Claims Handler - Motor & Third Party Property Damage (TPPD in Colchester

The third party property and motor team are a group of professionals dedicated to providing technical expertise and excellent customer service to our stakeholders. The team is empowered to manage claims within their authority levels from initial notification through to resolution, working closely with policy holders, brokers, delegated authority partners and panel solicitors to achieve the best outcomes.

About the role

You'll be responsible for delivering a high standard of claims service across a varied portfolio of Third Party Property Damage and Motor claims. You'll work closely with underwriters, sharing insight on claim trends and developments to support product, sector and client understanding. You'll also contribute claims expertise to wider business initiatives and projects, helping ensure that changes continue to enhance the customer experience and overall claims service.

Location: York or Colchester, with flexibility for candidates based in the North (e.g. Leeds or Manchester) who can travel to York on a regular, weekly basis.

What you'll be doing

• Be a key internal claims handling and relationship contact on Motor claims for our delegated authority claims handling team and solicitors, including taking referrals on policy coverage and strategy, handling claims which fall outside their delegated authority, and assisting our supplier management and delegated authorities team with key supplier relationships for Motor claims.
• Claims management of a portfolio of third party property damage claims under public liability policies with a value up to £100k.
• Demonstrating customer focus throughout the claims lifecycle, with evidence of strong stakeholder engagement with the customer and/or broker and focus on a good customer outcome.
• Investigation and management of claims from first notification to conclusion. For third party claims, this means from pre-litigation through to final hearing or settlement.
• Review and confirm policy coverage position with increasing confidence and ability to reach decisions in-house.
• Setting the claim strategy, handling in-house where possible and implementing claim prevention strategies to avoid formal claims being made against customers.
• Selection, instruction and active management of law firms and other experts where necessary including proactive indemnity and costs management.
• Liaising and negotiating with clients, brokers, claimants and their representatives, including attending mediations, JSMs and court hearings.
• Proactive claims portfolio management in accordance with the claims underwriting guide and by reference to relevant KPIs and SLAs.
• Identification of fraudulent claims and opportunities for recovery from third parties with clear evidence of strategic claims handling to maximise any opportunities which benefit the customer or Hiscox.
• Identification of trends and areas of concern with regular reporting to key stakeholders through contributions in meetings and internal training sessions.
• Developing and managing relationships with key internal stakeholders – underwriters, Customer Relations, Wordings team, Conduct, demonstrating commercial awareness at all times.
• Developing and managing relationships with key external stakeholders – insureds, brokers, law firms and other experts, demonstrating commercial awareness at all times.
• Taking referrals from delegated authority partners on coverage, strategy and reallocation to the internal claims team.
• Providing technical advice and guidance to insureds.
• Outside of pure claims handling, assisting in the continuous improvement of our Claims operation in line with our current Claims strategy, whilst identifying areas for opportunity and helping create solutions. This includes embracing new technologies such as the use of Co-Pilot and digital tools when made available to you.
• Participating in Group, UK or Claims wide projects and change programmes which may impact your claims area and peers, providing subject matter expert assistance as required and agreed with your manager.
• Obtaining or a willingness to obtain professional qualifications; CII, CILex or equivalent.

Our must-haves

• Experience in handling Motor Claims, with a particular emphasis on policy coverage experience, as an insurance claims handler or within a TPA / DA or law firm.
• Special investigation/fraud experience in motor claims is advantageous.
• Previous experience in handling third party property damage claims under PL policies is advantageous but not essential.
• Experience managing claims end-to-end, including instruction of solicitors and oversight of claim strategy.
• Sound understanding of pre-action protocols and civil litigation.
• Demonstrable experience applying policy wording and assessing coverage/liability.
• Background in insurance claims handling or a legal environment (e.g. law firm / paralegal).
• Strong organisational skills with the ability to manage multiple claims and prioritise effectively under pressure.
• Experience working with multiple stakeholders (e.g brokers, solicitors, policyholders).
• Excellent communication and interpersonal skills, with the ability to provide reassurance and build trust with customers.