Role Purpose

The Short Term Claims Consultant is responsible for managing and processing short-term insurance claims efficiently and accurately while delivering exceptional client service. The role involves assessing claims, coordinating with service providers, ensuring compliance with company policies and regulatory requirements, and maintaining strong client relationships through professional and empathetic communication.

Key Responsibilities

Claims Processing
Manage the full claims process from registration and assessment through to validation and settlement
Ensure claims are processed within agreed service level agreements and regulatory requirements
Accurately capture and maintain claims information on the claims management system
Ensure all supporting documentation is complete and correctly recorded

Client Service and Communication
Communicate with clients to obtain required information and documentation
Provide clients with updates on claim progress and explain claims procedures clearly
Handle client queries and concerns professionally and efficiently
Deliver a high standard of customer service while maintaining empathy and professionalism
Escalate complex, disputed, or high-risk claims to the Short Term Operations Manager when necessary

Investigation and Assessment
Review and verify claims documentation to confirm the validity of claims
Conduct investigations and liaise with relevant service providers where required
Identify and report any suspicious or potentially fraudulent activity
Coordinate with assessors and external experts to ensure accurate assessment of damages and costs

Collaboration and Stakeholder Management
Liaise with assessors, repairers, contractors, and other third-party service providers to facilitate claims resolution
Work closely with team members and management to resolve operational challenges and improve processes
Maintain effective working relationships with internal and external stakeholders

Compliance and Reporting
Ensure all claims handling processes comply with company policies, industry regulations, and Treating Customers Fairly (TCF) principles
Prepare and submit claims-related reports as required
Maintain confidentiality and ensure accurate record keeping at all times