Damage Assessment Handler

Job Description

Position:               Damage Assessment Handler

Department:         Damage Supplier Services  

Reports to:           Damage Assessment Manager

Brief Outline of Job

An exciting opportunity to challenge yourself in a varied role. As a Claims Damage Assessment Handler, you will be able to identify repairable and unrepairable vehicles and direct them accordingly for the most effective customer journey, assist our network of approved repairers with queries, support in settling claims which do not fit the traditional criteria of repair or total loss and be a technical expert for unrelated damage referrals or modification claims and queries. You will be adaptable dependant on the needs of the department and business. This will require you to be able investigate referrals in an effective and efficient manner to determine if damage is consistent to the incident circumstances and record “savings.” Have good attention to details and the ability to manage workloads effectively, whilst ensuring customers’ expectations are managed to deliver the best customer journey.

Main Duties and Responsibilities

• Provide instructions to claims investigators, and any other experts where necessary.
• Provide excellent service to our customers.
• Determine whether the policy cover applied and if so, the extent to which it is restricted by limits, conditions and excesses.
• Ensure that procedures issued within the Claims Department are followed.
• Refer all claims which exceed their decision-making authority to a Team Manager and implement any given instructions.
• Ensure that all claims are handled efficiently, by meeting service standards that are laid down.
• Investigate unrelated damage claims referred by engineers, whilst keeping customers updated regarding any elements of damages we deem not covered.
• Investigate and attempt to resolve all handler complaints within CRS period.
• Ensure the applicable customers and/or engineers and repairers are updated with all decision outcomes.
• Ensuring our network repairers are following the correct processes for queries.
• Working closely with network executives to escalate network repairer queries or feedback as appropriate.
• Liaising with our inhouse engineering team.
• Reviewing damage reported/gained at FNOL to determine how to proceed with a claim.

Skills

• A good knowledge of technical procedures is required.
• Professional, friendly and empathetic telephone manner
• Strong decision-making skills.

Experience

• Previous claims experience is desirable
• A good understanding of the workings and/or parts of motor vehicles is desirable