Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Ipswich


An exciting and varied role has arisen for a Senior Marine Shipowners Claims Handler within Claims Operations, Ipswich, reporting to the Marine Claims Manager.

Claims Operations is a cross locational team delivering high quality claims service to all clients, ensuring that Key Client Outcomes are delivered to pre-defined service standards.

The Role

Operational Delivery - Client Responsibility
- Ensuring that claims process outcomes for a defined portfolio of clients meet or exceed expectation through;
- Monitoring Key Client Outcome performance and taking appropriate action as required, to deliver pre-defined service standards
- Provide technical & service support to the client and internal stakeholders
- Produce accurate and updated renewal information for the Sales team and bespoke reporting / projects for the client
- Where appropriate, provide input on corrective action required to meet or exceed client expectation
- Monitoring underwriter / reinsurer / service provider performance and taking appropriate action as required, to deliver pre-defined service standards (including but not limited to Uncorrelated Cash and Bureau debt)
- Building constructive client and 3rd party relationships, under the guidance of Claims Manager / Claims Advocate (including but not limited to client / carrier relationship meetings)
- Understand the client's business and their requirements (operational and other)
- Maintain awareness of accounts, market developments, claims specific changes together with an understanding of the Key Client Outcomes and Service Delivery Targets within the BU
- Contribution to a continual improvement culture
- Provide input to and reference the Willis Quality Index, as appropriate and required

Operational Delivery - Claims Handling Responsibility
- Accountable for the servicing of an allocated portfolio of complex and / or sensitive claims, to meet or exceed client expectation through;
- Notification to insurers / reinsurers on receipt of a new claim advice, responding where required and providing advice to clients, as appropriate - working with Mumbai colleagues in delivery
- Manage and resolve client / carrier / internal day-to-day queries seeking assistance as required and from Claims Manager / Claim Advocates
- Work with the Claims Managers to ensure timely delivery of Key Client Outcomes
- Work with external parties to include Loss Adjusters, Surveyors and Solicitors to ensure timely delivery of Key Client Outcomes
- Communicate effectively with brokers / advocates to ensure that they chase up market related issues and outstanding broking without delay
- Negotiate and drive forward claims settlements with insurers / reinsurers, based on technical and market knowledge
- Ensure the secure, efficient and auditable handling of client monies
- Manage process of client service delivery, adhering to standardised Group policies and procedures and to agreed service standards
- Ensure adherence to standardised Group policies and procedures and other regulatory requirements

The Requirements
- Ideally, commercial insurance claims experience
- Preferably ACII qualified or working towards the ACII qualification
- Preferably educated to A level standard or relevant industry experience
- Excellent communications skills
- A desire to achieve
- Very good organisational and prioritisation skills
- Process and query management experience
- Compliance management experience

Equal Opportunity Employer

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