Claims Handler

job description:
Hiscox is an international specialist insurer and reinsurer. We provide market leading products and excellent service to individuals and businesses with unusual and often complicated insurance needs. A FTSE 250 company, we can trace our roots to the Lloyd’s market in 1901.

We cover reinsurance and insurance risks that range from marine, terrorism, aerospace, technology, media and professional indemnity through to high value personal insurance, such as homes and contents, fine art, luxury motor, and kidnap and ransom, and are market leaders in many of our chosen areas

**The Role**
**The main objectives of this role are to support our Volume Claims Service Claims Manager by providing an efficient, high quality claims service for High Volume Low value Claims where the Hiscox brand is central to our promise in claims handling.

As a Claims Handler you will deliver a high quality service to clients and their brokers; whilst maintaining and enhancing the Hiscox reputation for its claims handling service. The role will include direct communication with the Insured and our Intermediaries, managing the relationship with policyholders, assessing the size of the claim and its potential severity. The emphasis is on providing a fast track, yet extremely customer focused, claims handling service whilst actively managing indemnities spent.

In addition to managing your own claims you will have regular contact with underwriters and brokers to understand and improve the level and quality of service.

This role is based in our European Shared Service Centre (ESSC) in Lisbon that provides centralized services for our teams across Europe and will report directly to the Lisbon Claims Manager.

The role will also need to interact and assist with the various teams across Europe.

**Key responsibilities**

Your key responsibilities are divided along the following core activities (these may evolve over the course of the growth of the portfolio):
**Claims Management (70%)**
- Advise and direct claims investigation to ensure the effective and timely resolution of claims within our agreed standards. All this is done with respect for both the Hiscox Values, Philosophy and interest, as well as Hiscox’ General Conditions and specific law applicable, favouring the most fair and amicable solution for our insured.
- Review loss investigation on all claims. Select and actively manage the involvement of lawyers, In field Adjusters and associated costs. Seek ways to ensure added value & appropriate spend.
- Handle recoveries and insure Hiscox capacity to deal with recoveries in way, preserving the interest of Hiscox to the most.
- Manage, monitor and review losses and authorize the settlement of claims exceeding the delegated authority of Third Parties Administrators when applicable or other claims staff to ensure the relevant level of authority is exercised.

**Process, Administration and Quality of Service (30%)**
- Support the Lisbon Claims Manager with proactive support with the management of the Claims portfolio in the Volume Service in Lisbon.
- Identify and implement processes and procedures that improve the team’s performance to deal with business growth/increased number of claims.
- Identify emerging issues, formulate recommendations to the Lisbon Claims Manager, and develop appropriate action plans on your portfolio.
- Manage, handle, and respond to, Insured/Broker complaints and/or queries for all claims in your portfolio.
- Reviews of In-Field Adjuster (IFA) activity to monitor quality, delays and reports to agreed Service Levels.
- Ensure all Third Party Administrator’s adherence to claims administration agreement requirements, terms, and conditions, as required through regular audits and/or through other means.
- Conduct claim file reviews / audits to ensure optimal claim handling performance of your portfolio.
- Monitor IFA activity for the Lisbon Claims Manager and report on Service Levels.
- Chase-up IFA’s on progress.
- Undertake actions to ensure the overall portfolio is actively managed; diary management, review of old claims, pursuit of recoveries etc.
- Regularly provide am efficient reporting on the portfolio status and evolution.
- LI-POST

person specification:
**Person Specification**
- Have a professional qualification with some experience working in an international commercial organisation. Working across multiple countries would also be of interest.
- Native in French** **(or equivalent - excellent written and verbal communication skills). Fluent in English (required) and Portuguese.
- Be creative, proactive and innovative - do not accept the status quo.
- Be highly results driven, with the energy and determination to succeed in a very fast paced environment where the pace of response and leadership is critical to success.
- Have good organizational skills and the ability to work in a methodical manner and meet deadlines.
- Ability to keep your cool under pressure and deal with demandin