JOB DESCRIPTION

JOB TITLE:    Claims Handler

REPORTING TO:   Claims Manager   

MAIN PURPOSE OF THE ROLE:

To administer and process Rent Guarantee and Legal Expenses Claims. 

KEY TASKS AND ACCOUNTABILITES:

Input and assess new claims using the Homelet, Keyhouse and any other systems in use 

Request further information and/or documents required to assess a claim either by phone, email & letter as may be necessary.

Receive notifications of potential new claims and promptly send out claim forms.

Deal promptly with general correspondence received by e-mail, fax or letter relating to claims files ensuring that all incoming correspondence receives a response within 3 working days.

Deal with telephone queries either received via the ARC system or to direct line number.  To ensure all voicemails dealt with promptly and to deal with voicemails of others in their absence as may be required from time to time.

Deal with diary actions on a daily basis ensuring no diary action remains outstanding for more than 4 working days.

To deal with requests for Rent Guarantee payments. To calculate any payments that may be due under the terms of the cover. To communicate to the insured or their agent where payments are not due under the terms of cover

Complete cheque requests defining both the insurer and the rent period for which the payment is requested for rent guarantee payments and send out once received.  Complete continuation claims forms to be sent to agents/landlords with cheque payments.

Action all legal steps necessary to gain vacant possession of the customer’s insured property following non-payment of rent by the tenant, which will include demand letters, service of notices and preparation of and pursuit of Court proceedings. 

Instructing Counsel/Solicitor agents to deal with hearings, responding to their correspondence and providing instructions as required.

Instructing Scottish/Northern Irish Solicitor agents to deal with claims for properties in Scotland/Northern Ireland, responding to their correspondence and providing instructions as required and dealing with all steps as above relating to rent guarantee payments.

Deal with recovery of rent guarantee payments to include overpayments from the insured.

Collate information from Agent/LL in respect of arrears and dilapidations owed after Vacant Possession and calculate balances due to the LL

Deal with the caseloads of others as may be required from time to time

Deal with all complaints in the accordance with the provisions set out by the FSA and by the business and as may change from time to time.

To ensure that all actions of the claims team are in accordance with both FSA requirements and that customers are treated fairly at all times.

To immediately report for investigation any instances of possible breaches by any insured or their agent to either the compliance department or to the business, or both, as appropriate.

Maintain files in a tidy manner keeping separate legal and claims documentation and ensuring all correspondence is attached to the file tag in chronological order.

To archive files when appropriate on a daily basis

PERSON SPECIFICATION –

Education/Qualification

Or equivalent qualification

Essential

Minimum three GCSE Grade C or higher including English and Maths or one A-Level

Experience / Knowledge

Essential

Administrative and customer facing experience

Experience / Knowledge

Desirable

Previous insurance claims handling

 

Skills / Aptitudes

Essential

Numerate, ability to work under pressure and good computer skills

Excellent telephone manner and good communication skills

Skills / Aptitudes

Desirable

Team building, initiative,

Personal Attributes

Essential

Calm, friendly very well organised

Personal Attributes

Desirable

Ambitious