Field Insurance Advisor - Commercial in Surrey

An exciting opportunity has arisen within the Digital team as a Field Insurance Advisor. This is a home working/peripatetic role for customer visits to cover South London/Surrey area and the successful applicant will ideally live in this region and a valid driving licence is essential.

What you will be doing

• The Field Insurance Advisor will be handling Home, SME & Commercial claims by reviewing digital evidence from an online portal.
• Carrying out field customer visits where additional support is required, including vulnerable customers and other ad-hoc visits.
• Complete desk and field-based supplier audits to ensure quality of workmanship and accurate invoicing is adhered to.
• Resource Client Surge Support Vehicle (CHARLIE) and support PR opportunities identified by Press Office in connection with Surge Events and Client response where insured properties have been impacted.
• Deliver high levels of Customer service resulting in class leading Net Promoter Scores.

You must have extensive knowledge and experience in Field adjusting, Home, SME & Commercial policies, interpretation, buildings and contents quantum, negotiation skills, creation of repair propositions using current construction methodology, fraud identification, Insurance Principles & Practice.

What being a Field Insurance Advisor is like

• You will take ownership & accountability for claims up to £50,000 on Home and £15,000 on Commercial utilising digital evidence including video and photographs to create a scope for repairs to facilitate settlement negotiation and where required conducting the same process during a field visit.
• Potential to retain claims above Delegated Authority under supervision from Technical & Large Loss.
• Identify the optimal claims settlement solution for our customers utilising our supply chain where appropriate.
• Compliance with business rules on but not limited to policy cover, indemnity, records management, reserving, diary management, activity process, repudiations, recovery, payments & GDPR.
• Support our Disaster Restoration and Recovery teams to validate all claims which require a field visit to ensure indemnity cost control and to support the Customer journey.
• Support Customer Relations where a field visit is required to facilitate complaints resolution.
• Take ownership of informal complaints on claims with your involvement and provide summaries for formal Commercial complaints to enable complaint resolution.
• Determine rectification works necessary and act as point of technical referral for any variation in scope of works required.
• Support Home and Commercial claims involving a subrogated recovery element, by carrying out investigations and providing information relevant to possible recovery opportunities.
• Maintain relationships with Operational areas, aiding office based Home and Commercial claim handlers where required.
• Provide technical support to Area Managers to help them maintain the working relationship with our Home Repair Network.
• Adherence to Treating the Customer Fairly principles.
• Take ownership for building and maintaining your own capability including BDMA accreditation.
• Identify, own and manage the risks involved in running our business appropriate to the role and in line with the Client risk framework.

Skills and Qualities, you'll need:

• Previous experience in home/commercial claims is critical.
• Previous loss adjusting experience.
• Ability to utilise digital evidence to facilitate claim settlements.
• Able to negotiate effectively - by telephone and face to face.
• Ability to work with limited direct supervision and actively handle own case load.
• Ability to understand problems and find solutions.
• Effective communication skills both verbally and in writing.
• Personal drive for continuous improvement.
• Knowledge of insurance principles, practices, building construction and repair methods is desirable.

Working hours: Monday - Friday, 35 hours a week.

Reward package includes up to 10% annual bonus and a car allowance.