Household Claims Handler

Admiral Group Plc; Cardiff; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Share scheme

Great employer reputation

Hybrid work pattern

Job summary

Admiral is seeking a positive, customer-focused Prime Claims Handler to support customers through the home and belongings claims journey, mainly by telephone, owning new and existing claims and guiding customers with empathy and professionalism.

You will work in a hybrid Cardiff-based team, manage your own caseload within service standards, and contribute to improvements by sharing feedback.

Qualifications

• Customer-focused, empathetic and professional.
• Excellent verbal and written communication.
• Strong organisational and time management.
• Ability to manage workloads and make informed decisions.
• Resilient in a fast-paced environment.

Responsibilities

• Manage household claims from allocation through to settlement, progressing each claim to the furthest point during every customer interaction.
• Deliver on our customer promise by providing proactive updates, resolving queries efficiently, and ensuring a positive customer experience throughout the claims journey.
• Assess and validate claim information, review supporting documentation and supplier reports, and make informed decisions in line with policy and underwriting requirements.
• Liaise with customers and third-party suppliers to obtain information, progress claims, and achieve timely resolutions.
• Meet quality, service, and performance targets while ensuring customers are treated fairly and professionally at all times.
• Accurately capture and maintain claim records, safeguarding customer information and adhering to all Data Protection requirements.

Skills

Customer focus

Verbal & written comms

Organisational skills

Workload management

Resilience & adaptability

Team player

Job description

As a Prime Claims Handler, you will support customers through unexpected events affecting their home or belongings. By showing empathy, professionalism and care, you will provide reassurance and help make the claims journey as straightforward and stress-free as possible.

You will take ownership of new and existing claims, working with customers, suppliers and internal teams to progress each claim and achieve fair and timely outcomes. You will provide clear updates, resolve enquiries and make informed decisions in line with the customer’s policy and our claims processes.

You will also have the opportunity to share feedback and ideas that help us improve our processes, customer experience and overall service.

About The Role

We are looking for positive and customer-focused Claims Handlers to join our Household Claims Prime team.

You will manage new and existing household claims, primarily by telephone, providing support and guidance throughout the claims journey.

Working as part of a supportive team, you will manage your own caseload and work within agreed service standards, timescales and performance expectations.

If you thrive in a fast-paced environment, enjoy helping customers and want to be part of a positive and collaborative team, we would love to hear from you.

Main Duties And Responsibilities

• Manage household claims from allocation through to settlement, progressing each claim to the furthest possible point during every customer interaction.
• Deliver on our customer promise by providing proactive updates, resolving queries efficiently, and ensuring a positive customer experience throughout the claims journey.
• Assess and validate claim information, review supporting documentation and supplier reports, and make informed decisions in line with policy and underwriting requirements.
• Liaise with customers and third-party suppliers to obtain information, progress claims, and achieve timely resolutions.
• Meet quality, service, and performance targets while ensuring customers are treated fairly and professionally at all times.
• Accurately capture and maintain claim records, safeguarding customer information and adhering to all Data Protection requirements.

Essential

Skills and Experience

• Strong customer focus with an empathetic and professional approach.
• Excellent verbal and written communication skills.
• Good organisation, time management and attention to detail.
• Ability to manage workloads, prioritise effectively and make informed decisions.
• Resilient, adaptable and comfortable working in a fast-paced environment.
• Strong teamworking skills with a commitment to delivering high-quality service.

Desirable

• Previous customer service, claims or insurance experience.
• Experience managing a caseload or working to service and performance targets.
• Experience handling customer queries and working with third-party suppliers.

Location

This is a hybrid role, with the successful candidate required to work from Cardiff two days per week.

What’s in it for you?

Our journey is your journey. Every individual, regardless of role or department, automatically becomes an Admiral shareholder after 12 months, with an annual free share allocation of up to £3,600. As co-owners, you don’t just work here – you Share in Our Future.

There are so many things that make Admiral a great place to work, and our culture is something that really has to be experienced. Our people consistently tell us how much they enjoy working here, and we’re proud to have been recognised as a Great Place to Work for over 20 years.

Flexibility and work-life balance are important to us, which is why your time will be split between home and the office.

At Admiral, you’re accepted, supported and empowered to Be You. Because you’re brilliant.

Disability Confident Leader

As a Disability Confident Leader, for candidates with a disability or long-term health condition, that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.

If you need any adjustments or support with your application or during the recruitment process, just let us know. Please do email Samantha Bevan or contact us on 07443573168. This number is dedicated to supporting candidates that require reasonable adjustments or support during the application process.