Claims Handler - Settlements

Tesco Bank•Newcastle, NE

4d•Hybrid

About The Position

At Tesco Insurance, our Claims team does more than handle claims - we help customers through some of life’s most difficult and vulnerable moments. Whether it's a bump in the road, damage to a home, or a sudden emergency, every call is a chance to show we care and to do the right thing with empathy and expertise. We’re proud of our NPS and customer satisfaction scores but even prouder of the skilled and compassionate colleagues behind those results. Whether resolving a claim or partnering with suppliers to deliver great customer outcomes, we’re building a team that listens, learns, and leads with kindness. Here, your ideas matter, your growth is supported, and your work makes a real difference - especially when customers need us most. We’re looking for Claims Handlers - Settlements to join our Customer Settlement Team. In this role you’ll proactively manage and settle a portfolio of claims as efficiently and economically as possible, whilst providing a high standard of service to customers and other stakeholders. You’ll use your current experience to effectively ensure claims are handled and settled proficiently, in line with policy cover & legal liability.

Requirements

Ability to demonstrate an in-depth knowledge and understanding of the principles of Insurance, including indemnity and subrogation.
Ability to prioritise and manage own caseload independently, demonstrating good planning and organisation. Able to manage a caseload of active claims.
Sound commercial judgement and ability to exercise logical decision making in relation to claims decisions, including credit hire.
Sound understanding of vehicle and property damage claims, including liability and knowledge of key case law, industry protocols, and The Road Traffic Act.
Knowledge of different types of motor claims fraud (fire and theft) and proven investigation skills and an inquisitive mindset.
Robust level of computer literacy and ability to effectively navigate a range of IT based systems.
Proficiency in communicating with a range of stakeholders from policy holder and third-party direct customers to third party representatives.
Confident approach and an ability to take ownership for own decisions within the established authority limits and parameters.
Empathy when dealing with difficult and challenging situations, maintaining a sensitive and caring approach.
Capability of demonstrating excellent verbal and written communication skills, including an ability to express complex information in straightforward terms where required.
Proven experience of being able to negotiate effectively and identify solutions to meet customer and company needs.

Responsibilities

Ensuring that claims are handled and settled efficiently and in the correct technical manner, settling them in line with policy cover & legal liability.
Handling claims queries in relation to policy cover, claims status, policy exclusions and excesses. Escalating complex queries where needed.
Ensuring the accuracy of reserves, file status, recoveries, and diary management on your caseload.
Where appropriate, investigating claims to ensure payments are made only where a liability is established.
Negotiating to control costs, for example regarding liability decisions and recovering our costs.
Identifying and reporting any concerns in relation to potential fraud or instances of identified fraud; taking action as appropriate.
Negotiating effectively with stakeholders and suppliers to ensure a fair settlement is achieved for the customer and the company.
Using a variety of communication approaches to build rapport and a positive relationship to help manage the customer predicament and deliver the right outcome.
Ensuring compliance with Financial Conduct Authority and Data Protection Act protocols and rules.
Managing customer complaints proactively, identifying creative solutions to reach a fair resolution; escalating more serious cases to the Team Leader.

Benefits

Colleague pension scheme
Virtual GP Service for you and your family 365 days a year
Performance related annual bonus
Generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more
Colleague Clubcard with a 10% discount that increases to 15% every payday (worth up to £2K)
Second Colleague Clubcard to share with someone else
Enhanced maternity leave pay
Shared parental leave policy
Generous 8-week paid paternity leave
Ongoing learning opportunities
Award-winning training
Buy as you Earn share scheme
Save as you Earn share scheme