Insurance Claims Handler (High Net Worth)
Full Job Posting
Qualifications
- Essential:
- Demonstrable experience in claims handling, insurance, property, or a related customer-facing environment.
- Understanding of the claims lifecycle, including investigating circumstances, assessing information, making decisions and progressing claims to resolution.
- Ability to review and interpret information from a range of sources, such as reports, photographs, correspondence and estimates.
- Ability to communicate clearly and professionally, both verbally and in writing, with customers, contractors, suppliers and other stakeholders.
- Ability to manage a caseload, prioritise tasks and meet agreed deadlines and service standards.
- Good attention to detail, with the ability to maintain accurate records and identify relevant information.
- Ability to make evidence-based decisions within agreed processes, policies and delegated authority.
- Ability to handle sensitive or potentially distressing customer situations with empathy, professionalism and appropriate boundaries.
- Basic digital literacy and confidence using email, claims systems, Microsoft Office or equivalent software.
- Desirable:
- Experience specifically in subsidence, property damage or buildings insurance claims.
- Knowledge of common causes and indicators of building movement/subsidence, including cracking, drainage issues, vegetation and ground conditions.
- Experience working with loss adjusters, surveyors, structural engineers, contractors or other property professionals.
- Knowledge of relevant insurance principles, policy wordings and claims procedures.
- Relevant insurance qualification, such as CII, or willingness to work towards one.
- Understanding of relevant regulatory, compliance, data protection and treating-customers-fairly requirements.
- Experience identifying and supporting customers who may be vulnerable or require additional support.
- Experience working collaboratively across technical, operational and customer-service teams.
Responsibilities
- Work alongside subsidence consultants to support the day-to-day management and progression of subsidence claims.
- Develop and maintain strong, professional relationships with customers, providing a personalised and responsive service.
- Coordinate communications between customers, subsidence consultants, brokers, insurers and other relevant stakeholders.
- Ensure customers receive regular, clear and appropriate updates on the progress of their claim.
- Proactively identify customer concerns, potential delays or issues and escalate them appropriately.
- Arrange and coordinate appointments, inspections, surveys and other claim-related activities.
- Assist subsidence consultants with claim administration, customer coordination and the tracking of outstanding actions.
- Monitor claim milestones, agreed actions and key dates to ensure they are progressed within required timescales.
- Maintain accurate claim records and ensure all relevant documentation and correspondence is uploaded to the appropriate systems.
- Identify outstanding information or actions required from customers, subsidence consultants, contractors or other stakeholders.
- Escalate potential delays, service issues or risks to the appropriate person.
- Support subsidence consultants in ensuring that customers have a clear understanding of the next steps in their claim.
- Maintain accurate and up-to-date information across client and internal claim management systems.
- Upload and maintain hourly charge rates/fees and other agreed financial information in accordance with client requirements.
- Ensure fees, costs and chargeable activities are accurately recorded and maintained.
- Ensure tasks are correctly created, allocated, updated and closed within client systems.
- Maintain effective task management across allocated claims.
- Maintain accurate complaint logging and resolution records through central Crawford complaint systems (Workpro)
- Monitor outstanding actions and proactively chase relevant parties where required.
- Prioritise work according to customer requirements, claim urgency, contractual/service deadlines and business priorities.
- Support subsidence consultants with the preparation and issue of claim-related communications.
- Ensure communications are appropriately tailored to the expectations and circumstances of high-net-worth customers.
About Crawford & Company Australia Pty Ltd
Global provider of claims management and outsourcing solutions.
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