Customer Service Claims Handler - Household

Job Title: Customer Service Claims Handler - Home Insurance Contract Type: Permanent, full time or part time Salary Range: £24,100 increasing to £27,100 over 30 months Location: Eastleigh #SmartWorking Closing Date for applications: 17th January 2025  Our Household Claims department is a supportive and dynamic environment that delivers first class customer service at a time when our customers need us the most. We are looking for people who pride themselves on problem solving, are able to adapt to challenging circumstances demonstrating resilience and strives to get the right outcome for our customer. They work hard to improve themselves and support others. If you thrive on engaging with customers over the phone and have a positive telephone manner, then this could be the opportunity for you! 

Our Claims Handler role is the ideal opportunity to develop your career within an award-winning Insurance Company, who has been recognised as a UK Top Employer again for 2024!

Please note you will be working shifts Monday – Saturday. Your rota will be provided to you 4 weeks in advance. 

Salary £24,100 increasing to £27,100 in increments on completion of our 30 months’ pay progression scheme.

Household insurance is there to help customers who have suffered losses caused by events such as theft, accident, fire, flood and storm. Our Household department is a busy and vibrant environment where our colleagues are encouraged to work proactively to resolve claims in the most time efficient and cost-effective manner. 

As a Claims Handler you will be responsible for dealing with new and existing claims. You will ensure that these are handled accurately and efficiently gathering all relevant information and evidence of the loss through quality conversations with our customers. You will be exploring the extent and validity of a claim using sound judgement to make good quality decisions on a wide range of claims. The work is varied and involves using validation tools to improve efficiency and the overall claims journey.   Main Responsibilities as Claims Handler - Home Insurance: 

• Engage with customers via the telephone to provide a high-quality claims service that strives for excellence. 

• Make informed decisions regarding paying and rejecting claims up to handler authority limit, managing customer expectations and delivering updates with empathy. 

• Liaising with Policy Holders, Brokers, Underwriters, Loss Assessors, suppliers and other parties. 

• Identify the indicators of fraud and use questioning/investigation techniques to see if the claim can be progressed to payment or repudiation. 

• Take ownership of complaints and record details accurately and resolve where possible in line with company policy. 

• Compliance with all company and Industry regulations. 

• Ensuring you are treating customers fairly and acting in a professional manner.

Skills and experience you need as Claims Handler - Home Insurance 

• Positive attitude with a flexible and resilient approach to change. 

• Excellent communication skills, written and verbal with the capability to write complex letters in line with company standards. 

• Demonstrate a high level of professionalism, integrity and commitment. 

• Ability to negotiate and influence others whilst maintaining an empathetic approach. 

• Make good judgements throughout the claims journey and demonstrate the ability to work under pressure. 

• Ability to use own initiative when prioritising your workload and ensure that you take a proactive approach when settling claims. 

• Strong attention to detail and accuracy when communicating with customers both written and verbally. 

• A natural ability to manage conflict with an investigative mind in order to solve customer enquiries 

Here are some of the benefits you can enjoy within the Claims Handler - Home Insurance role based in Eastleigh:  

At Ageas we offer a wide range of benefits to support you and your family inside and outside of work, which helped us achieve, Top Employer status in the UK. Flexible Working - Smart Working @ Ageas gives employees flexibility around location (as long as it’s within the UK) and, for many of our roles, flexibility within the working day to manage other commitments, such as school drop offs etc. We also offer all our vacancies part-time/job-shares . We also offer a minimum of 31 days holiday (inc. bank holidays) and you can buy and sell days.