This job is with Munich Re, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Location: Birkenhead Head Office
Division: Operations
Reporting to: Claims Manager
Job Overview
As a Claims Handler, you will play a key role within the Claims team, managing new and existing Structural Warranty claims within delegated authority. You will act as a trusted point of contact for policyholders, ensuring claims are handled fairly, efficiently and in line with FCA regulations, internal procedures and service standards.
Responsibilities
* Manage a caseload of new and existing Structural Warranty claims, within delegated authority levels.
* Act as the main point of contact for policyholders throughout the lifecycle of a claim.
* Handle inbound calls and correspondence, providing clear guidance on the claims process and delivering an excellent customer experience.
* Gather, review and accurately record all relevant information and documentation required to assess claims.
* Assess claims fairly and consistently to ensure appropriate coverage decisions are made.
* Proactively manage claims of small to medium value and complexity, ensuring valid claims are settled fairly and promptly.
* Set and maintain appropriate claim reserves throughout the lifecycle of each claim.
* Handle claim declinatures and appeals in line with policy terms and regulatory requirements.
* Work closely with insurers, solicitors, technical surveyors and internal teams to progress claims efficiently.
* Collaborate with the Recoveries Team to identify potential recovery and/or mitigation opportunities.
* Ensure customers are treated fairly at all times, including those who may be vulnerable.
* Adhere to legal requirements, FCA regulations, industry standards and internal quality frameworks.
* Contribute to the review and continuous improvement of claims processes.
* Undertake any other duties as reasonably required.
Profile
* Experience handling insurance claims and delivering a high standard of customer service.
* Working knowledge of FCA regulations and an understanding of their application within claims handling.
* A customer‑focused mindset, with a strong commitment to fair and consistent outcomes.
* Strong investigation, problem‑solving and analytical skills.
* Ability to manage a varied caseload, prioritise effectively and meet deadlines.
* Confident decision‑maker, able to assess coverage and progress claims independently within delegated authority.
* Calm and resilient, able to work effectively under pressure and handle challenging situations.
* Excellent written and verbal communication skills, with the ability to engage professionally with customers, colleagues and external stakeholders.
* Well organised and detail‑focused, with the ability to maintain accurate and well‑structured claim files.
* A collaborative team player who works well with others.
* Familiarity with insurance claims systems and processes; experience within construction, property or latent defects claims is an advantage.
* Confident using IT systems, including Microsoft Office applications.
* To have, or be working towards, insurance‑related qualifications such as CII.
Benefits
* 25 days' annual leave plus bank holidays and well‑being days
* Up to 13% pension contribution
* Eligibility for an annual bonus
* Private medical coverLife assurance
* Wellbeing and development scheme, including EAP
* Study and continuing professional development support
* Hybrid working
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