Claims Handler

Purpose of Role

The role of Claims Handler is responsible for negotiating and managing the settlement process of a portfolio of claims from inception through to settlement.


Describe where this role fits in its complexity, strategic scope and autonomy


  • Processing new claims calls notifications in accordance with the procedures and policy cover, and capturing & recording them accurately on claims system
  • Guiding members on how to proceed with the claim and ensuring customers are treated fairly
  • Handling claims on a desktop basis within a handling authority limit, and referring claims of a more technical nature to more senior team members or Underwriting
  • Checking for possible fraud indicators and referring to senior management should suspicion be raised, and agreeing quantum within authorised parameters and ensuring fair settlement of valid claims
  • Reviewing cases and workflow in a proactive manner and taking action to move a claim forward
  • Adhere to legal requirements, industry regulations and customer quality standards set by the company, alongside an awareness of, and compliance with, service criteria throughout work


Sound knowledge of FCA requirements (including TCF) and the regulatory framework relating to claims

General understanding of motor claims handling

Excellent communication skills, both verbal and written

Negotiation and influencing skills

Good time management and organisational skills with the ability to prioritise work

Problem solving skills with the ability to adopt a logical approach to resolving problem, with a flexible ‘can-do’ attitude.

Strong customer service skills and complaint handling.

Good numeracy and literacy skills and computer literate

Ability to use own initiative and still work in a team and providing cover for other members of the claims department when they are away from their desk, out of the office or on leave

How to Apply

If you are interested in apply for this position please send your CV and a covering letter giving details of your experience and fit with this role to If you have any questions please contact us on 01892 888312.

Apply Now
  • 7 Maltings Place, 169 Tower Bridge Road, London SE1 3JB
  • +44 (0) 20 7043 0530
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