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Field Insurance Advisor

Churchill Court, Bromley, BR1 1DP
Full time
The role

An exciting opportunity has arisen within the Digital team as a Field Insurance Advisor.

This is a home working/peripatetic role for customer visits to cover South London/Surrey area and the successful applicant will ideally live in this region and a valid driving licence is essential.

What you will be doing

The Field Insurance Advisor will be handling Home, SME & Commercial claims by reviewing digital evidence from an online portal

Carrying out field customer visits where additional support is required, including vulnerable customers and other ad-hoc visits

Complete desk and field-based supplier audits to ensure quality of workmanship and accurate invoicing is adhered too

Resource DLG Surge Support Vehicle (CHARLIE) and support PR opportunities identified by Press Office in connection with Surge Events and DLG response where insured properties have been impacted

Deliver high levels of Customer service resulting in class leading Net Promotor Scores

You must have extensive knowledge and experience in Field adjusting, Home, SME & Commercial policies, interpretation, buildings and contents quantum, negotiation skills, creation of repair propositions using current construction methodology, fraud identification, Insurance Principles & Practice

What being a Field Insurance Advisor is like;

You will take ownership & accountability for claims up to £50,000 on Home and £15,000 on Commercial utilising digital evidence including video and photographs to create a scope for repairs to facilitate settlement negotiation and where required conducting the same process during a field visit

Potential to retain claims above Delegated Authority under supervision from Technical & Large Loss

Identify the optimal claims settlement solution for our customers utilising our supply chain where appropriate.

Compliance with business rules on but not limited to policy cover, indemnity, records management, reserving, diary management, activity process, repudiations, recovery, payments & GDPR

Support our Disaster Restoration and Recovery teams to validate all claims which require a field visit to ensure indemnity cost control and to support the Customer journey

Support Customer Relations where a field visit is required to facilitate complaints resolution

Take ownership of informal complaints on claims with your involvement and provide summaries

for formal Commercial complaints to enable complaint resolution

Determine rectification works necessary and act as point of technical referral for any variation in scope of works required

Support Home and Commercial claims involving a subrogated recovery element, by carrying out investigations and providing information relevant to possible recovery opportunities

Maintain relationships with Operational areas, aiding office based Home and Commercial claim handlers where required

Provide technical support to Area Managers to help them maintain the working relationship with our Home Repair Network

Adherence to Treating the Customer Fairly principles

Take ownership for building and maintaining your own capability including BDMA accreditation

Identify, own and manage the risks involved in running our business appropriate to the role and in line with the DLG risk framework

Skills and Qualities, you'll need:

  • Previous experience in home/commercial claims is critical.
  • Previous loss adjusting experience
  • Ability to utilise digital evidence to facilitate claim settlements.
  • Able to negotiate effectively - by telephone and face to face.
  • Ability to work with limited direct supervision and actively handle own case load.
  • Ability to understand problems and find solutions.
  • Effective communication skills both verbally and in writing.
  • Personal drive for continuous improvement.
  • Knowledge of insurance principles, practices, building construction and repair methods is desirable.

Working hours: Monday - Friday

Reward package includes up to 10% annual bonus and a car allowance