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TPA Claims Handler

Job Location



The Role:

To proactively manage and settle a portfolio of insurance claims across homebuyer protection, gadget, household and property lines as efficiently and economically as possible, whilst providing a market leading standard of service to customers and other stakeholders.

You are naturally expected to act in the best interest of Claims Consortium Group, our clients and customers at all times and discharge your role with professionalism and positivity.

Salary: DOE

Location: Stoke-on-Trent OR Taunton

Key Accountabilities:

  • To act as the first point of contact with policy holders wishing to make a claim under their home insurance
  • Create a claims file; accurately logging comprehensive details of the claim.
  • Handle claims queries in relation to policy cover, claims status, policy exclusions and excesses. Escalate more complex queries to team leaders.
  • Where appropriate investigate claims to ensure payments are made only where coverage is established.
  • Effectively handle all claims from registration to completion.
  • Use a variety of communication approaches to build rapport and a positive relationship to help manage the customer predicament and deliver the right outcome.
  • Proactively identify opportunities to develop internal systems and processes and, where appropriate, reduce costs whilst ensuring we deliver a quality, customer focused service to our policy holder
  • Ensure compliance with Financial Conduct Authority and Data Protection Act protocols and rules.
  • Manage customer complaints proactively; including difficult and complex cases, referring where necessary to Team Leader or Technical Specialist, and issuing Final Response Letters where appropriate.
  • To ensure the accuracy of reserves, file status and diaries.
  • Identify and report any concerns in relation to potential fraud or instances of identified fraud; take action as appropriate.
  • To negotiate effectively with stakeholders and suppliers to ensure a fair settlement is achieved for the customer and the company.
  • To identify potential recoveries and manage the end to end recovery process.

Skills & Experience:

  • Previous customer service experience
  • Investigation skills
  • Experience and knowledge of Home liability claims
  • Ability to identify and know how to manage claims leakage
  • Proven ability to use a range of skills to identify fraud
  • Able to demonstrate an understanding of the Financial Conduct Authority (FCA) and Data Protection (DPA) requirements.
  • Previous Insurance industry experience (Household) is highly desirable but not essential
  • CII Qualified to Cert CII level – desirable but not essential.
  • General building knowledge advantageous but not essential
  • Good IT skills with the ability to use multiple systems (Microsoft, bespoke packages)
  • Good communication skills (both written and oral)

Job Types: Full-time, Permanent

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  • Company Benefits
  • BHSF Health CoverBHSF Health Cover
  • Bike-to-Work SchemeBike-to-Work Scheme
  • Childcare VouchersChildcare Vouchers
  • Holidays28 Days holiday incl. 8 Bank Holidays
  • Pension SchemesPension Schemes
  • Employee of the MonthEmployee of the Month
  • Birthday OffReceive your Birthday Day off
  • Charity DaysCharity Days
  • Social ActivitiesSocial Activities
  • Dress DownDress Down
  • Plus many more...