Claims Specialist

Cover Genius

8d • Hybrid

About The Position

As a Claims Specialist within our Customer Team, you will be responsible for the assessment and settlement of claims, operating within your designated settlement authority. You will ensure the timely processing and orderly management of your claims queue. To excel in this role, meticulous attention to detail, strong organizational abilities, and effective time management skills are essential, alongside a profound sense of responsibility and ownership. The Claims Specialist will review and evaluate customer claims via our proprietary XClaim platform, aiming for rapid resolution and prompt payment. Consistent collaboration with the Support team, as well as the Content and Complaints team, will be crucial for achieving established Service Level Agreements (SLAs) and Net Promoter Scores (NPS).

Requirements

• 1-2 years experience handling customer queries online.
• Fluency in English is essential for communicating internally and externally (verbal & written).
• Basic understanding of insurance terminology and products.
• Organisation
• Attention to Detail
• Time Management
• Demonstrates resilience
• Learning orientation
• Relationship building skills
• Communication skills

Nice To Haves

• Bachelor's or postgraduate degree in a related field or equivalent is a plus.

Responsibilities

• Manage day-to-day claims activities for new claims, including claims actions, emails, and payments.
• Own the assessment and approval of new claims within the authority and fraud thresholds.
• Handle customer inquiries regarding claims status and policy coverage via chat, phone or email.
• Build rapport with customers to speed up claim’s resolution and process claims payments.
• Ensure all necessary documentation is collected and filed accurately in the system.
• Maintain the quality of our work ensuring accuracy to meet business, team and individual KPIs.
• Own the communication with all relevant stakeholders (Claims, Support) to resolve claims efficiently and ensure the best customer experience.
• Be aware of current insurance guidelines, policy updates, and regulations.
• Follow company guidelines and local regulations to ensure claims are handled fairly and ethically.
• Identify and recommend process improvements to enhance claims handling efficiency and operations.

Benefits

• Flexible Work Environment - Our teams are hybrid. We work from home on a Wednesday and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree