As an accident claims handler, you'll be involved in managing a claim from the start through to settlement, making decisions on the extent and validity of a claim, and checking for any potentially fraudulent activity.

You'll coordinate services that may be required by policyholders following an accident.

Responsibilities

As an accident claims handler, you'll typically need to:

• provide advice on making a claim and the processes involved
• process new insurance claims notifications
• collect accurate information and documents to proceed with a claim
• identify reasons why full payment may not be made
• monitor the progress of a claim
• investigate potentially fraudulent claims
• liaise with solicitors, as well as other legal and claims professionals, and negotiate the terms of a claim
• prepare an initial estimate of costs and then closely monitor and keep a record of costs
• get advice from external specialists, such as loss adjusters and forensic accountants, on complex cases
• ensure fair settlement of a valid claim
• ensure the customer is treated fairly and that the customer receives excellent service in accordance with industry and company guidelines
• handle any complaints associated with a claim

Senior claims handlers may also need to:

• manage a team of claims handlers
• seek legal recovery of monies paid out
• take responsibility for productivity and profit
• get involved in loss adjusting activities and in legal discussions relating to settlement.

Working hours

The working week is typically 40 to 50 hours. Office hours can be Monday to Friday, although shift work, including evenings and weekends, may be required.

What to expect

• Work can be based in an office or contact centre.
• The job involves working to tight deadlines, working under pressure and using technology.