We are seeking a Senior Claims Handler to join our established Claims team and be responsible for delivering a quality and efficient claims service to clients. This is a full‑time, permanent opportunity based in our Bury St Edmunds office, ideally onsite for 2–3 days per week on average.
Overview
* Managing end‑to‑end claims process regardless of size, including larger, more sophisticated, or contentious claims arising with brokerage clients from investigation, evaluation, negotiation to settlement.
* Providing assistance and advice on large or complex transit losses and investigating any case law or relevant facts to aid satisfactory settlement.
* Utilising extensive knowledge of insurance policies, coverage types, and claims procedures to accurately assess and adjudicate claims within established timelines and guidelines.
* Collaborating closely with internal departments, external vendors, and other stakeholders to ensure timely and efficient resolution of claims.
* Analysing claims data, identifying trends, and developing strategies to mitigate risk and build reports, reduce claim frequency, and improve overall claims management processes.
* Providing leadership, guidance, and mentoring to Claims Handlers and junior team members to cultivate a culture of excellence, accountability, and continuous improvement.
* Developing and maintaining positive relationships with clients, brokers, insurers, loss adjusters, assessors, third‑party legal representatives, and industry partners to improve customer satisfaction and loyalty.
* Staying abreast of industry trends, regulatory changes, and emerging technologies to drive innovation and make better‑informed decisions.
* Preparing and presenting reports and presentations, highlighting key performance indicators.
* Visiting clients in the event of a loss to investigate the surrounding circumstances and build a robust claim that brings a swift, favourable conclusion.
* Negotiating with insurers to obtain the best possible settlement terms under the policy’s conditions.
* Acting as an advocate for the claims function and settlements.
Knowledge
* Strong understanding of insurance policies, coverage types, and claims procedures (essential).
* Good experience and knowledge in commercial claims (essential).
* Brokerage experience (essential).
* Understanding of general and legal principles of insurance.
* Understanding of the relevant regulatory and legal frameworks.
Skills
* Excellent analytical, problem‑solving, and decision‑making skills (essential).
* Outstanding communication, negotiation, and interpersonal skills (essential).
* Customer‑focused approach (essential).
* Ability to work independently, prioritise tasks, and meet deadlines in a fast‑paced environment.
* Confidence, assertiveness, and resilience under pressure.
* Ability to provide constructive feedback, coaching, and mentoring to support the professional growth of junior team members (essential).
* Ability to adapt to diverse personalities, perspectives, and cultural backgrounds, fostering inclusive and collaborative work environments.
* Experience in compassionate care by providing emotional support, guidance, and encouragement to clients in difficult or distressing situations (essential).
Qualifications
* GCSE Maths and English (or equivalent).
* A‑levels (desirable).
Benefits
* Our successes come from individuals brave enough to try something new.
* Support within the small everyday moments and larger challenges.
* A commitment to making a positive difference at work and beyond.
Reasonable Adjustments
We’re committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.
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