12 Mar 2018

Full-Time Property Insurance Advisor (PIA) – Home based

Directline Group – Posted by AdminLondon, England, United Kingdom

Job Description

At Direct Line Group, we’re shaping the future. With a mission to make insurance easier and better value for our customers, we embrace change in all its richness and variety. It’s not just what we do; it’s how we do it. We bring our whole selves to work every day and embrace fresh thinking – after all, Britain is constantly changing and to protect the nation, we adapt with it.

Across our diverse brands – including Direct Line, Churchill, Privilege and Green Flag – change takes many forms. We appreciate the knowledge and skills that each one of us brings to the business. It’s hard not to be inspired by the things that make us unique. Boldness, curiosity and enthusiasm go a long way. And they’re helping us transform the industry we lead.

As part of this, we are now recruiting for a number of positions nationally to join our existing field force.  These include both Property Insurance Advisors (PIA) and Commercial Property Insurance Advisors (CPIA).

What being a PIA/CPIA involves:

  • Ownership & accountability for claims that require review by a Buildings expert, to include more complex and high value (up to agreed amounts) visit and desktop claims, utilising on site inspection and digital evidence including video and photographs to create a scope for repairs to facilitate settlement negotiation.
  • Compliance with policy cover/indemnity thresholds & business rules/record keeping/identify fraud following appropriate referral process/accurate reserving practice/diary/activity process/ repudiation process/recovery process/cheque accuracy /Payment Authorisation level 2/Self Auth/Duplicate payments/HET cost savings/claims cost control/management of aged debt.
  • Validation of claims that require a field based visit and repudiate claims in line with policy terms and conditions.
  • Support DLG Disaster Restoration and Recovery Specialist team to validate claims which require a field visit to ensure Indemnity coat control and to support the Customer journey.
  • Support Customer Relations where a DLG field visit is required to facilitate complaints resolution.
  • Continue to manage claims on a delegated authority basis up to agreed delegated authority limits, following a claim through to completion and settlement.
  • Negotiating a settlement with customers/brokers and arranging payments.
  • Manage customer/broker expectations by providing contact point, clear updates and communication in line with business rules.
  • Deliver high levels of Customer Satisfaction contributing to overall Customer Satisfaction through fair interpretation of the policy coverage, speed of response and expectation management and working collaboratively to improve the customer experience.
  • Maintain an accurate reserve throughout the life of the claim
  • Determine rectification works necessary and act as point of technical referral for any variation in scope of works required.
  • Point of contact for updates. Manage all claims to settlement, with close management of the customer’s/broker’s expectations. Focus on reviewing older claims and ensuring closure at the earliest opportunity.
  • Support commercial/home claims, involving a subrogated recovery element, by carrying out investigations and providing information relevant to possible recovery opportunities. Issue first letter of recovery.
  • Provide “on the ground” management of customer claims handling during severe weather events
  • Resource DLG Surge Support Vehicle (CHARLIE) and support PR opportunities identified by Press Office in connection with Surge Events and DLG response.
  • Identify, own and manage the risks involved in running our business appropriate to my role, in line with the DLG Insurance risk framework

Key Objectives:

  • Take ownership & accountability for the claim
  • Ensure appropriate handling of the claim and effective control of claims spend.
  • Manage instruction of fulfilment suppliers within SLAs
  • Manage customer/broker expectations
  • Keeping the customer experience at the heart of everything we do, ensuring adherence at all times to the principles of Treating the Customer Fairly.
  • Successful achievement of all business targets as set out within departmental measures.
  • Identify & support both subrogated and dual indemnity recovery opportunities.
  • Support Press Office activities to promote DLG and its Brands

Skills and Qualities you’ll need:

  • Previous experience in home/commercial claims is essential.
  • Ability to utilise digital evidence to facilitate claim settlements.
  • Able to negotiate effectively – by telephone and face to face.
  • Ability to work with limited supervision and proactively manage own case load.
  • Can understand problems and find solutions.
  • Effective communication skills both verbally and in writing.
  • Has an appetite for continuous improvement.
  • Knowledge of insurance principles, practices, building construction and repair methods is desirable.

Hours: 35 Hours per week

Career benefits and rewards

Rewarding you is really important to us, as well as offering a competitive salary and generous holiday entitlement; you can take advantage of a wide range of benefits. The best part is you can pick and choose the benefits to suit your own lifestyle, but also pass on some of the savings to family and friends. Here are just a few we have on offer:

  • A competitive salary, benchmarked against our competitors, which will grow as you do.
  • Pension 9% of your base salary, you can choose to contribute less or more than this, and anything you don’t wish to put in to your pension you can take as cash instead!
  • Private medical insurance (anyone can choose this through our flexible benefits scheme, and managers receive this as standard)
  • Attractive holiday entitlement
  • 50% off our Home, Motor and Pet insurance
  • Free Travel insurance
  • Free Green Flag breakdown cover
  • Flexible rewards including Life insurance, income protection, critical illness insurance, personal accident insurance
  • Retail card, with discounts at big name retailers
  • My Discounts – a discounts website for all our employees, with great discounts, cash back savings and offers across hundreds of brilliant  high street brands, travel, tickets, gym memberships and much more.

Who we are
Direct Line Group is an organisation with a clear mission: to make insurance much easier and better value for customers. We are one of the leading motor, home and small business insurers in the UK. We are home to some of the nation’s best-known brands, including Direct Line, Churchill, Privilege, Green Flag and NIG.

Closing Date: Ongoing

To apply for this available Job Vacancy please click here.

How to Apply

You can apply for this available Job by clicking the link above.

Job Categories: advisor. Job Types: Full-Time. Job Tags: Direct Line, Home Based, Job, london, and Vacancy. Salary: Competitive.

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