Insurance Claims Handler (High Net Worth)

To provide a high-quality, proactive and personalised service to high-net-worth customers throughout the subsidence claims journey.

Working closely with Subsidence Consultants and other stakeholders, the role provides the operational and customer coordination support required to ensure claims are managed efficiently, customers are kept fully informed, and agreed actions are progressed within required timescales. The role will act as an important link between the technical and operational aspects of a subsidence claim and the customer’s individual requirements, ensuring that communication, task management, financial information and claim records are accurately maintained.

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.