Claims Complaints Handler

at  The Granite Group

As a Claims Complaints Handler you will be responsible for managing and resolving a portfolio of customer complaints related to motor insurance claims in line with Consumer Duty, delivering high levels of customer satisfaction and maintaining the reputation of our company.
Job title: Claims Complaints Handler
Location: Liverpool or Sevenoaks
Working hours: Monday to Friday, 37.5 hours a week, between 8:30am to 5pm
Salary: £25,000-£32,500 plus an achievable annual bonus of £2000, paid quarterly

• Receive and acknowledge customer complaints regarding motor insurance claims, ensuring timely and professional communication throughout the process
• Investigate and assess the validity of complaints, reviewing relevant documents, policies, and claim details to gather all necessary information
• Liaise with internal departments, such as claims adjusters, underwriters, and legal teams, to gather additional information and resolve complaints effectively
• Conduct thorough investigations into complaints, including reviewing claim files, policy documents, correspondence, and any other relevant materials
• Communicate with customers and relevant parties involved in the claim to understand their concerns fully and provide updates on the complaint resolution process
• Analyse complaint trends and identify areas for improvement in claim handling processes, escalating systemic issues to management for appropriate action
• Work closely with the claims team to ensure that all complaints are addressed promptly and in compliance with regulatory requirements
• Provide comprehensive and accurate responses to customers’ complaints, explaining claim decisions, and offering appropriate resolutions or compensation when necessary
• Maintain detailed and accurate records of all complaint handling activities, ensuring adherence to data protection and confidentiality policies
• Collaborate with the complaints team to develop and implement strategies for improving customer satisfaction and reducing complaint volumes
• Ensuring that complaints are resolved to mitigate FOS escalations. Where FOS escalations have been made, handle and correspond with the Financial Ombudsman Service to resolve the complaint