Quality Analyst Motor Claims Handler

Job description

Quality Analyst Motor Claims Handler

Position: Motor Claims Handler

Location: Dublin 18

Salary: Up to €65,000, depending on experience

Reporting to: Claims Team Leader / Claims Manager

Certification: CIP Qualified

Job Overview

The Motor Claims Handler will manage and process motor insurance claims to ensure a fair and efficient service for policyholders, controlling claims costs and maintaining quality standards. The role involves comprehensive claims investigation, assessment, and settlement, as well as overseeing quality control within the motor claims handling team. The Motor Claims Handler will work closely with customers, repair shops, and third parties to manage claims accurately and ensure that team standards align with company policies and industry regulations.

Key Responsibilities

1. Claims Assessment & Processing
• Manage motor claims from initial notification to final settlement.
• Gather required information, including incident details, photos, and police reports, to assess claims accurately.
• Investigate liability, validate claims, and confirm coverage in line with policy terms and conditions.
2. Customer Service & Communication
• Act as the primary contact for claimants, providing clear information about the claims process, timelines, and potential outcomes.
• Maintain high standards of customer service, addressing all inquiries professionally and empathetically.
• Provide regular updates on claim status, responding promptly to questions or concerns.
3. Collaboration with Third Parties
• Coordinate with external partners, such as repair shops, legal representatives, medical experts, and loss adjusters.
• Negotiate settlements with third-party insurers where applicable.
• Work with law enforcement and regulatory bodies to assist in fraud prevention.
4. Claims Investigation & Fraud Prevention
• Conduct thorough investigations to detect potential fraudulent claims.
• Utilize resources and tools to assess the legitimacy of claims, escalating suspicious cases when necessary.
• Work closely with the fraud investigation team to ensure effective fraud prevention and detection.
5. Quality Analysis & Team Support
• Monitor and evaluate the quality of work across the motor claims handling team, ensuring adherence to company standards and regulatory requirements.
• Identify and analyse quality issues or recurring errors, providing feedback and support to improve team performance.
• Develop and implement quality control measures, conducting regular audits and reviews to ensure consistency and accuracy in claims handling.
6. Resolution & Settlement of Claims
• Evaluate and negotiate settlements based on policy terms, conditions, and current market value.
• Ensure accurate and fair settlements in line with company guidelines and industry best practices.
• Approve payments and finalize settlements, ensuring claims are resolved within set timeframes and budgets.
7. Documentation & Reporting
• Maintain accurate, detailed records for each claim in compliance with company and regulatory standards.
• Prepare reports for management on claim trends, quality metrics, and improvement areas.
• Contribute to team meetings, sharing insights to support continuous improvement in claims handling and quality management.

Key Skills and Competencies

• Customer Service: Commitment to delivering empathetic, responsive support to customers.
• Analytical Skills: Strong analytical abilities for accurate claims assessments, fraud detection, and quality monitoring.
• Quality Control: Experience in quality analysis, with a keen eye for detail and standards compliance.
• Communication Skills: Professional communicator capable of conveying complex claims and quality feedback clearly.
• Negotiation Skills: Skilled negotiator for fair settlements and minimizing disputes.
• Problem-Solving: Strong problem-solving skills, especially in handling complex claims and quality challenges.
• Time Management: Proficiency in managing a high volume of claims efficiently.
• Teamwork: Collaborative approach, with the ability to support and guide team members to uphold quality standards.

Qualifications and Experience

• Education: Degree or diploma in insurance, business, law, or related field is preferred.
• Certification: Must be CIP Qualified (Certified Insurance Practitioner).
• Experience: Minimum of 1-3 years in a claims handling role, ideally within motor insurance, with experience in quality management a plus.
• Software Proficiency: Familiarity with claims management software (e.g., Guidewire, Claims Centre) and Microsoft Office Suite.

Additional Requirements

• Knowledge of Irish Insurance Legislation: Familiarity with the Consumer Protection Code and other regulatory frameworks.