ABOUT US

Trinity Claims delivers a dedicated, end-to-end claims management service exclusively for our sister company, Policy Expert. Combining cutting-edge proprietary technology with the highest standards of customer care, we provide seamless support from the very first point of contact through to final resolution, ensuring customers feel supported every step of the way.
Our team of experts have earned the trust and confidence of thousands of customers by consistently delivering results. With a 4.5-star Trustpilot rating, we’re proud to be recognised for our commitment, expertise, and determination to go above and beyond when it matters most.
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KEY REQUIREMENTS:

• At least 2 years experience in a Customer Service role.
• Previous claims experience is desirable but not essential

ABOUT THE ROLE

To advise policyholders on general queries and insurance claims issues for relevant or related peril, and to provide world class, full lifecycle claims handling and to act as the primary customer contact in managing a portfolio of fast-moving, household claims

KEY RESPONSIBILITIES:

• Respond to Policyholder portal messages professionally and within our agreed SLA
• Advise policyholders on general queries and insurance claims issues for relevant or related peril
• Build policy-holder confidence by developing rapport and listening to each and every policy holder specifically.
• Check that the policy covers the claims.
• Take a methodical approach to each claim and working through the processes with each policy holder.
• Request and gathering documents and information from customers such as receipts, photographs, or accident reports.
• Arrange for payment to be made within authority levels.
• Manage a high-volume portfolio of fast paced claims through prioritising by individual circumstances from set up to settlement.
• Liaise between internal teams, third party suppliers and policy holders, ensuring that all are updated to ensure the smooth and timely progression of claims.
• Perform basic fraud checks and escalating any fraud alerts or suspicious circumstances to the Counter Fraud team.
• Manage multiple activities by prioritising important and urgent tasks whilst maintaining the focus on the policy holder.
• Negotiate settlement of claims both verbally and in writing.
• Assist with overflow calls during peak times where necessary.
• Constantly seek improvements in how we deliver excellent customer service.
• Ensure that SLA’s and KPI’s are met and maintained consistently.
• Undertake any individual or team task or activity reasonably requested and in line with the company values