Job Profile

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Position: Claims Handlers

Location: Sotomarket, Oficinas 10-14, Urbanización Sotogrande, 11310 San Roque, Cádiz

Report to: Claims Manager

Roles, Key accountabilities, Duties Responsibilities and

The role of an insurance claims negotiator is to deal with all aspects of insurance claims on behalf of Policyholder (ranging from but not limited to Motor; Household; Pet and Travel Insurance).  If a Policyholder is insured and the policy conditions are met, the claim handler will be responsible for ensuring that the Policyholder receives the appropriate compensation
The claims negotiator handles the relevant documentation, ensuring that the process runs smoothly and that the insured client receives the compensation as quickly as possible.

The key accountabilities of the post are as follows :-

• Answer all incoming call enquiries in an efficient, expedient and customer focused way, ensuring that the customer receives a professional service at all times.
• Ascertain relevant claim details and record them accurately to ensure the quality is to a high standard.
• Assess circumstances and responsibility to ensure the claim is dealt with correctly.
• Effectively persuade the customer to settle the claim in the most efficient way.
• Ensure all relevant questions are asked and information is recorded accurately to ensure other handlers can take the claim forward easily with no re-work required.
• Ensure the claim is valid and covered by the policy.
• Ensure the claim details are checked for possible fraudulent cases.
• Convert policyholders to use company network of suppliers (or to settle in the most efficient way).
• Effectively process claims received in writing from Third Parties, Third Party insurers, solicitors and representatives.
• Experience/Knowledge/Skills required:
• Numeracy and literacy
• Computer skills (including the Internet).
• Planning & Organisational skills
• Customer Focus and Teamwork
• Drive for Results
• Excellent Communication (including influencing and negotiating)
• Fluency in written and spoken Spanish and English
• The Claims Negotiators should be happy taking ownership of claims in order to deliver customer requirements, and would thrive on applying judgement in order to reach a satisfactory resolution.
• Curiosity for information
• Ability to Negotiate
• Logical thinker
• Highly organised
• Methodical
• Articulate
• Motivated
• Enthusiastic, hard working and resilient under pressure.
• Flexible.
• Be able to deal sensitively, assertively and calmly with customers who may be distressed, angry or aggressive
• Work accurately with attention to detail

The key duties of the post are as follows :-

• Delivery of the highest standards of customer care and satisfaction are paramount, combined with the requirement to make decisions about the Policyholder's responsibility, in order to deal with the validity of a claim.
• To answer the telephone, using own judgement on the referral of callers to a senior colleague and ensuring that information given is accurately recorded
• To register and open new claims on day of receipt
• To handle incoming post from insurers, clients, uninsured loss providers and third parties
• To update records as claim progresses
• To oversee claims from allocation to settlement
• To appoint engineers/loss adjusters as required and liaise with them as necessary
• To ensure that all supporting paperwork / reports correlate with the claim file e.g. engineer reports are consistent with the nature of the impact and the damage sustained
• To ensure all third party correspondence is actioned and to liaise with third parties where applicable
• Checking claims and inputting details to a computer system and ensuring that all details are entered into the appropriate fields 
• Telling customers how the claim will affect the terms of their policy or their premiums in the future
• Gathering more information when necessary, such as receipts, photographs or jewellers’ valuations
• Arranging payments where claims are straightforward and within agreed payout limits
• Claims Negotiators may also carry out some investigations and liaise between solicitors, insurers and clients before agreeing to pay out in claims.
• Where claims are doubtful or higher than the payout limit, claims negotiators will refer the case on to a manager.

Inter-Relations

Chairman
Managing Director – Iberian
Assistant Claims Manager
The Management Team
Finance/Accounts Staff

Working Conditions

To be based out of the Sotogrande Office between 9 – 17:30.  You may have to work outside normal hours and may have to stay away from home.

Please note that because of the changing nature of our business the job description will inevitably change. You will, from time to time, be required to undertake other activities of a similar nature that fall within your capabilities as directed by management.