Property Insurance Advisor

Direct Line Group ,
London, Greater London
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Overview

Job Description

An exciting opportunity has arisen within the Digital team as a Property Insurance Advisor (PIA). This is a home working/peripatetic role for customer visits to cover the South and South East London area. A valid driving licence is required. What you will be doing The PIA will be utilised to review digital evidence from an online portal at desk and where appropriate visit customers to support them through the Claims journey. Key responsibilities * Take ownership & accountability for claims that require review by a buildings' expert. This will include more complex and high value claims (up to 50,000)utilising digital evidence including video and photographs to create a scope for repairs to facilitate settlement negotiation * Negotiate a settlement with customers and arranging payments * Potential to retain claims above 50,000 under supervision from Technical & Large Loss * Keep the customer satisfaction at the heart of everything we do, ensuring adherence always to the principles of Treating the Customer Fairly * Compliance with policy cover/indemnity thresholds & business rules including record keeping. Identify fraud following appropriate referral process. Handle instruction of fulfilment suppliers within SLA's * Validation of claims that require a field based scope visit and repudiate claims covered in policy terms and conditions * Support DLG Disaster Restoration and Recovery steams to validate claims which require a field visit to ensure Indemnity cost control and to support the Customer journey * Support Customer Relations where a DLG field visit is required to facilitate complaints resolution * Continue to lead claims on a delegated authority basis, following a claim through to completion and settlement, * Deliver high levels of Customer Satisfaction through fair interpretation of the policy coverage, speed of response and expectation management and working collaboratively with Customer Relations to improve the customer experience. * Maintain an accurate reserve throughout the life of the claim * Determine rectification works necessary and act as point of technical referral for any variation in scope of works required. * Point of contact for updates, progress and co-ordination of the claim, managing customer expectations during the claim lifecycle. * Support Home claims, involving a subrogated recovery element, by carrying out investigations and providing information relevant to possible recovery opportunities * Provide site management of customer claims handling during severe weather events * Resource DLG Surge Support Vehicle (CHARLIE) and support PR opportunities identified by Press Office in connection with Surge Events and DLG response. * Support during Surge may be outside core hours * Identify, own and manage the risks involved in running our business appropriate to this role, in line with the DLG Insurance risk framework Skills and qualities you'll need * Previous Home Claims Experience is critical * Ability to utilise digital evidence to facilitate claim settlements. * Able to negotiate effectively - by telephone and face to face. * Ability to work with limited direct supervision and actively manage own case load. * Ability to understand problems and find solutions. * Effective communication skills both verbally and in writing. * Personal drive for continuous improvement. * Knowledge of insurance principles, practices, building construction and repair methods is desirable. Working hours: 35 hours per week Monday to Friday (with 1 in 5 Saturdays and some bank holidays) Reward package includes a car allowance

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