Senior Motor Claims Handler

American International Group; Croydon; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Motor Claims Handler to manage complex claims and support team development. This role involves proactive handling of claims, stakeholder interaction, and adherence to best practices. The ideal candidate will have strong technical knowledge, excellent communication skills, and a customer-focused mindset. Join a dynamic team that values integrity and promotes diversity and inclusion while making a positive impact in the insurance sector.

Qualifications

• Extensive experience managing complex motor claims.
• Strong negotiation and mediation skills are essential.

Responsibilities

• Handle and investigate complex claims from cradle to grave.
• Support training and development initiatives within the team.

Skills

Technical knowledge in claims

Policy wording understanding

Legal procedural knowledge

Negotiation skills

Coaching skills

Communication skills

Time management

Stakeholder management

Job description

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

Get to know the business

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

About the role

We are seeking a senior motor claims handler with a wide-ranging skill set and extensive experience of managing a blended portfolio of complex motor claims. Additional responsibilities include supporting with the development of the team and wider department, and stakeholder management. Other additional duties will vary, dependent on the adjuster’s career and developmental aspirations.

In addition to the management of complex motor claims, the role will also require interaction with brokers, insureds, external providers and internal stakeholders.

Core Duties & Responsibilities

• Proactively handle and investigate complex claims from cradle to grave, accurately and efficiently validating and assessing coverage, liability, and quantum, up to your approved limit.
• Demonstrate a customer-focused mindset and achieve cost-effective claim resolutions, tangibly seen through claims outcomes and litigation management.
• Support business strategies in minimising indemnity exposure and mitigating vendor and legal expense.
• Set the standard in best practice adherence, consistently achieving audit benchmark and/or above. Ensure claims file data is accurate at all times.
• Support with driving continuous improvement, through the upskilling of the wider department through referrals, feedback, and coaching sessions.
• Support with training and development initiatives by contributing to, and delivering technical training, where appropriate.
• Support team manager, and the internal Quality Assurance Review process through conducting monthly OFRs within the set timeframes and provide timely feedback to adjusters, where appropriate.
• Flag key claims and developments to the Team Manager and to all relevant stakeholders such as senior management, underwriting etc, where appropriate.
• Good current knowledge of the market, and challenges/issues impacting the industry, and sharing insights, emerging behaviours with the team and wider department.
• Contribute to claim review meetings and/or client claims audits through coordination of claim reviews and leading meetings, where required.
• Foster a “Win Together” mindset and develop and maintain strong relationships with internal and external stakeholder/vendors/panel etc.
• Keep informed and up to date on all aspects of the Claims proposition and promote where possible.

What we’re looking for

Technical Competencies

• Strong technical knowledge in all areas of a claim.
• Good policy wording understanding and interpretation.
• Good, current legal procedural/regulatory knowledge.
• Strong negotiation, mediation, arbitration, and ADR skills on high value complex claims.
• Strong coaching skills, and the ability to field technical queries.

Leadership & Soft Skills

• Excellent communication skills, both written and verbal.
• Good presentation skills.
• Strong time management: ability to effectively prioritise workload, additional duties, and deadlines.
• Strong stakeholder management.
• Do what’s right and lead by example, acting with integrity and engendering a positive team morale.
• Be an Ally and promote diversity and inclusion.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to [e-mail].

Functional Area:

CL - Claims American International Group UK Limited, Ireland Branch & AIG Europe S.A. (Ireland Branch)