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Commercial Motor Claims Handler

Job Description

Job Description

Our Commercial Claims team in Birmingham and Gloucester have an exciting opportunities for Motor Claims Handlers on a full time, permanent basis. Working within a dedicated team of claims handlers and reporting into the team leader, you will play a key part in our commercial customers, claims journey

Ways of working:

Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone.

We've ditched the daily commute for a virtual first approach. If you do come into the office, there are exciting workspaces and zones you can use, depending on the type of work you are doing

How much you'll be in the office depends on your role, and we'll consider the flexible working options that work best for you. Please get in touch with the team to discuss

In this role you will be expected to work from Birmingham or Gloucester office 1-2 days a week and the rest of your time, will be working from home (subject to change), This is a phone based role, with responsibility for actively handling the full life-cycle of Commercial Motor claims including: the validation, negotiation, fulfilment and settlement. Other responsibilities listed below:

  • Handling new claim registrations - First Notification of Loss of Motor Claims / Third Party Claims

  • Ensuring all new claims are registered in accordance with specific Broker SLA's (24/48 hours)

  • Capturing accurate and meaningful data to allow for the investigation, validation, repudiation and/or settlement of claims

  • Instructing relevant suppliers/investigators at the outset of the claim

  • Validating policy cover - ensuring clauses, warranties and endorsements are all considered. In some cases declining based on policy terms and conditions or where the identification of any potential elements of Fraud occur under the Motor policy

  • Making an accurate liability assessment and managing our customer's expectations

  • Responsible for activity on all relevant aspects of claims including Third Party Damage, Policyholder Damage, Credit Hire and Theft Investigation

  • Maximising cost control to negotiate the optimum claim settlement, convert all possible cases to repair network at outset of claim

  • Dedicatedly and professionally communicate with our customers and colleagues to handle expectations and achieve the appropriate outcome

  • Effectively lead Broker relationships, referring to Relationship Managers where required and keeping within guidelines and constraints

  • Ensuring the customer experience is at the heart of what you do, adhering at all times to the principles of Treating Customers Fairly

  • Taking ownership of and adhering to internal and external policies, procedures and governance, relating to customers, stakeholders and colleagues

Candidate Description

Do you have a background in handling Motor Claims and a real passion for delivering phenomenal customer service? Excellent claims handling is key to our success and this could be the opportunity for you to join one of the leading motor, home and small business insurers in the UK. Desirable skills and abilities are:

  • You will have to have previous motor claims experience including: investigation, negotiation and settlement

  • You will be customer focused and able to build strong working relationships with key stakeholders - both internally and externally

  • You will demonstrate a high attention to detail and the ability to gather accurate and relevant information

  • Strong interpersonal skills

  • Ability to prioritise and work to tight deadlines

  • You will bring knowledge of insurance principles, fraud and investigation

Employer Description

Direct Line Group is an equal opportunity employer. We value diversity and we're committed to making DLG a truly inclusive place to work.

We recognise and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. We know you're more than a CV, and the things that make you, you, can bring real potential to DLG.