At Islands Insurance Group, we’re committed to delivering exceptional customer service and efficient claims handling. As one of the leading insurance providers in the Channel Islands, we pride ourselves on providing a local, personal approach to every client interaction.
About the role: Technical Claims Handler
As a Technical Claims Handler at Islands Insurance Group, you’ll be responsible for managing a portfolio of claims, including complex and large loss cases, while acting as a technical resource for the wider Claims Team.
Working closely with colleagues, underwriters, external service providers, and business partners, you’ll provide expert guidance, support quality standards, and help drive continuous improvement across our claims operations. You’ll play an important role in ensuring claims are handled in line with company policies, regulatory requirements, and best practice standards, while delivering an exceptional customer experience.
What you’ll be doing:
- Managing your own caseload, including complex and large loss claims.
- Providing technical guidance and support to Claims Handlers and colleagues on claims referrals and technical matters.
- Ensuring claims are handled in accordance with Islands’ claims handling policies, procedures, and compliance requirements.
- Supporting payment authorisation processes and ensuring decisions are made accurately and consistently.
- Assisting with complaint handling and helping achieve fair customer outcomes.
- Building and maintaining strong relationships with customers, colleagues, underwriters, suppliers, and external partners.
- Attending large loss case reviews and technical forums, sharing knowledge and best practice with the wider team.
- Supporting the development and maintenance of the Islands Claims Manual and technical procedures.
- Assisting with on-the-job training, coaching, and feedback for Claims Handlers.
- Supporting quality audits, management information reporting, and performance analysis.
- Working collaboratively with the Claims Leadership Team to achieve wider business objectives.
- Identifying opportunities to improve processes, systems, and ways of working.
- Continuing to develop your technical expertise and industry knowledge.
- Supporting change initiatives and contributing positively to the ongoing development of the claims function.
What you’ll need:
To be successful in this role, you should have:
- Cert CII qualification, or be working towards achieving it.
- Strong insurance experience, ideally within claims handling, with a sound understanding of claims principles and theory.
- Experience handling or supporting complex claims and customer situations.
- An understanding of claims negotiation and achieving fair customer outcomes.
- Excellent communication and interpersonal skills, with the confidence to provide guidance and support to colleagues.
- Strong analytical and problem-solving abilities with excellent attention to detail.
- The ability to prioritise and manage a varied workload while consistently meeting deadlines.
- A proactive approach to continuous improvement and delivering high standards of service.
- The ability to build effective relationships with both internal and external stakeholders.
- A willingness to continue professional development and work towards a Diploma in Insurance.
Why work with us:
At Islands Insurance Group, we value our employees and strive to create a positive and supportive work environment. We offer:
- Full training and support for professional development and qualifications
- A collaborative team culture that values personal growth and initiative
- The opportunity to work in a trusted local business serving the Channel Islands community
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