Website Huntswood
We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of. We deliver resourcing, outsourcing and advisory services from complaints to customer ser… read morevice, remediation to resilience – bringing together the people, processes and knowledge businesses need to succeed. Our ambition is to make a positive difference. It is what Huntswood has done since we opened our doors 25 years ago, and it is what every single one of us strives for today. We ensure the right people are in the right place at the right time – whether it is our dedicated team of Associates or our Board. Our outstanding track record of delivery, depth of our expertise and flexibility of our approach means we stand with our clients without question – working on their terms to share our insight whenever and wherever they need it. Standing with our clients as the landscape evolves and new challenges arise. Advising in times of change – offering ultimate flexibility to help clients create value and meet demand with confidence. We are Huntswood. Your trusted partner for better outcomes.
Job Overview:
The Policy Review Adviser will manage referrals received into the Policy Analysis Team from a variety of sources relating to misrepresentation, non-disclosure and potential indemnity concerns, within agreed authority levels and within agreed SLA.
Job Responsibilities:
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 FCIM’S 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 FCIM 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
Any other reasonable duties
Job Requirements:
Minimum of a Matric/NQF 4 qualification
Solid insurance experience
Vehicle insurance claims experience
Strong Microsoft Office experience with Word, Excel and Power – Point.
High level Customer Service Skills
Experience Required:
Previous experience in a complaint handling role, ideally with experience in early resolutions
Experience in handling fraudulent claims/misrepresentation at policy inception will be advantageous
Previous complaint handling experience within an FCA regulated business is ideal.
Experience taking both outbound and inbound calls
Providing the best resolution for the customer
Skills Required:
Good communication skills, both verbal and written
Good time management and organization 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
Preferred Requirements/Skills:
Experience/exposure to UK customers’/clientele.
RE qualification
FAIS credits
Apply via company website ( N / A ) or
huntswood.simplify.hr