About This Role

• Income Protection & Waiver of Premium
• Critical Illness
• Permanent Total Disability
• Death claims

• To make admittance and medical decisions and make recommendations within admittance authority for declines / terminations / mis-representation.
• To proactively manage a nominated portfolio of claims.
• Liaise with claimant(s) throughout the claims process and thoroughly investigate all claims, requesting and using appropriate medical and other evidence to assess the claim proactively within the agreed service standards
• To make recommendations to develop innovatively the Company’s claim philosophy and protocols.
• To provide authoritative technical support to the Risk Claims administration teams.
• Meet service delivery measures of agreed service levels and elapse times.
• Undertake projects, sponsored by the Risk Claims Manager, to develop the effectiveness of the Company’s claims management and improve its standing in the eyes of key stakeholders
• Carry out technical audits and review technical competencies, providing feedback and coaching to ensure claims are managed in accordance with the Company’s claims philosophy and protocols and that claims assessors are maintaining appropriate levels of technical competence and safeguarding the company’s relationship with Aviva and our reinsurers.
• Meet Technical and Quality Audit targets

• A Level (or equivalent) education
• Proven experience in life and/or protection claims assessment (e.g. Income Protection, Critical Illness, Death Claims)
• Strong understanding of the life and disability market
• Ability to make informed, sometimes complex decisions with long-term business impact
• Strong influencing, negotiation, and communication skills, including handling sensitive or distressed customers
• Experience coaching and mentoring colleagues to develop technical capability
• Excellent organisational skills with the ability to manage workload independently
• Customer-focused with a collaborative team approach
• High level of accuracy in written communication, including drafting detailed, non-standard letters
• Experience with claims systems (e.g. BaNCS, GAS, PCX, Ollie, Centre Point Respond) desirable
• Confident in Microsoft Office and general IT systems
• Empathetic, adaptable, and resilient
• Committed to continuous learning and professional development

The hiring manager to contact is: Sam Williams Email: samantha.williams@diligenta.co.uk

Apply for this role: