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FNOL Case Manager

Head Office

Core Responsibilities


  • Delivering exceptional customer service
  • Delivering excellence against the key measures of claims handling time, cost control, and customer satisfaction
  • Engaging with customers, insurance companies, brokers and the wider supply chain
  • Acting as focal point for internal and external parties, ensuring customer demands are fully met
  • Handling claims promptly and fairly in line with our customers agreed philosophy. Handling and recording all complaints in line with customers’ requirements.
  • Providing guidance and support to the policyholder when they are making a claim
  • Managing claims within your authority whilst working in line with claims and technical handling guides
  • Actively managing a case load of claims
  • Regularly reviewing and reporting on an individual claims case load
  • Communicating, interacting and managing the expectations of customers, insurance companies, brokers and members of the wider insurance supply-chain
  • Identifying complaints, acting upon them and resolving them in line with company policy
  • Identifying fraud and recoveries and reporting it as per agreed guidelines

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