As a member of the Claims Team, the primary objective is to contribute to the efficient and accurate processing of insurance claims while prioritizing customer satisfaction and compliance. This role plays a vital part in delivering excellent service to our customers and upholding the company's reputation in the insurance industry.
If you love talking to people as much as we do, we’d love to hear from you.
Role Responsibilities
Claims Processing:
• Assess the validity of insurance claims and assist in determining fraudulent cases.
• Support in coordinating any necessary follow-up actions related to claims.
• Maintain organized and up-to-date claim files for reference and auditing.
• Assist in regular reviews of claim files to ensure accuracy and completeness.
• Aid in ensuring appropriate payments are made to policyholders.
• Assist in conducting investigations to determine the acceptance or denial of claims.
• Interact with customers to clarify coverage options and assist in claim processing.
Customer Communication:
• Provide timely and clear communication to customers regarding the status of their
claims.
• Ensure consistent follow up with customers to keep them informed of any updates.
• Support in ensuring all claims processing procedures adhere to compliance standards.
• Assist in promoting ethical customer claim practices within the team.
• Aid in monitoring and meeting set time frames for claims processing.
• Assist in promptly highlighting potential compliance issues and supporting corrective
action.
Collaboration and Reporting:
• Collaborate with team leaders to identify process improvements.
• Contribute to reporting on individual and team performance using relevant data.
Adherence to SLA’s:
• Work collaboratively with team members to prioritise workload.
• Assist in monitoring and meeting SLA’s for claims processing times, response times and customer satisfaction metrics.
• Customer Satisfaction Score
• Ticket Response Time and Handling Time
• Complaint Handling Time
• Compliance Audit Success
Knowledge, Experience and Qualifications
Essential
* Good level of verbal and written communication skills
* Proficient in using in word processing/spreadsheet packages/in-house systems
* Understanding of the FCA, ICO regulatory regime and Consumer Duty principles
* Ability to plan and organize own workload
* Good level of both verbal and numerical reasoning, analytical, objective, solves problems by developing and applying solutions
Why Join Us?
We're all about helping you grow, with plenty of support to develop in your current role whilst also creating opportunities to explore new ones and advance your career.
We realise that we need to be a good fit for you above all else – so here’s what you can enjoy about AND-E:
* Recognised as the Best Large Insurance Employer: We are proud to have been named the Best Large Insurance Employer for 2023 at the prestigious British Insurance Awards.
* Unmatched Work-Life Balance.
* Competitive Salaries and Benefits Package: We offer competitive salaries that recognise your skills and expertise.
Our community values flexibility and understanding that life happens. We want colleagues to have choice, balance, and the freedom to manage personal commitments without guilt. We’re committed to a diverse, equitable, and inclusive environment that supports everyone—embracing neurodiversity and ensuring all have the tools to thrive.
We like to think our benefits package is one of the best, focusing on colleagues’ health, wealth, and lifestyle. We offer:
* Up to 25 Days annual leave with the option to buy/sell up to 5 days holiday*
* 5% Discretionary Annual Bonus*
* Healix Private Medical Insurance Options*
* 3 x Annual Salary Life Assurance*
* A range of health, wellbeing, and financial support benefits, including money back on health expenses, Employee Assistance Programme, Flu Jab voucher, Virtual GP service, and driving lessons* for you and your family.
* Additional perks such as a pension advisory service, family-friendly policies, season ticket loan*, cycle scheme*, and financial flexibility through Wagestream*.
* Subject to company performance and completion of probation
Aioi Nissay Dowa Europe is committed to promoting equal opportunities in employment. Employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics).
Reasonable adjustments: If you require any adjustments to support you during our recruitment process, please let us know. We’re committed to making the process accessible and are happy to help