Claims Controller - Insurance Claims Experience Essential
| Posting date: | 08 June 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 08 July 2026 |
| Location: | London, UK |
| Remote working: | Fully remote |
| Company: | Massenhove Recruitment Ltd |
| Job type: | Permanent |
| Job reference: | HS/ClaimsController |
Summary
Providing advice and taking referrals on technical matters from the wider Desktop team
Manage Commercial Property claims from cradle to grave making accurate policy engagement and coverage decisions, including Scheme binder data validation
Keep fully up to date on Client requirements, technical or legal changes, which may have a bearing on a claim, including GDPR compliance
Maintain accurate reserves and data accuracy throughout claim life
Review technical reports, quotations/invoices and updates and provide instructions as required, within approved authority level, to policyholder/broker/supplier in accordance with client requirements
Refer all claims above authority levels and record referral action point on claim
Escalate cases to Insurers and Operations manager, where potential or reserve is over DA limit, repudiations, policy voidance and complaints in accordance with company & client requirements
Ensure fees applied are accurate and in accordance with Client requirements
Develop strong working relationships with clients to support changes and modifications to Client requirements
Strive to achieve good end customer experience with excellent communication, guidance and signposting throughout the life of the claim. Ensure TCF principles are applied.
Ensure compliance with regulatory requirements at all times and highlight any contravention to the Head of Risk and Compliance
Skills & Experience:
First class communication skills
High level of self-motivation and accountability
High degree of accuracy and technical application
Business / commercial awareness
Ability to adapt and respond appropriately to quickly to challenging situations
Organised and efficient, with ability to prioritise and manage work loads
Negotiation skills
Good decision maker, even under pressure
Highly ethical and professional standards
Conflict resolution, being able to manage difficult situations and achieve the right outcomes
Able to work confidentiality on sensitive claims, when required
Manage Commercial Property claims from cradle to grave making accurate policy engagement and coverage decisions, including Scheme binder data validation
Keep fully up to date on Client requirements, technical or legal changes, which may have a bearing on a claim, including GDPR compliance
Maintain accurate reserves and data accuracy throughout claim life
Review technical reports, quotations/invoices and updates and provide instructions as required, within approved authority level, to policyholder/broker/supplier in accordance with client requirements
Refer all claims above authority levels and record referral action point on claim
Escalate cases to Insurers and Operations manager, where potential or reserve is over DA limit, repudiations, policy voidance and complaints in accordance with company & client requirements
Ensure fees applied are accurate and in accordance with Client requirements
Develop strong working relationships with clients to support changes and modifications to Client requirements
Strive to achieve good end customer experience with excellent communication, guidance and signposting throughout the life of the claim. Ensure TCF principles are applied.
Ensure compliance with regulatory requirements at all times and highlight any contravention to the Head of Risk and Compliance
Skills & Experience:
First class communication skills
High level of self-motivation and accountability
High degree of accuracy and technical application
Business / commercial awareness
Ability to adapt and respond appropriately to quickly to challenging situations
Organised and efficient, with ability to prioritise and manage work loads
Negotiation skills
Good decision maker, even under pressure
Highly ethical and professional standards
Conflict resolution, being able to manage difficult situations and achieve the right outcomes
Able to work confidentiality on sensitive claims, when required