Claims Handler

Full Time   Salary: £20,500

Manchester   Insurance


Home Claims Advisor


Salary £20’500 depending on experience



The Home team deal with all aspects of claims for the Business Home product.   They deal with first notification of a claim from the customer through to final settlement.  All claims are registered onto our system and no claim form is required.   The team will validate the claim at notification stage and instruct the appropriate supplier or negotiate a cash settlement.

Role Purpose

The Home Claims Advisor will play a key role in providing our Home policyholders with an excellent standard of customer service, whilst ensuring all claims are dealt within the terms of the policy cover.

The Advisor will deal with all aspects of home claims excluding large losses, underground services, travel and subsidence.  Delivery of the highest standards of customer care and satisfaction are paramount, combined with the requirement to focus on minimising the loss ratio.

Telephony 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.

Effectively persuade the customer to settle the claim in the most efficient way.

Ensure the claim is valid and covered by the policy.

Ensure the claim details are checked for possible fraudulent cases.

Convert policyholders to use our network of suppliers (or to settle in the most efficient way).

Effectively process and handle home claims excluding large losses, underground services, travel and subsidence.

Diarise and chase the claim to ensure settlement is reached expediently.

Existing Claims Handling

Handle a range of calls from existing customers.

Provide updates on the status of claims.

Answer calls within the service level stated to ensure the abandoned call rate is below the target set by the business.

Ensure that we comply with the Data Protection Act when recording information and ensure the customer declaration is always completed.

Effective use of influencing and negotiating skills.

Achieve an audit result at the required level.

Cross reference to the policy to ensure the policyholder has the required level of cover.

Ask probing questions and be aware of fraud indicators, raising any suspected fraudulent cases to Fraud Validators as appropriate.

Sell benefits of network of suppliers to achieve the conversion rate required by the team/business.

Effectively handle home claims up to the agreed limit, ensuring large losses, underground services, travel and subsidence claims are re-allocated to a Specialist/ Executive.

Set task in line with diary procedures whilst ensuring there are no outstanding diaries over the agreed service level.

Handle all enquiries as if it were the first call of the day. Be professional and courteous at all times

Provide updates on claims whilst managing the customer’s expectations. Drive the claim forward to settlement at all times.


 It is essential that the jobholder has knowledge of basic general claims handling. Demonstrable evidence of providing high standards of customer care are essential     in a customer facing environment.*

 Numeracy and literacy to GCSE level (Maths and English - Grade C and above) or equivalent


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