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 cases with a value up to £100k and involves carrying out triage of new claims including undertaking effective policy liability, legal liability and quantum assessment investigations resulting in speedy resolution of all Household claims in accordance with AXA Claims Settlement philosophy. Key accountabilities are to; - Manage own portfolio of Household claims 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.
- Management of 'Technical Household Claims' Specifically Subsidence, Public Liability, Personal Liability, Non-Disclosures, Underinsurance, Non Delegated Loss Adjuster Cases, Personal Accident & General claims which exceed £50,000 in value.
- Ensure compliance with best practice on claims portfolio including subsidence philosophy and C21 guidelines where appropriate.
- Recommend the most appropriate use of the claims management process in order to settle claims minimising potential for increased costs.
- Identify potential development & training needs for less experienced staff through referral discussions, review of files & MOSQUITO in order to contribute to individual training plans.
- Coaching and referral support to non-technical case managers in order to build their knowledge and capability.
- Handle technical and service complaints to resolution.
- Identifies and refers potentially fraudulent claims to SI team.
- Develop and maintain good customer relationships 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.
Skills, knowledge and behaviour
- A level or equivalent education.
- Ideally holding ACII qualification or equivalent professional Qualification.
- A background in Household/Property claims with experience in Liability and/or Subsidence advantageous.
- Knowledge of technical claims process, Policy and philosophy.
- Highly developed quantum assessment and negotiation skills.
- Proven ability to manage own portfolio of claims.
- Excellent communication skills with both internal and external contacts.
- 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
- Check the Employee Directory for full contact details.
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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