The Company:
Rostella is based in the heart of Cardiff and provides quality car insurance services to car insurance provider Hedgehog in the UK, and more recently travel insurance services to 1Cover in Australia. This means we provide a range of functions including customer service, claims handling, underwriting, pricing and other car insurance related functions. We're a data-driven, agile company where everyone is expected to come up with ideas and help implement them to continually improve what we do and how we do it. Our aim is to create and maintain an industry-leading customer experience.
Rostella provides pricing services to both Hedgehog and 1Cover, with both companies looking to grow their businesses. We have an exciting opportunity for a Bodily Injury Claims Handler to join us and directly influence our customer experience in Claims. You will manage a case load of OIC and MOJ portal claims and deal directly with policyholders to resolve their claim, as well as liaising with stakeholders from across all areas of the business including customer service and underwriting. As a specialist in bodily injury claims, you will have a responsibility to support and coach more junior members of the team and continuously drive improvement in the service we deliver.
While the office is based in Cardiff, w e currently have a hybrid working model in place, working 2/3 days in the office and the other days working remotely.
Your key responsibilities:
- Assess indemnity, liability and quantum on motor claims, predominantly for injury but also having due regard to actual or potential credit hire and/or property damage.
- Investigate and proactively manage your own caseload of personal injury claims
- Negotiate settlement of claims and making savings on the claims presented
- Display awareness of identifying potential fraud using knowledge of fraud indicators, SIRA or other available tools
- Be able to persuade claimants to accept our offer to intervene and deal with damage, hire and/or claims for bodily injury
- Be conversant with the business' compliance procedures and risks to ensure compliance with all regulatory and legislative requirements
- Support the Claims Team Leader with day to day departmental activity
- Ensure quality, service standards and productivity levels are maintained to a high standard and in line with Company expectations
- Contribute positively to team meetings and "one to one" performance and development discussions
- Carrying out any other tasks deemed appropriate to support the claims team
Your skillset and experience:
- Minimum of 2 years' experience working in a motor claims environment handling bodily injury claims
- Working knowledge of the current market trends, case law and tools required to challenge any third-party claim
- Strong communicator with an ability to build relationships with customers, third parties and Hedgehog suppliers
- Ability to work proactively and multi-task to tight deadlines and take ownership of your own work
- Ability to interpret data to identify trends to inform action
- Experience of handling credit-hire (desirable)
- Experience of handling Scottish claims (desirable)
- A team player who thrives on working together to achieve shared goals
- Minimum 5 GCSEs including Maths and English (C grade or above)
What can we do for you?
We believe we can offer you a great working environment as we're so passionate about our people. Here are just some of the benefits and perks that we offer...
- Salary - £23,000- £26,000 (dependant on experience)
- Annual salary reviews
- 33 days annual leave (25 days + 8 bank holidays) increasing to 34 days with length of service
- A great central Cardiff working location with opportunities for hybrid working
- A constantly evolving approach to work. We understand the benefits of homeworking, and we also love working with our colleagues in the office.
- Nest Pension scheme
- We supply equipment, so that our employees can work comfortably from home and in the office
- We encourage and support our staff in professional training and qualifications, allowing our employees to take control of their own careers
- Refer a friend scheme
- Group social events (optional)