Claims Handler

Howden•Lakeside, CA

2d•Hybrid

About The Position

The Claims Handler role is responsible for delivering an exceptional customer experience by handling claims efficiently, proactively, and with a customer-focused approach. The individual will act as an ambassador for the Howden Claims Division, embracing and embodying the company's CARE & FOCUS values and promoting the company's proposition to clients, colleagues, and suppliers. The role involves managing claims from start to finish, both on a delegated and non-delegated basis, ensuring an exceptional claim service is delivered to every client. This includes efficiently managing phone calls and correspondence, reviewing and challenging insurer decisions on liability, and maintaining responsibility for a personal claims portfolio in line with service level agreements, service standards, values, and delegated authorities. The role also requires building relationships with insurers, suppliers, clients, and colleagues across Howden, supporting the team through knowledge sharing and coaching, and ensuring the Claims Manager is informed of any issues or complaints. Maintaining full compliance with standards, staying updated on new products and markets, and acting as an advocate for Howden are also key aspects of the position. The Claims Handler will also serve as the main contact for certain clients.

Requirements

Accuracy and attention to detail.
Ability to process work quickly and efficiently.
Ability to prioritise work and meet deadlines.
Excellent Client service skills.
Excellent oral and written communication skills.
Good literacy and numeracy (minimum of C or equivalent in English and Maths).
Ability to gather and analyse information from the client.
Ability to identify and respond appropriately to an individual client’s level of understanding.
Ability to persuade and influence others.
Working knowledge of all the main classes of General Insurance and GDPR, FCA / FOS and the CII’s Code of Ethics.
Working knowledge of Howden product range, policy wordings and service standards.
Must have a minimum of 2 years’ experience in providing specialist advice in the insurance market.
Must be qualified to a minimum of Cert CII (or gain the qualification within 18 months of joining).
Adhere to the principles set by the FCA.
Adhere to Howden Private Client service standards and procedures, accepted good market practice and the CII Code of Ethics.
To work in the best interests of the Client at all times.
Ensure compliance with the General Data Protection Regulations.
Ensure all records and communications with Clients are accurately recorded and filed in the correct manner.
Comply with the Bribery Act 2010, and other such applicable regulations in place from time to time.
Ensure that you do not breach any applicable sanctions imposed, or deal with embargoed entities.
Comply with relevant anti-money laundering regulations in place from time to time.

Nice To Haves

Responsibility for own personal development and for keeping own knowledge up-to-date by the use of extra-curricular reading, eLearning, in-house and external courses, and studying for professional qualifications in order to gain the required CPD points.

Responsibilities

Handle claims cradle to grave on both a delegated and non-delegated basis.
Ensure an exceptional claim service is delivered to each and every Client.
Deal with phone calls and correspondence efficiently.
Review and if necessary challenge Insurer decisions on liability.
Responsibility for your own claims portfolio ensuring you handle claims in line with our service level agreements, service standards, values and (where applicable) the delegated authorities.
Build relationships with our insurers, suppliers, clients and across Howden.
Support the team with knowledge share & coaching.
Ensure that the Claims Manager is fully aware of all issues or complaints.
Ensure that full compliance of our standards is maintained at all times.
Keep up-to-date with new products and new markets.
Be an advocate of Howden.
To be the main contact for certain Clients.