DisasterCare Platinum
Claims Handler
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Claims Handlers
National Campaign - Current Vacancies
- Mansfield Branch
- London/Capital Branch
- Scotland West Branch
About Us
Disaster Care is a nationwide specialist in disaster recovery and damage restoration. We work with Aviva and their policyholders following fire, flood, escape of water, accidental damage, and the full range of property loss events that disrupt lives and homes.
We are looking for individuals to join our claims team whose main priority is to deliver the high service levels we have a reputation for, to the properties and individuals we service.
The Purpose of This Role
The purpose of this role is to support the proactive and accurate processing of domestic household and commercial property claims. The Claims Handler is responsible for managing the claim throughout its lifecycle ensuring that all parties are kept informed of progress.
Responsibilities
- Take reports of new claims from insurance companies, loss adjusters, restoration professionals and allocate the claim to one of our branches.
- Close liaison with insurers, loss adjusters, restoration professionals and the public throughout the claim lifecycle.
- Answer and manage all calls in an efficient, professional, and patient manner.
- Identify and respond to customer needs, proactively communicating to reduce the number of support calls.
- Provide support for our restoration technicians, communicating challenges and helping to problem solve any issues.
- Update the online claims management system (OCMS) and any other online system.
- Manage claims from cradle to grave, ensuring they are closed in a timely manner and that subsequent invoicing is clear and consistent.
- Identify and handle complaints and escalate to the team leader as necessary.
- Liaise closely with the finance team to understand and improve invoicing outcomes.
- Ensure processing deadlines are met as required.
- Develop technical knowledge in order to support technicians and insurance companies.
- Other duties as delegated from time to time by your line manager or any other person designated in their absence.
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Requirements
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- Knowledge or experience of claims is ideal; however, we can consider candidates who have experience of working in a customer-facing/office environment.
- Highly organized, good level of attention to detail, and can prioritize a busy workload.
- Ability to manage complex situations.
- Ability to utilize qualities such as empathy, tact, assertiveness, and diplomacy when talking to our customer understanding that our customer could be distraught and concerned following an incident.
- Excellent problem-solving abilities.
- Active listening skills.
- Aptitude to make real-time decisions based on changing information.
- Ability to manage own workload and work under pressure to meet deadlines.
- Strong relationship-building skills.
- Commitment to the customer environment.
- Excellent communication skills both written and verbal.
- Team player – willing to share knowledge with others.
- IT literate.
- Passionate about service delivery excellence.
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