FNOL Case Manager

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