically approach each claim and guide policyholders through the process.
• Request and gather necessary documents and information from customers.
• Arrange payments within authority levels.
• Manage a high-volume portfolio of fast-paced claims, prioritising based on individual circumstances.
• Liaise between internal teams, third-party suppliers, and policyholders to ensure smooth and timely claims progression.
• Perform basic fraud checks and escalate suspicious cases to the Counter Fraud team.
• Prioritise important and urgent tasks while maintaining focus on the policyholder.
• Negotiate claim settlements both verbally and in writing.
• Assist with overflow calls during peak times
• Ensure SLAs and KPIs are consistently met.

Experience:

• At least 2 years of experience in a Customer Service role.
• Previous claims experience is desirable but not essential.

Qualifications:

• Excellent verbal and written communication skills.
• Good organisational skills.
• Accuracy and attention to detail.
• Tact and assertiveness when dealing with the Supplier/Surveyor Network.
• Ability to work well under pressure and meet deadlines.
• PC literate with good administrative skills.
• Ability to take on increased ownership and responsibility when necessary.

Benefits:

• 25 days annual leave plus statutory holidays.
• Discretionary performance-related bonus.
• Life insurance cover.
• Enhanced company pension scheme.
• Cycle to Work Scheme.
• Employee of the month & employee of the year awards.
• An extra day’s holiday for your birthday..
• Training and development opportunities at all levels including Apprenticeship programs.