Claims Handler

Howden Group; Milton Keynes; On-site; GBP 30,000 - 50,000; Full time

Job summary

Howden Group in Milton Keynes seeks a Claims professional to deliver an exceptional customer experience by handling claims cradle to grave and acting as an ambassador of the Howden Claims Division. You will manage a portfolio, review insurer decisions, and maintain service standards with regulators and clients.

The role requires knowledge of General Insurance, GDPR, FCA/FOS, and the Howden product range, with 2+ years in the insurance market and Cert CII or progression toward it.

Qualifications

• Must have a minimum of 2 years’ experience in providing specialist advice in the insurance market.
• Must be qualified to a minimum of Cert CII (or gain the qualification within 18 months of joining).
• Regulatory adherence to FCA principles.
• Adhere to Howden Private Client service standards and procedures.
• Work in the best interests of the Client at all times.
• Ensure compliance with General Data Protection Regulations.
• Ensure all records and communications with Clients are accurately recorded and filed.
• Comply with the Bribery Act 2010 and other applicable regulations.
• Do not breach applicable sanctions or deal with embargoed entities.
• Comply with relevant anti-money laundering regulations.

Responsibilities

• Handle claims cradle to grave on both delegated and non-delegated bases.
• Deliver an exceptional claims service to each Client.
• Deal with phone calls and correspondence efficiently.
• Review and challenge insurer decisions on liability when needed.
• Manage own claims portfolio with adherence to SLAs and standards.
• Build relationships with insurers, suppliers, clients and Howden.
• Support the team with knowledge share and coaching.
• Keep the Claims Manager informed of issues or complaints.
• Maintain full compliance with Our standards at all times.
• Keep up-to-date with products and new markets.

Skills

Attention to detail

Fast processing

Prioritisation

Client service

Communication skills

Literacy & numeracy

Information gathering

Client understanding

Persuasion

Education

Cert CII

Job description

Who are we? Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

Summary

To deliver an exceptional customer experience. To handle claims in an efficient, pro-active and customer- focussed manner. To be an ambassador of the Howden Claims Division. To embrace and embody our CARE & FOCUS values and positively promote our proposition to Clients, Colleagues and Suppliers.

Key Responsibilities

• Handle claims cradle to grave on both a delegated and non-delegated basis.
• Ensure an exceptional claim service is delivered to each and every Client.
• Deal with phone calls and correspondence efficiently.
• Review and if necessary challenge Insurer decisions on liability.
• Responsibility for your own claims portfolio ensuring you handle claims in line with our service level agreements, service standards, values and (where applicable) the delegated authorities.
• Build relationships with our insurers, suppliers, clients and across Howden.
• Support the team with knowledge share & coaching.
• Ensure that the Claims Manager is fully aware of all issues or complaints.
• Ensure that full compliance of our standards is maintained at all times.
• Keep up-to-date with new products and new markets.
• Be an advocate of Howden.
• To be the main contact for certain Clients.

Skills

• Accuracy and attention to detail.
• Ability to process work quickly and efficiently.
• Ability to prioritise work and meet deadlines.
• Excellent Client service skills.
• Excellent oral and written communication skills.
• Good literacy and numeracy (minimum of C or equivalent in English and Maths).
• Ability to gather and analyse information from the client.
• Ability to identify and respond appropriately to an individual client’s level of understanding.
• Ability to persuade and influence others.

Job Scope

The role will be office based but will require regular travel for: Clients/Insurer visits Off-site training Division and Team events Other internal/external meetings.

Knowledge Working knowledge of all the main classes of General Insurance and GDPR, FCA / FOS and the CII’s Code of Ethics. Working knowledge of Howden product range, policy wordings and service standards. Responsibility for own personal development and for keeping own knowledge up-to-date by the use of extra-curricular reading, eLearning, in-house and external courses, and studying for professional qualifications in order to gain the required CPD points.

Experience & Professional Qualifications

• Must have a minimum of 2 years’ experience in providing specialist advice in the insurance market.
• Must be qualified to a minimum of Cert CII (or gain the qualification within 18 months of joining).
• Regulatory Adhere to the principles set by the FCA.
• Adhere to Howden Private Client service standards and procedures, accepted good market practice and the CII Code of Ethics.
• To work in the best interests of the Client at all times.
• Ensure compliance with the General Data Protection Regulations.
• Ensure all records and communications with Clients are accurately recorded and filed in the correct manner.
• Comply with the Bribery Act 2010, and other such applicable regulations in place from time to time.
• Ensure that you do not breach any applicable sanctions imposed, or deal with embargoed entities.
• Comply with relevant anti-money laundering regulations in place from time to time.

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us: Our successes have all come from someone brave enough to try something new We support each other in the small everyday moments and the bigger challenges We are determined to make a positive difference at work and beyond.

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*. *Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent

Howden began in 1994, as just three people and a dog. Now there are 23,000 of us, and we're a leading global insurance group, managing $37bn of premiums for our clients. Our largest shareholder group is us – the people who work in the business – supported by three long-term, minority growth-equity partners who share our vision to build a business to last, one that will never be sold. The owner's mindset is something that's embedded in our culture; our people readily take ownership of their decisions, their actions, and their outputs. They’re invested in every sense. And we all know that by working together to drive the business forward, everyone will benefit from the extraordinary results we can achieve.