The Claims Consultant is responsible for the proactive management of a portfolio of life insurance claims in accordance with TAL’s claims philosophy, claims handling procedures, policy terms & conditions and in accordance with the Life Insurance Code of Practice and other legislative and regulatory requirements.
This may include but is not limited to;
- Adhering to external regulations (eg. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines.
- Ensuring all interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL’s Customer Service Culture through the provision of high-quality, accurate and compliant work.
- Contributing to department and company projects as required.
- Gathering and interpreting relevant information to form an appropriate claims strategy.
- Effective determination of correct benefit entitlement ensuring that legitimate claims are paid in a timely manner in accordance with policy terms and conditions.
- Working collaboratively with Technical Specialists, Recovery & Support Specialists, Health Services and other internal stakeholders.
- Arranging and participating in case conferences and peer case discussions, including preparation of documentation, record keeping and completion of agreed actions.
- Providing exceptional customer service, including proactively managing communication with customers and clients relating to the management of the claim and initiating support options, where appropriate.
- Customer and partner stakeholder management (e.g. advisers, trustees, fund administrators) whilst monitoring service delivery and quality.
