Senior Claims Associate

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Senior Claims Associate Role Profile

Job title

Senior Claims Associate - Property/London Markets

Department

Claims

Location

Redhill, Surrey (with occasional travel to other UK offices)

Reporting to

Claims Director - South

Main purpose of job

The focus of a Senior Claims Associate's role is to deliver an exceptional level of claims handling and service for property claims up to £500,000 in value along with a variety of claims arising from the London Markets Team. The role involves managing the full claims lifecycle, supporting clients from notification through to settlement, and ensuring claims are processed efficiently, accurately, and in line with company standards and regulatory requirements. The Senior Claims Associate will act as a technical resource for internal stakeholders and external clients, providing expertise and guidance on property and London Markets claims as required. They will be supported and operate alongside Claim Technical Leads and Claim Directors to deliver the highest level of service.

Company Vision

"To build a large, European, independent, family-owned insurance brokerage group in which talents blossom and client satisfaction is continually high."

This role is pivotal in providing exceptional service when our clients need us the most.

Department Overview

The role supports the Claims Director and the broader Verlingue Claims Team in delivering our claims proposition for our rapidly expanding business across all UK sites. The team is regarded as the "shop window" of Verlingue and is responsible for delivering an exceptional claims service with is seen as a differentiator for our clients.

Verlingue Values

Exceptional

Being professional is expected; being exceptional makes us different. We are passionate about making our clients and each other feel special. We truly understand their needs and deliver an outstanding service every time.

Proud

We take pride in our work every day and always fulfil our promises. We're proud of our reputation for always acting with the highest ethical standards and this is our foundation for building long term relationships.

Inclusive

We value and recognise the diverse skills and individuality that everyone brings to Verlingue. We respect each other and enjoy working collaboratively to achieve the best outcomes.

These values are at the heart of our Claims Team and how we deliver our claims service.

Key Accountabilities

General Responsibilities

• Claim Presentation: Assist clients with the presentation of property and London Markets claims.
• Technical Skill: Demonstrate strong technical knowledge of property claims and London Markets processes.
• Client Meetings: Attend site visits and meetings with clients and interested parties as required.
• Settlement Negotiation: Negotiate and obtain settlement of claims, liaising with claimants, insurers, loss adjusters, and London Markets contacts.
• Policy Coverage Agreement: Pursue insurers or their suppliers to ensure early policy coverage agreement and swift claim resolution.
• Claim Management: Proactively manage a portfolio of property claims (up to £500,000) and London Markets claims, ensuring timely and accurate resolution within service standards.
• Dispute Management: Escalate matters as required within insurers and/or suppliers to ensure early and satisfactory solutions for clients, involving the Claims Director - South where appropriate.
• Cost Management: Carry out all activities efficiently and cost-effectively without compromising quality or client satisfaction.
• Teamwork: Support the broader Claims team to deliver on collective service standard commitments.
• Supplier Control: Drive insurers/suppliers to deliver on their service standard commitments.
• Act within Authority: Escalate claims outside of personal authority, complaints, or service issues to the Claims Director - South.
• Coaching: Mentor and support less experienced staff.
• Relationship Building: Develop and maintain strong working relationships with clients, colleagues, insurers, and London Markets contacts.
• Thought Leadership: Share knowledge and expertise with clients and the internal business on key subjects to enable interest and understanding.

Compliance / IT

• Comply with regulatory requirements, industry codes of practice, and company procedures.
• Ensure fair treatment of all clients.
• Manage potential conflicts of interest and escalate to line manager.
• Escalate complaints to line manager and complete complaints information on Acturis as instructed.
• Complete Broker Assess annually.
• Provide workflow information to line manager weekly as required.

Contribute to Good Relationships Across the Company

• Build good relationships with all colleagues.
• Participate positively in internal working groups and strategy meetings.
• Work with other areas of the business to ensure productivity.
• Provide day-to-day support and guidance for less experienced colleagues and encourage development by sharing knowledge.

Underlying Principles

• Actively contribute to and strive towards the delivery of the Claims Vision and overarching Company Game Plan.
• Demonstrate and be a role model for the Company's Values & Behaviours.
• Always look to add value in every aspect of your role.
• Take pride, accountability, and ownership of everything you do.
• Maintain a strong level of professionalism.
• Be a strong team player both within claims and for the wider business.
• Be an active listener and a problem solver.
• Actively participate and help build others up.

Person Specification

Essential

Qualifications

• DIP CII or equivalent qualifications

x

Skills, Knowledge & Attributes

• Relevant property claims handling experience, ideally including an understanding of London Markets claims

x

• Track record of attending client visits to assist with claims

x

• Strong technical knowledge of property insurance policy wordings and ideally London Markets processes

x

• Strong relationships within the market with insurer and ideally London Markets contacts

x

• Competence in Microsoft Office products

x

• Working knowledge of Acturis

x

• Aligned with Verlingue Values and Behaviours

x