Job Purpose/Role
Handle all standard claim types, in both lead and following capacity. Ensure claims are handled within authority limits, and in line with AZ Commercial Claims Standards, procedures, and guidelines. Utilise third party service providers to achieve economical results and to provide a high-quality service to all internal and external customers. Be a technical referral point for other Claims Handlers as well as develop and maintain strong relationships with brokers and clients.
Key Responsibilities
Claims Processing and Administration
- Input and maintain accurate claims records for designated accounts, within appropriate AZ Commercial Claims administration systems.
- Proactively review late/non-payment of premium and support credit control process with Underwriting / Accounts.
- Manage timely production of management information reports (e.g., monthly major claims movements) and proactively identify loss trends.
Investigation and Reserving of Claims
- Investigate standard claims, including coverage determination and evaluation of loss exposures.
- Determine appropriate reserving levels.
- Select and direct independent external service providers (e.g., Loss Adjusters).
- Proactively discuss and review contentious, large, and complex claims with fellow adjusters and management to obtain opinions/feedback.
Settlement
- Settle standard claims through payment or denial.
- Negotiate to ensure efficient and competitive settlement.
- Ensure unpursued claims are settled in accordance with settlement guidelines.
- Support subrogation processes.
Referrals and Compliance
- Ensure all claims handled within authority limits, and in line with AZ Commercial Claims Standards procedures and guidelines.
- Refer cases outside of authority level, preparing referral documentation and materials as appropriate.
- Support establishment of claims management procedures on new business accounts in association with clients, brokers, and loss adjusters.
- Undertake audits of external service providers as appropriate.
Market Management and Coaching
- Proactively support acquisition of new business and retention of existing business (including client and broker negotiations where necessary).
- Proactively liaise with MMC on market management initiatives.
- Attend industry functions.
- Act as a technical reference point and provide training/coaching to less experienced team members.
Relationship Management
- Positively represent AZ Commercial externally to the market.
- Proactively drive involvement of functional areas in Claims handling process, e.g., Underwriting, MMC, ARC, Operations.
- Develop and maintain strong relationships with key brokers and clients and other relevant stakeholders (e.g., third party adjusters).
- Effectively report and present loss and claims information internally and externally.
Key Experience/Requirement/Skills
Required Experience
- Good understanding of LoB products and portfolio with technical specialist knowledge. Management of systems (e.g., Genius).
- Good understanding of regional / local LoB insurance markets and competitor landscape.
- Established relationship building with brokers at peer group level.
- Understanding of legal and regulatory framework.
- Experience in working in complex, global matrix organization.
Required Education
- Preferably a degree in Economics, Law, or other appropriate discipline.
- Completion of professional insurance qualification (e.g., CII).
Technical Skills
- Products and Coverages: understanding in relevant products, wordings, terms and conditions and coverages.
- Claims Handling: knowledge of claims handling process from notification to settlement and recovery.
- Reserving, reinsurance, and coinsurance: knowledge of reserving principles and practices; robust understanding of coinsurance and reinsurance and application.
- Litigation: understanding of relevant legal processes and procedures, litigation management, litigation avoidance techniques (e.g., mediation).
General Skills
- Communication skills: Clearly and effectively express ideas and messages via speech or writing.
- Negotiation and conflict management: Ability to negotiate best position for AGCS, and client, often in contentious situations, managing conflicting priorities of various parties.
- Analytical skills: Ability to effectively absorb information from various sources, then analyse, study, or examine data in detail, and draw appropriate conclusions.
Languages
- English
- Fluency (able to negotiate) in local language is preferred.
