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Claims Complaints Handler, Hemel Hempstead
Client:
Location:
Hemel Hempstead, United Kingdom
Job Category:
Other
-
EU work permit required:
Yes
Job Views:
3
Posted:
31.05.2025
Expiry Date:
15.07.2025
Job Description:
My client is a rapidly growing Insurtech company, backed by leading venture capital, focused on revolutionising claims processing through cutting-edge AI and automation. Founded by industry veterans, they are committed to bringing efficiency and simplicity to the insurance sector.
The Complaints Handler will play a critical role in managing and resolving a portfolio of customer complaints, conducting root cause analysis, and reporting to provide actionable insights to business teams. They will liaise with the Financial Ombudsman Service as needed. This role focuses on complaints related to motor and property insurance claims, ensuring fair treatment of customers and safeguarding the company from regulatory, financial, and reputational risks.
Required Experience
* Proven experience in handling complaints, preferably in the insurance industry
* Familiarity with regulatory requirements and compliance in the insurance industry
* Strong understanding of motor and property insurance claims
* Exceptional communication and interpersonal skills
* Strong analytical and problem-solving abilities
* Ability to work under pressure and meet tight deadlines
* Attention to detail and high level of accuracy
* Proficiency in using relevant software and technology
Key Responsibilities
* Complaint Management: Handle customer complaints regarding motor and property insurance claims, ensuring timely and professional communication.
* Investigation: Investigate and assess the validity of complaints by reviewing relevant documents, policies, and claim details.
* Internal Liaison: Liaise with internal departments, such as claims adjusters, product developers, Quality Assurance, and Compliance teams.
* Thorough Investigation: Review claim files, policy documents, correspondence, and relevant materials.
* Customer Communication: Keep customers and relevant parties informed and updated throughout the complaint process.
* Regulatory Compliance: Ensure all complaints are addressed promptly and in compliance with regulatory standards.
* Root Cause Analysis: Conduct analysis to identify trends and underlying issues, reporting findings for business improvements.
* Continuous Improvement: Collaborate with teams to improve processes, enhance customer satisfaction, and protect the company's reputation.
Benefits include a generous health-insurance package, industry qualifications paid by the company (after a qualifying period), remote work flexibility, and a quality home office setup.
This is a fully remote role, primarily based in the UK.
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