Household Claims Advisor — Exceptional Customer Care

Trinity Claims; Tonbridge; On-site; GBP 25,000 - 26,000; Full time

Job summary

Trinity Claims in Tonbridge is looking for a friendly Claims Advisor to be the first contact for policyholders reporting a claim. You will gather details, check policy coverage and review documents to ensure everything needed is captured before passing the claim along.

You will communicate clearly, manage sensitive situations and deliver a positive customer experience while meeting audit standards. The role offers a straightforward path to progress within the claims team.

Qualifications

• Previous experience handling household claims.
• Knowledge of household policies, terms, exclusions, and claim lifecycles.
• Ability to interpret policy wording accurately to determine liability and coverage.
• Strong analytical ability to assess technical reports, estimates, invoices, and photographic evidence.
• Identify inconsistencies or exaggerations in claims and escalating where necessary (potential fraud).
• Skilled at making accurate and fair settlement decisions.

Responsibilities

• Answer first point of contact calls for New claims and call transfers.
• Provide excellent customer service.
• Deal with sensitive situations and difficult customers.
• Display active listening skills on every call.
• Use good questioning to establish a valid claim.
• Build a relationship with callers and departments.
• Deliver all claim outcomes in a positive light, including declines.
• Pass audits at 95% or above.

Skills

Household claims

Policy interpretation

Fraud awareness

Customer service

Documentation

Job description

Trinity Claims in Tonbridge is looking for a friendly Claims Advisor to be the first contact for policyholders reporting a claim. You will gather details, check policy coverage and review documents to ensure everything needed is captured before passing the claim along.

You will communicate clearly, manage sensitive situations and deliver a positive customer experience while meeting audit standards. The role offers a straightforward path to progress within the claims team.