Claims Relationship Lead

We are a rapidly growing business that is passionate about our people and clients. Our purpose is to interact with clients in a more holistic and dynamic way and to challenge the norm. We have created an ecosystem that includes other like-minded professionals & we believe having great individuals in our business makes for a great client experience.

The purpose of the role is to lead the regional claims teams to deliver on our commitment of providing the best client claims services externally and internally.

Responsibilities

• Delivering on and demonstrating consistent client claims satisfaction.
• Delivering on and demonstrating adherence to our claims client journey.
• Championing our commitment to client appreciation and PACE values.
• Regular presence across regional trading locations.
• Actively participate and contribute towards group wide operational projects and support the delivery.
• Demonstrate an ethos of driving towards continuous improvement.
• Build & support positive working relationships between all regional teams and stakeholders.
• Work in keeping with the claims proposition and claims journey.
• Managing and supporting a regional team of Claims Advisers.
• Managing a case load of claims as required, including technical and complex claims.
• Supporting and Managing Key Account Client claims, including attending Client meetings, providing data analysis.
• Contributing to client tenders in conjunction with trading teams, as required.
• Providing feedback to our clients on claims trends, working with our risk management proposition to establish better outcomes, where required.
• Resolving complaints in accordance with business policies and procedures.
• Reviewing claims put forward by Claims Advisers for escalation and provide support.
• Collaboration with other regional leads/managers to ensure influx of claims are allocated to maintain service levels and appropriate technical support.
• Working closely with Kubiq to identify opportunities for collaboration and nomination.
• Motivating and driving performance of your people
  • Identification of individual training needs
  • Organising training and support to ensure appropriate skill within the team.
  • Adherence to service levels
  • Ensuring elevated levels of technical quality
  • Ensuring that claims are being progressed efficiently and effectively.
• Undertaking file audits for service and technical quality.
• Assisting our compliance partners with E & O’s.
• Utilisation of CXCO client surveys to promote a culture of feedback and learning.
• Identifying innovation and continuous improvement opportunities.
• Working with internal and external stakeholders to promote positive relationships.
• Support the Claims Manager with the recruitment of high performing Claims Advisers in accordance with business needs.
• Maintain own learning and CPD, ensure Claims Advisers maintain appropriate CPD.
• Alignment with Partners& values (PACE).

Qualifications

• Minimum Cert CII (Certificate in Insurance), Dip CII or ACII desirable.

Experience/ skills

• Strong working knowledge of claims management and operations.
• Competent user of Acturis including reporting functions desirable.
• An understanding of the claims business environment and business strategy.
• Working knowledge of service level agreements, customer satisfaction and technical quality.
• Experience of handling complex claims across various sectors.
• Skilled at developing internal and external relationships.