Senior Claims Handler

Dallinghoo, Woodbridge
15 Feb 2019
19 Feb 2019
Job role
In this role you will deliver 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
  • Providing guidance at First Notification of Loss to claims handlers
  • Quality checking of client / carrier communication from claims handlers, prior to release by WTW, as appropriate
  • Ad hoc technical & service support to the claims handler and client
  • Supporting claims handlers in conjunction with Claims Advocates, to 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
  • Quality Assurance review of claims handling and / or calibration of Quality Assurance programmes
  • 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
  • Support Sales team in conjunction with Claims Advocates by producing accurate and updated renewal information
  • Ensure the secure, efficient and auditable handling of client monies
  • Ensure that all Financial aspects (including but not limited to Uncorrelated Cash and Bureau debt) are managed and where possible pre-emptive action is taken at an appropriate level to avoid such issues occurring
  • 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, including all WEM and other regulatory requirements

The Requirements
  • Ideally, commercial insurance claims experience and it would be desirable but not essential to have some experience in Aviation or Transportation claims
  • Ideally, some experience of working with the London Market
  • Process and query management experience
  • Compliance management 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

The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas - the dynamic formula that drives business performance. Together, we unlock potential. Learn more at

Willis Towers Watson is an equal opportunity employer Willis Towers Watson believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at Willis Towers Watson.

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