Commercial Property Insurance Advisor

DIRECT LINE INSURANCE GROUP PLC ,
London, Greater London
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Overview

Job Description

An exciting opportunity has arisen within the Digital team as a Commercial Property Insurance Advisor (CPIA). This is a home working/peripatetic role for customer visits to cover the East and South London area. A valid driving licence is required. What you will be doing The CPIA will visit insured properties to support our customers through the Claims journey, also reviewing digital evidence from an online portal at desk where a visit isn't required. They are responsible for the control of claims costs to ensure the customer is indemnified in line with Policy cover, instruction of Suppliers and handling the progress of ongoing repairs. Commercial PIAs will own the customer journey involving contact with Broker and control indemnity costs on all claims which are allocated to them which will include Buildings, Contents, Stock in trade, Plant & Machinery, Business Equipment, Profit Loss, Business Interruption claims across all DLG brands. What being a CPIA involves: * Taking 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 * Negotiating a settlement with customers, Brokers, handling agents, tenants and leaseholders and arranging subsequent payments * Keeping the customer satisfaction at the heart of everything we do. * Compliance with policy cover/indemnity thresholds & business rules including record keeping. Identifying fraud following appropriate referral process. Handling 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 * Supporting 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 * Taking ownership of informal complaints on Commercial claims with your involvement and provide summaries for formal Commercial complaints to enable complaint resolution * Continue to lead claims on a delegated authority basis, following a claim through to completion and settlement * Delivering 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. * Maintaining an accurate reserve throughout the life of the claim * Settling rectification works necessary and act as point of technical referral for any variation in scope of works required * Support Commercial 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 where Commercial properties have been impacted * Support during Surge may be outside core hours * Identify, own and handle the risks involved in running our business appropriate to this role, in line with the DLG Insurance risk framework * Provide technical support for Home Property Insurance Advisors who have been cross skilled in Commercial claims * Maintain relationships with Commercial Operational Areas, aiding office based Commercial claim handlers where required * When volume instructs provide support to your Home Property Insurance Advisors. Skills and Qualities you'll need: * Previous experience in home/commercial claims is critical. * Previous loss adjusting experience * 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 handle 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: Monday - Friday Reward package includes up to 10% annual bonus and a car allowance

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