Background
AXA Insurance is one of the largest general insurers in the UK and underwrites a broad range of products for individuals and businesses. Products are distributed primarily through brokers and corporate partners, with a growing presence in the direct market through its website www.axa.co.uk and Swiftcover, the 100% online insurance provider. Our Morecambe office is the UK Centre for all of AXA's Household Insurance Claims. This vacancy has arisen due to the increasing proportion of complex claims being handled in Household Claims, t his is largely due to the increased frequency and severity of weather related claims.
The role
The purpose of this job is to manage a portfolio of Large and complex loss claims up to £250k and involves carrying out the triage of new claims including undertaking effective policy liability, legal liability and quantum assessment investigations resulting in speedy resolution of all claims in accordance with AXA Claims Settlement philosophy. In addition the role will involve supporting the technical development of claims handlers at all levels in Household. Key accountabilities are to; - Manage own portfolio of Large Losses and significantly technical complex claims, including cases that exceed £100k in value, in order to contribute to performance targets for business unit.
- Carry out desktop investigation of claims where appropriate to obtain quantum and liability information in order to make appropriate policy and legal liability decisions.
- Recommend the most appropriate use of the claims management process in order to settle claims minimising potential for increased costs.
- Recommend the most appropriate use of injury management process (C21) in order to settle claims minimising potential for increased costs when dealing with Personal Injury claims.
- Identify potential development & training needs for less experienced staff through validation surgeries, LLU referral meetings, discussions and review of files in order to contribute to individual training plans.
- Coaching and delivery of formal training or desk side support to case managers in order to build their knowledge and capability.
- Assist in quality and leakage audit programmes for the department in order to contribute to the delivery of continuous improvement in cost control and service delivery.
- Develop and maintain good customer relationships (internally & Externally) delivering excellent customer care through demonstration of effective communication skills.
- Appoint, liaise and develop good relationships with suppliers to ensure speedy resolution of claims at minimum cost.
- Participate in unit wide initiatives to improve performance in the department to achieve relevant KPIs. Handle underwriting queries based on the delegated authority agreement with the Household Underwriting Team.
Skills, knowledge and behaviour
- A Level or equivalent education.
- Ideally holding ACII qualification or equivalent professional qualification.
- A comprehensive technical background in Household claims covering all major property damage perils including specialist knowledge of both Personal Liability Claims (including personal Injury) and Subsidence.
- In depth knowledge of technical claims process, Policy and philosophy.
- In depth knowledge of legal process, complex liability and damage awards.
- Highly developed quantum assessment and negotiation skills.
- Proven ability to manage own portfolio of complex claims.
- Excellent communication skills with both internal and external contacts with superior customer service skills both in a verbal and written context.
- Sound knowledge of underwriting practice and philosophy, policy wordings and relationship issues..
Additional Information
- Help with relocation available.
- Annual bonus Scheme - typically 6% of annual basic salary.
- Joint contribution ('money purchase') pension scheme.
- 25 days holiday, increasing to 28 days by 5th year of service.
- Flexible benefits scheme.
- Internal promotion policy.
- 35 hour working week.
- Structured personal development.
- A comprehensive training package.
- Dress down days on Friday.
Contact Details: - Jamie Hersant, Senior Household Unit Manager, 01524 589473, jamie.hersantaxa-insurance.co.uk
- Simon Brinson, Resourcing Partner, 07974 833035, simon.brinsonaxa-insurance.co.uk
Please ensure that your application is completed and officially submitted on-line no later than the closing date. Successful applications will be acknowledged by email.
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