Insurance Claims Handler (High Net Worth)

To provide a high-quality, proactive and personalised service to high-net-worth customers throughout the subsidence claims journey.

Working closely with Subsidence Consultants and other stakeholders, the role provides the operational and customer coordination support required to ensure claims are managed efficiently, customers are kept fully informed, and agreed actions are progressed within required timescales. The role will act as an important link between the technical and operational aspects of a subsidence claim and the customer’s individual requirements, ensuring that communication, task management, financial information and claim records are accurately maintained.

• Work alongside subsidence consultants to support the day-to-day management and progression of subsidence claims.


• Develop and maintain strong, professional relationships with customers, providing a personalised and responsive service.


• Coordinate communications between customers, subsidence consultants, brokers, insurers and other relevant stakeholders.


• Ensure customers receive regular, clear and appropriate updates on the progress of their claim.


• Proactively identify customer concerns, potential delays or issues and escalate them appropriately.


• Arrange and coordinate appointments, inspections, surveys and other claim-related activities.


• Assist subsidence consultants with claim administration, customer coordination and the tracking of outstanding actions.


• Monitor claim milestones, agreed actions and key dates to ensure they are progressed within required timescales.


• Maintain accurate claim records and ensure all relevant documentation and correspondence is uploaded to the appropriate systems.


• Identify outstanding information or actions required from customers, subsidence consultants, contractors or other stakeholders.


• Escalate potential delays, service issues or risks to the appropriate person.


• Support subsidence consultants in ensuring that customers have a clear understanding of the next steps in their claim.


• Maintain accurate and up-to-date information across client and internal claim management systems.


• Upload and maintain hourly charge rates/fees and other agreed financial information in accordance with client requirements.


• Ensure fees, costs and chargeable activities are accurately recorded and maintained.


• Ensure tasks are correctly created, allocated, updated and closed within client systems.


• Maintain effective task management across allocated claims.


• Maintain accurate complaint logging and resolution records through central Crawford complaint systems (Workpro)


• Monitor outstanding actions and proactively chase relevant parties where required.


• Prioritise work according to customer requirements, claim urgency, contractual/service deadlines and business priorities.


• Support subsidence consultants with the preparation and issue of claim-related communications.


• Ensure communications are appropriately tailored to the expectations and circumstances of high-net-worth customers.

Essential:

• Demonstrable experience in claims handling, insurance, property, or a related customer-facing environment.


• Understanding of the claims lifecycle, including investigating circumstances, assessing information, making decisions and progressing claims to resolution.


• Ability to review and interpret information from a range of sources, such as reports, photographs, correspondence and estimates.


• Ability to communicate clearly and professionally, both verbally and in writing, with customers, contractors, suppliers and other stakeholders.


• Ability to manage a caseload, prioritise tasks and meet agreed deadlines and service standards.


• Good attention to detail, with the ability to maintain accurate records and identify relevant information.


• Ability to make evidence-based decisions within agreed processes, policies and delegated authority.


• Ability to handle sensitive or potentially distressing customer situations with empathy, professionalism and appropriate boundaries.


• Basic digital literacy and confidence using email, claims systems, Microsoft Office or equivalent software.

Desirable: 

• Experience specifically in subsidence, property damage or buildings insurance claims.


• Knowledge of common causes and indicators of building movement/subsidence, including cracking, drainage issues, vegetation and ground conditions.


• Experience working with loss adjusters, surveyors, structural engineers, contractors or other property professionals.


• Knowledge of relevant insurance principles, policy wordings and claims procedures.


• Relevant insurance qualification, such as CII, or willingness to work towards one.


• Understanding of relevant regulatory, compliance, data protection and treating-customers-fairly requirements.


• Experience identifying and supporting customers who may be vulnerable or require additional support.


• Experience working collaboratively across technical, operational and customer-service teams.