Portfolio Claims Handler

Hiscox; Colchester; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Hiscox UK is recruiting for a claims role focused on delivering a superior service to customers and brokers. You’ll apply a rules-based approach to a portfolio of third-party property damage liability claims, review coverage positions, and settle claims with an emphasis on strong customer outcomes.

The role suits candidates with a customer service background, with or without prior claims experience, and offers hybrid working between office days and training/meetings.

Qualifications

• Customer-centric approach with a focus on excellent service.
• Ability to work under pressure and meet defined SLAs.
• Excellent verbal and written communication skills.
• Organised with strong time-management abilities.
• Collaborative team player during high-volume periods.

Responsibilities

• Applying a rules-based approach to handle a claims portfolio.
• Reviewing and confirming policy coverage positions.
• Validating, negotiating and settling claims with focus on customer outcomes.
• Ensuring information is recorded clearly and consistently.
• Providing feedback to internal and external stakeholders.
• Meeting pre-defined SLAs/targets.
• Working independently and adapting style while applying rules-based approach.
• Promoting continuous improvement to enhance customer experience and identify fraud opportunities.

Skills

Customer service

Team player

Time management

Communication skills

Calm under pressure

Results driven

Education

Interest in CII qualifications

Tools

Copilot

Job description

Job Type:

Permanent

Build a brilliant future with Hiscox

Hiscox UK is a leading brand in the insurance market, recognised as setting the standards others try to emulate. We consistently deliver strong growth and exceptional returns, recruiting the very best and empowering them to deliver. We are known for insuring the homes of the rich and famous through to the most innovative technology companies. Our customers are diverse and unique but united by our ability to provide specialist insurance tailored to their needs.

The role

You will be a part of delivering a superior claims service to Hiscox customers and brokers, liaising with key stakeholders, internally and externally.

We are looking for candidates who are interested in helping us achieve this and play a crucial role in developing a rules-based claims solution for non-complex liability claims.

We will consider candidates with or without claims experience, as well as those working in other areas of insurance. This role is ideal for individuals with a strong customer service background, looking to start a career within claims or broaden their existing experience.

You will be a service orientated individual focussed on good customer outcomes and who strives to provide a level of customer service others in the market revere whilst shaping our claims proposition for the future.

We encourage people to look for the best way to do things and suggest improvements. The Claims team and its leaders are invested in both personal and technical development, are trusting, straight-talking and uncompromising when it comes to customer service.

What you’ll be doing:

• Applying a rules-based approach to handle a claims portfolio of predominantly third party property damage liability claims.
• Reviewing and confirming Hiscox’s policy coverage position.
• Validating, negotiating and settling claims fairly and proactively with emphasis on good customer outcomes.
• Ensuring information is recorded in a clear consistent manner and in accordance with the defined process.
• Providing consistent feedback to internal and external stakeholders.
• Meet pre-defined SLAs/targets.
• Working independently and demonstrating initiative in your claims handling approach; understand that each customer is different and adapting your style whilst still applying the rules based approach.
• Promoting and delivering a continuous improvement culture to provide a superior customer experience, assisting in the continuous improvement of our claims service by identifying areas of opportunity, fraud identification and helping create innovative solutions.

Our must-haves:

• Team player, able to collaborate when volumes are high without compromising service.
• Customer centric; understands what exceptional customer service is and wants to deliver it.
• Calm and works well under pressure.
• Ability to evidence organisational and time management skills.
• Results driven, with the energy and determination to succeed in an environment where the pace and quality of response is critical to success.
• Outstanding communication skills – face-to-face, written and telephone including excellent listening skills
• Hybrid working style - agreed working days in the office with additional days for training and team meetings as required.
• Proficient with technology with a working knowledge of Copilot an advantage.
• An interest in studying the CII qualifications.

Diversity and Hybrid working

At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success.

We have also learned over the past few years that working life doesn’t always have to be in the office and for most roles we have a hybrid working pattern to encourage a healthy work life balance.

We anticipate the successful candidate for this role will be in the office between 1-3 days a week in either our York or Colchester offices.

This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance. We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility on the other.

Work with amazing people and be part of a unique culture