A Career in Claims

Whether you're handling motor or household claims, our Claims departments are essential in providing support and assistance to our customers. As a Claims Handler, you'll have the chance to positively impact our customers by delivering exceptional service and ensuring fair outcomes.

Working in our Claims Departments

The role of a Claims Handler is diverse, with no two calls ever being the same. As a Claims Handler, you will manage your own caseload and make a meaningful difference from the start. You will serve as a point of contact for our customers following an incident, assisting, and supporting them with their claim.

The role doesn’t stop there; part of your responsibilities will also include investigating and building claims cases and engaging with solicitors and other third parties to secure the best outcomes for our customers.

As a member of our Claims team, you can expect to:

• Communicate with customers via telephone, email, or webchat.
• Manage an allocation of claims involving customers, third parties, and suppliers.
• Collaborate with colleagues, departments, suppliers, and third parties to conduct thorough investigations.
• Provide a first-class service by displaying compassion and empathy when our customers need us the most.
• Accurately collect customer data, paying attention to detail and effectively multitasking to ensure fair outcomes.

Roles in Claims

First Notification of Loss (FNOL)

The FNOL department is the first point of contact for customers who have experienced an incident. You will be responsible for gathering accurate information about accidents, determining liability, and ensuring policy cover applies. By providing clear and precise information and advice, you will help manage our customers' expectations right from the start.

Accidental Damage Repair (ADL Repair)

The AD Repair department is responsible for managing customers' vehicle repairs after they report a claim. AD vehicle repair handlers manage inbound and outbound calls from customers and suppliers. They also liaise with internal departments such as engineers, the total loss team, and complaints. The team ensures customers are supported throughout the process as proactively as possible, delivering exceptional service during critical times.

Third Party Assistance

The Third-Party Assistance department contacts third-party customers involved in accidents with Admiral insured drivers to offer repair and replacement vehicle services. By handling claims directly, we offer convenience, peace of mind, and excellent customer service. This role is a great chance to use your sales skills to help third-party customers while providing outstanding care.

Liability

The Claims Liability department in Canada manages and resolves Third-Party Damage (TPD) and Bodily Injury (BI) claims. The BI sub-department settles injury claims, disputes liability, negotiates with solicitors, and supports customers. The TPD sub-department handles both fault and non-fault claims, disputed accidents, and technical cases by investigating liability. The department is committed to providing great service, ensuring customers feel supported and informed.

What to Expect

After completing our training program, you will start taking calls with the support of your colleagues. Throughout the claims process, you will provide advice and guidance on additional services and benefits available to our customers. We believe in continuous improvement, so you can expect ongoing training to keep you updated on the latest policies and procedures, ensuring you deliver the best service possible.

Our main goal is to settle claims fairly, accurately, and promptly, driven by the best customer service in the insurance industry. While we excel in this area, we constantly strive to improve. We regularly review our processes and procedures to stay ahead.

Our customer-facing roles require a wide range of skills. The ideal candidate is empathetic, quick-thinking, and customer-focused. You will need to listen, process information swiftly, and make decisions, with support available every step of the way.

We understand that making a claim can be stressful, especially after an accident. Each customer has unique concerns. It's important for us to be patient and gather detailed information. Accurate records help us get our customers back on the road with minimal disruption.

Our customers hope they never have to make a claim, but if they do, they can rest assured they're in safe hands with us. No matter which department you choose, our Claims Departments are dedicated to making a difference when our customers need it most.