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Policy Review Specialist
Haywards Heath
£21,000
Working with a commercial insurance group experiencing significant regional growth, are seeking an individual to join the Policy Analysis Team to manage referrals from a variety of sources relating to misrepresentation, non-disclosure and potential indemnity concerns, within agreed authority levels and within agreed SLA.
Key Responsibilities & Accountabilities:
• Investigate all cases of potential misrepresentation and non-disclosure at policy inception and claims stage through to completion received via a variety of referral sources into CFS; working to agreed SLA’s and following the Policy Validation Guide and CFS Procedure documents Investigate the validity of customers claims history by carrying out post-sale CUE (Claims Underwriting Exchange) match validation and processing any necessary changes to the policy
• Investigate, through to a conclusion, policies where Quote Manipulation is suspected prior to the inception of the policy
• To investigate and manage any potential voidance cases referring to Policy Analysis Level 2 or Senior for sign off
• Contacting policyholders by phone and email, adhering to TCF and DPA principles, to resolve any discrepancies related to misrepresentation, non-disclosure or indemnity issues
• To update and revise customers’ policy details making any necessary adjustments and cancellations
• Make outbound calls to customers in relation to validation procedures/ queries whilst adhering to TCF and DPA principles
• Administer and process incoming post and e-mail, including the scanning of relevant documents
• Handle all complaints received effectively and efficiently adhering to Complaints policy.
• Manage the delegated mailboxes ensuring all correspondence is actioned with agreed SLA’s
• Promptly identifying matches that do not require further investigation and ensure closure is actioned in a timely manner, within SLA’s
• Maintain positive relationships with all business employees and departments
• Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
• Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
You will need to be able to display you have the following qualifications and experience:
• Working in a customer services environment
• Complaint handling
• Good communication skills, both verbal and written
• Good time management and organisation skills
• Problem solving skills with the ability to adopt a logical approach to resolving problems
• Good data and statistical analysis skills
• Good technical skills
• IT and software skills, including good Microsoft Excel and Word knowledge
Policy Review Specialist
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